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Customer Success Manager

TeamSense

TeamSense

Administration
Remote
Posted on Saturday, June 24, 2023

About TeamSense:

👋 We are TeamSense, a fast-moving, fully-remote startup dedicated to engaging and empowering hourly workers. Our unique solutions connect hourly employees to company processes and resources, enabling them to easily manage tasks such as reporting absences, job applications, benefits inquiries, and receiving important announcements. We pay meticulous attention to detail, ensuring the endurance of our company, team, culture, and brand. By working at TeamSense, you make a positive change in the lives of hourly workers and the organizations that manage them.

Role Overview:

As a Customer Success Manager (CSM) at TeamSense, you will play a vital role in driving customer success, satisfaction and ultimately retention. You will collaborate with cross-functional teams to deliver exceptional customer experiences, helping customers achieve their goals and maximize the value they derive from our products. With profound empathy for our customers, you will become an expert in our product, serving as a trusted partner in resolving challenges and driving adoption. Your responsibilities will encompass customer onboarding, training, engagement, expansion, and retention while ensuring a seamless end-to-end customer experience.

Key Responsibilities:

  • Own the customer experience for a designated set of accounts, including onboarding, training, and providing ongoing consultation to help customers achieve their desired outcomes.
  • Foster strong relationships with customers, acting as a trusted advisor and advocate.
  • Proactively identify risks and opportunities within assigned accounts, collaborating with the Sales team to drive customer growth and retention.
  • Collaborate with cross-functional teams to ensure a seamless customer journey and deliver a cohesive experience across onboarding, support, and product enhancements.
  • Develop a deep understanding of our product, its applications, and best practices, and share this knowledge with customers to drive their success.
  • Engage customers at critical lifecycle stages to drive adoption, value realization, and overall satisfaction.
  • Gather customer feedback and insights and effectively communicate them to the Product team to influence the product roadmap.
  • Contribute to the continuous improvement of our Customer Success strategy, processes, and tooling.

Qualifications:

This role might be an excellent fit for you if:

  • You possess a deep sense of customer empathy and strive to go above and beyond to help customers succeed in their initiatives.
  • You have experience working directly with customers, establishing personal relationships, and providing exceptional customer service.
  • You have a background in SaaS Customer Success and are familiar with the core processes and tools to deliver outstanding customer experiences.
  • You are an attentive listener, quickly understanding customer needs and identifying how TeamSense can provide value.
  • You excel in communication, effectively conveying complex concepts to diverse audiences and engaging with various personas.
  • You are a self-starter with entrepreneurial instincts, constantly exploring innovative methods to engage customers better.
  • You are adaptable and thrive in a dynamic, remote work environment.

Employee Benefits at TeamSense:

As a full-time team member, you will enjoy the following benefits:

  • Excellent health, vision, and dental coverage.
  • Two weeks of paid time off (PTO) with additional flexibility for vacation and holidays.
  • Home office budget to set up your remote workspace.
  • Fully remote company with a remote-first culture.
  • Variable compensation structure.
  • Flexible working hours to support work-life balance.

About Us:

TeamSense was founded in 2020 to provide app-free digital tools for hourly employees and their leadership. Since then, we've enabled employees across the US, Canada, and Mexico as they navigate everything from reporting an absence to providing engagement feedback to finding their company's benefits information - and we're just getting started Our solutions revolutionize the way hourly workers connect with company processes and resources.

We are committed to diversity and equal opportunity and embrace a culture that values different backgrounds, identities, experiences, and skills. We welcome applicants from all walks of life. TeamSense will provide reasonable accommodations to anyone applying for or hired for a position. If you require accommodation, please contact recruiting@teamsense.com.