Sierra Interactive Customer Success Manager

Headquarters: Louisville, KY
URL: https://www.sierrainteractive.com

• Learn our products and platform inside and out.
• Manage a team of customer success advocates to provide the very best support to our customers as we help them reach their goals.
• Drive strategy to make our support platform more efficient and scalable as our customer base continues to grow.
• Identify and track KPIs for the customer success team as well as for individual team members.
• Build strong relationships with our clients.
• Create clear, informative, and engaging documentation for both our client-facing and internal knowledge bases, and keep this documentation current as our platform evolves.
• Oversee the creation and updating of client onboarding materials, as well as the facilitation of regular live Q&A sessions, occasional live webinars, and individual 1-on-1 trainings for our current clients.
• Conceive and implement solutions to ensure client success and retention, and reduce client frustration and churn.
• Assist in communicating new platform features internally via announcements and training, and externally via email, webinar, and social media.
• Participate in new feature development by distilling customer feedback and providing your perspective as the customer success manager.

• 3+ years of experience in customer success in a SaaS environment.
• Strong communication skills, both written and verbal. You have the ability to communicate clearly and effectively, with both internal and external audiences.
• Demonstrated troubleshooting and analytical skills. You aren’t afraid to dive deep to solve a problem for a team member, or a client.
• An optimistic outlook that assumes positive intent. You have a gift for knowing when and how to provide feedback and encouragement, when to speak at length, and when to keep it brief. Basically, you’re a people person.
• Proven ability and desire to lead, teach, manage, and persuade.
• A desire to work within a team framework and assist colleagues as needed.
• The ability to shift contexts with ease.
• BA/BS degree in a related discipline (e.g., business, marketing, etc.) or equivalent work experience.

• You have experience working with a web-based CRM.
• You have experience working with real estate technology.
• You have experience working remotely.
• You have experience working in a startup.
• You have experience working with Basecamp and Help Scout.

• 100% remote work (if you’re in Louisville, we’ll gladly set up a desk for you).
• Competitive compensation (depends on experience, of course).
• Paid health/vision/dental insurance.
• Retirement plan with employer matching contributions.
• Paid holidays and paid time off.
• A respectful and open work environment.

To apply: https://apply.workable.com/sierra-interactive/j/B98B194F6B/