Shorthand

Customer Success Associate

Shorthand

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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Salary

💰 $85,000 - $105,000 per year

About the role

  • Drive customer success by ensuring clients achieve their business outcomes through effective Shorthand adoption while serving as a trusted strategic advisor.
  • Become an expert in using Shorthand.
  • Establish and revise goals each customer is aiming to achieve with Shorthand, and track progress towards those goals.
  • Be the go-to person for customer accounts assigned to you, and develop deep relationships with key personnel in your growth accounts.
  • Educate customers on how to use the platform and quickly help them to understand the value proposition of Shorthand for their business.
  • Lead co-creation sessions and provide specific story feedback to customers.
  • Guide and advise all customers as required.
  • Provide an outstanding customer experience at all times.
  • Provide feedback on customers, customer experience, performance and outcomes when requested.
  • Quickly and efficiently answer customer questions, resolve issues or escalate them to the correct person via relevant customer communication platforms daily.
  • Triage customer communication to the correct person/team when required.
  • Handle basic account admin for customers and ensure all customer data is up-to-date.
  • Run webinars and demos, and record/edit short tutorial videos.
  • Assist with creating or maintaining training materials and resources, guided by your direct customer interaction and experience.
  • Identify and escalate customer growth opportunities to Sales.
  • Collaborate daily with colleagues in Customer Success, Sales, Growth & Marketing, Engineering, Technical Support and Finance.
  • Report bugs and potential platform improvements.
  • Use relevant tools for daily customer interactions, light data analysis and administrative duties (including but not limited to Front, Elevio, Pipedrive, Chargebee, Notion, Linear, Shorthand Community).

Requirements

  • Minimum of 1+ years of experience in a customer-facing role.
  • Strong communication skills, both written and verbal.
  • An eye for or experience in design.
  • Experience in web design or publishing (CMS or website management).
  • HTML, CSS and/or Javascript experience.
  • Experience with web analytics and SEO.
  • Experience in a small business, startup or B2B SaaS environment.
  • Very high achievement in your chosen field as demonstrated by outstanding performance in a previous role or academic results.
  • A strong preference for remote work.
  • Experience in journalism, communications, or closely related field is desired but not essential.
  • Remote work experience is also desired but not essential.
Benefits
  • Fully remote working and an allowance for a co-working space.
  • An allowance for setting up your home office, a laptop, and any peripherals you need to do your job.
  • An Employee Option Plan for all team members.
  • True autonomy, with freedom to own and grow the role you occupy.
  • The opportunity to work in a growing SaaS company that is still small enough that you can make a real impact.
  • A Health and Wellness fund to support a healthy lifestyle, as well as access to coaching and counselling services.
  • Paid parental leave if you are growing your tribe.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
HTMLCSSJavaScriptweb designpublishingweb analyticsSEOcustomer data managementlight data analysistraining material creation
Soft Skills
communication skillsrelationship buildingcustomer experienceproblem solvingcollaborationstrategic advisinggoal trackingcustomer educationfeedback provisionadaptability