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    Customer Success Lead - San Francisco, United States - Vooma

    Vooma
    Vooma San Francisco, United States

    1 day ago

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    Description
    About The Role


    As the first Customer Success team member at Vooma, you'll be working closely with the founders to ensure our customers are wildly successful.

    The Customer Success Lead will help craft our customer-success strategies & build out the department in an effort to deliver excellent customer experiences.

    You'll be the 'conductor' that coordinates with customers and the Vooma team to get customer problems solved and make sure they're having an amazing experience with our product and company.

    Objective of the role

    Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction
    Establish relationships as a trusted and strategic advisor to help ensure the continued value of Vooma's products and services
    Develop and maintain customer-success strategies and best practices to accelerate customer time to value with our product
    Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
    Maintain existing customer-success metrics and data as directed
    Champion a culture of customer love in the company
    Work closely with Sales department to ensure seamless transition into the Vooma client base
    Provide prioritized customer feedback to product and engineering

    Responsibilities

    Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
    Review the customer journey, determine how it's supported, and use a consultative approach to help clients overcome issues and achieve their goals
    Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables
    Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings
    Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement
    Work with sales and marketing teams to boost customer referrals and develop case studies

    Required Skills And Qualifications

    Three to seven years of experience in customer success, client services or account management
    Strong skills in verbal and written communications, strategic planning, and project management
    Experience in logistics
    Analytical and process-oriented mindset
    Ability to work effectively across multiple departments in a deadline-driven environment

    Attributes

    Anything it takes mentality
    Sweats the details
    Continuous improvement mindset
    Service orientation
    Extremely organized

    Benefits

    The rare opportunity to join a formidable team to build an enduring company, in person, as a first 10 employee
    Competitive salary and equity packages
    Flexible working hours & unlimited PTO
    Health, dental, and vision insurance

    This role is based in person in San Francisco, CA (not remote).
    #J-18808-Ljbffr
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