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Remote Customer Success Manager 🔥


To read the full job description, go to: https://team.qwilr.com/zMwINrnrRiSx

[1]


Qwilr is looking for a Customer Success Manager (CSM) in North America to proactively support Qwilr's enterprise customers. You will be their main point of contact and will manage the relationship from onboarding onward. Our goal is to have a long and meaningful relationship with all of our customers. We want them to have an excellent time with Qwilr the product, and Qwilr the company.



The day-to-day of this involves:
  • Oversee a portfolio of around 150 customers, managing their success throughout the entire customer lifecycle. The bulk of your customers will be located in EU, UK, or east coast US.
  • Gain a detailed understanding of the customer's needs, starting from the sales handoff.
  • Deliver an onboarding experience and product training tailored to the customer's workflow, onboarding around 10-15 new customers per month.
  • Proactively build a strong relationship with customers, promoting the full value of Qwilr and driving end-user adoption.
  • Use your understanding of their business to establish clear goals and milestones.
  • Monitor for churn risk and drive expansion.
  • Manage contract renewals - driving expansion where possible, ensuring on-time payments, and setting goals for the upcoming year.
  • Manage paid professional services engagements with your client and the services team.
  • Collect customer feedback and communicate it back to our product team.
About you:
  • You have at least 2 years of customer success/account management experience in a SaaS company (bonus points for experience in a startup)
  • You are good at recognizing churn risk, troubleshooting problems, and solving complex customer issues.
  • You are comfortable managing around 150 accounts across multiple timezones primarily from the east coast and further east into Europe.
  • You're experienced in growing accounts.
  • You can talk about money comfortably, and have a history of being successful with expansions.
  • You have a strong understanding of Salesforce. (admin experience would be a nice bonus)
  • Asking powerful questions to understand customer needs is your super power.
  • Working in a remote environment is familiar and comfortable to you.
  • You are a self-starter with experience rolling out improvements that enable a function to perform better.


To read more about our team, perks and the application process, head to: https://team.qwilr.com/zMwINrnrRiSx [2]



Note:

Applications won't begin to be reviewed until April 4th -- so take your time. Interviews will start the week of April 11th and our application form will close on April 11th.








  1. https://team.qwilr.com/Customer-Success-Manager-Qwilr-zMwINrnrRiSx
  2. https://team.qwilr.com/zMwINrnrRiSx

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