Remote Customer Success Manager

Website Lead Sherpa, Inc.

Position: Customer Success Manager
Compensation: $55,000-$65,000
Location: Remote
Accolades: Best in Biz Silver Award – Fastest Growing Company in USA (under 99 employees)
Web:www.LeadSherpa.com

Recruiters and Agencies: No solicitation notice – please do not contact Lead Sherpa’s hiring manager with staffing proposals. Your emails will be ignored, reported as SPAM, and blocked.

Who is Lead Sherpa?

Company Core Values: Respect, Integrity, Drive, Innovation

Our MISSION is to empower real estate professionals and help guide them to success. Our VISION is to create the most powerful lead and data management technology suite in the real estate industry, and we are well on our way.

Lead Sherpa’s office is located in Denver, Colorado, however, we are also a fully remote team strategically positioned across the Western Hemisphere and operating with a high level of autonomy and trust. Our focus is on creating a dynamic, positive, and supportive work environment where our team members can grow and thrive.

Schedules are flexible as long as deadlines are hit. Our team takes full ownership of every project—not only do they work well independently without supervision, but they also work well within the team ecosystem. Our company culture cultivates a feeling of camaraderie and a sense of belonging and direction. Every team member knows exactly what our targets are, where we are going, and how we will get there.

Team members enjoy company-sponsored health care, a flexible time-off policy, and are eligible for a 401(k) retirement plan with generous company matching contributions. We take ownership of our roles and we are treated with respect, creating an ideal work environment for everyone to thrive. The team is always supported with the necessary resources and training to accomplish their goals and grow professionally. 

We are always searching for more A-Players to join our team. If Lead Sherpa sounds like the place for you to put your drive and skills to good use, please let us know.  

Position Details: Customer Success Manager

Responsibilities:

The primary point of contact throughout the customer lifecycle, developing relationships with key stakeholders and maintaining a focus on driving business value from onboarding through renewal.
Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
Promote customer satisfaction and loyalty by demonstrating an understanding of their business needs and helping them achieve their objectives
Educate customers on the use and benefits of our product
Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of all departments
Establish a trusted and strategic advisor relationship to help drive the continued value of our product
Assist in creating training courses and educational materials for other members of the department
Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
Assist customers as needed with setting up and navigating our product
Regularly monitored platform usage and proactively contacted clients whose usage dipped to ensure the health of the relationship
Utilize CRM to keep track of key account data, opportunities, logging calls, and relevant notes
Lead customer training sessions as part of onboarding and ongoing product adoption
Act as a communications liaison between Technical Support, Customer Success, and Customers
Provide customers with information and assistance regarding product updates and new features
Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
Maintain existing customer success metrics and data as directed
Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
Facilitate interaction and workflow between project team members, to ensure deliverables are on time
Collaborate, problem-solve, and/or strategize upcoming customer meetings with team members
Prepare necessary documentation or visuals for the customers to demonstrate performance
Analyze trends in KPIs to identify areas of improvement
Work with the sales and marketing team to drill customer references and develop case studies

Requirements:

2+ years in a Customer Facing role in a SaaS B2B company
Experience working with brand image and promoting value through customer experience
Exceptional ability to communicate and foster positive business relationships
Technical skills are required as they relate for the use of the product to service to be solid
Accountability and personal organization are essential
Experience in managing a diverse group and training each according to company standards
Ability to establish milestones and keep all team members on task
Experience analyzing and optimizing the existing processes in the Customer Success department
Deep understanding of customer concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
3-5 years of experience in communications, marketing, sales, account management, or customer success
Strong verbal and written communication, strategic planning, and project management skills
Analytical and process-oriented mindset
Comfortable working across multiple departments in a remote, deadline-driven environment
Active team player, self-starter, and multitasker who can quickly adjust priorities
Knowledge of ChurnZero and project management tools 
Bachelor’s degree

Benefits:

US Team Members

Company-sponsored health insurance, vision, and dental
401(k) with company match

International Team Members

Company contribution to health insurance expenses, as needed

All Team Members

Fully remote and flexible schedule
Flexible and generous PTO policy
$2,000 home office/hardware gift – equipment is yours to keep!
Individualized paid coaching/growth training 

To apply for this job please visit airtable.com.