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Customer Success Lead

Posted

Hubstaff
Headquarters: Indianapolis
https://hubstaff.com/about
View all Hubstaff jobs →

In this role you will be performing the role of identifying potentially large customers that are interested in the Hubstaff suite of products, building a relationship with them, and ultimately closing them into the product. You will also be responsible for their retention and making sure they are getting what they need from the product on an ongoing basis.

The role is a mix of marketing, sales, support and even product. You must have a very deep understanding of both our product and our customers. 

Responsibilities:
  • Answering incoming intercom requests and live chat requests
  • Creating support documentation (written and possibly video)
  • Running one on one onboarding webinars and demos for new clients and developing that content
  • Understanding why customers are churning and communicate this back to the product team
  • Diagnosing complex technical issues for high end customers
  • Work with the product and executive team to communicate what high end customers are conveying to you.
  • Working with external partners to gather leads and answer questions they may have
  • Working with integration partners on how we could better serve their customers
  • Potentially be available via phone for new clients
  • Check the support site to see what the most accessed pages are and work with support to increase and improve content coverage around those areas.
  • Keep a summary of the top pitfalls/issues that new customers are running into.
  • Work on projects to improve our on-boarding experience (email, wizard, getting started, tracks, settings).
  • Own certain KPIs and data points (industry data, team sizes, etc).
  • Help with customer support in their downtime.

The right person will:

  • Love talking with customers on a daily basis
  • Have experience with SaaS customer success, support or sales for at least 3 years

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