Customer Success Agent for Getsafe, providing phone support for insurance concepts and services. Engaging customer interactions and guiding them through digital processes.
About the role
- Senior Enterprise Customer Success Manager focusing on customer onboarding and engagement for Frontify. Ensuring product adoption and driving business value across various customers in the US market.
Responsibilities
- You'll guide new customers through onboarding and provide comprehensive training to ensure maximum value of our product.
- You'll develop and maintain strong, long-term relationships with key stakeholders, conducting regular check-ins to gather feedback and provide updates.
- You'll act as the primary point of contact for customer inquiries and issues, ensuring timely and effective resolution.
- You'll monitor customer usage patterns to identify underutilization and provide strategies to increase adoption.
- You'll oversee the renewal, upsell, and cross-sell process, collaborating with Account Managers as needed to address concerns and ensure customer retention.
- You'll work with customers to develop and implement strategies that align our product’s capabilities with their business goals.
- You'll collaborate closely with sales, product, technical support, and marketing teams to ensure a seamless customer experience and spearhead interdepartmental initiatives.
Requirements
- 6+ years of experience in Customer Success or Account Management in a fast-paced SaaS environment
- You're a natural at onboarding, proactively increasing product adoption, customer engagement, and satisfaction with your human and empathetic approach.
- You have leveraged tools like Gong and Salesforce to track customer interactions, analyze insights, and drive data-informed decisions, while managing operational aspects of the customer lifecycle.
- You see the importance of the following metrics: Adoption Rate, Net Revenue Retention, Customer Lifetime Value, Net Promoter Score, Churn Rate, and more.
- You have impressive communication skills, and you can build trustful relationships (both internally and customer-facing).
- Your friends would describe you as authentic, intrinsically motivated, and responsible.
Benefits
- Medical, dental, and vision coverage with fully company-paid plan options
- 401k with 5% matching
- A minimum of 25 days of PTO per year
- Paid educational and wellbeing days off
- Parental, bereavement, and sick leave
- Wellbeing, learning and development, and commuter allowance
- Home office setup budget
- Weekly free office lunch
- Workation: Work from inspiring locations around the world (45 days annually)
- Invite to our summer company meet-up
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