Headquarters: Bedford, United Kingdom

URL: https://youcanbook.me

Location: Remote – Must be based in the USA and have the right to work in the USA

Required experience: 2 years in a Customer Success role within SaaS

Salary: $55,000-$65,000; dependent on experience. We aim to maintain salary ‘bands’, and salaries are internally published.

You’ll own the customer experience from pre-sales to retention and expansion.
You’ll project-manage the onboarding process, ensuring adoption at the individual contributor level.
You’ll build and maintain direct relationships with multiple stakeholders in smaller accounts qualified for expansion as well as with our larger customers.
You’ll consult with your customers to develop a thorough understanding of their business objectives, in addition to consulting on how they need to use the product.
You’ll become an expert on the YouCanBook.me tool, allowing you to coach your customers to achieve their objectives from a position of strong product knowledge.
You’ll own and initiate regular communication with your customers, and you’ll be responsible for maintaining up-to-date documentation of their use case, feature requests, payment and legal requirements, organizational and account structure requirements, and emergency and champion contact information.
You’ll proactively engage in renewal conversations with each of your customers, ensuring they get exactly what they need from their annual plans.
You’ll be responsible for protecting customer data by following and enforcing our privacy and security policies.
You’ll report your efforts to your customers in regular account review and strategy meetings at the cadence of the customer’s choosing, with at least one report per quarter.
You’ll spot accounts ready to expand, and you’ll stay ahead of churn signals, proactively reaching out to customers to capitalize on expansion opportunities and to retain customers who may be at risk of churn.
You’ll track and report back to your colleagues on your three primary KPIs: closed deals, expansion, and retention.

2+ years experience working as a success manager at a SaaS product.
You have a demonstrated track record of retention and satisfaction across your portfolio of customers.
You can demonstrate the ability to juggle multiple priorities and goals, including managing a portfolio of customers.
You’re comfortable with various conversations and management required throughout the entire lifecycle of a customer, from onboarding and education to expansion, support, and escalation, including internally quarterbacking issues and feature requests.
You are observant, noticing and recording trends and insights across your customer cohort, documenting and building processes to share with your colleagues.
You seek insights qualitatively, by listening closely and asking questions of your customers, and you also seek out answers in data, proactively wringing actionable strategies out of reports and spreadsheets.
You consistently follow processes for tracking activity in a CRM where you habitually leave detailed documentation of your work and interactions with customers.
You are an exceptional communicator, writing clearly, speaking directly, and possessing the maturity to take the lead in meetings involving people from multiple organizations.
You communicate naturally over Zoom, email, phone, and pre-recorded customized videos for customers.
You are a self-starter, innovative, and have extraordinary attention to detail.

100% remote with a focus on great work-life balance
Your equipment, home wifi, or co-working space are all covered
25 days of paid holidays per annum + all local bank holidays
Once a year – Quiet Week Initiative – learn more here

Upskilling opportunities – we are supporting your education
Private health insurance
Contribution to a 401k
Fully funded leave policies for parents
Participation in profit share after 1.5 years
International travel/company retreats

Deadline for applications: Monday, 25th September

First Interview Round: 20th – 27th September

Final Interviews: 29th September – 2nd October

The performance metrics you’ve achieved in your previous roles
The size of your current customer portfolio
How you build relationships with multiple account stakeholders
How you manage to keep on top of multiple tasks, especially when there are pressing deadlines
An example of a proactive engagement that led to customer retention or expansion
A challenging situation with a customer that you turned around into a success story

To apply: https://weworkremotely.com/remote-jobs/youcanbook-me-customer-success-manager-remote-usa-only