Job Level
Mid-LevelSenior
About the role
- Collaborate with our existing clientele, consisting of creators, founders, and CEOs, to foster the expansion of their online video subscription enterprises.
- Establish deep relationships with new and existing customers, understanding their challenges, and offering strategic guidance to help them meet their goals and maximize their ROI
- Own the client experience by establishing rapport, providing training, identifying opportunities and driving product adoption
- Expand current customer accounts through upsell opportunities of products and services
- Conduct negotiations with clients to secure contract renewals with price increases, balancing client satisfaction and company profitability
- Own data and analytics for all things related to the customer including segmentation, account health, adoption, NPS, and churn
- Become an industry expert by continuously seeking out and learning industry trends and best practices
- Act as an escalation liaison between the customer, Technical Support, and Product Development to help resolve technical issues blocking product adoption
- Provide customers with marketing, industry and platform best practices
- Connect customers with ecosystem partners (i.e. software, agencies, production)
- Mitigate churn by proactively addressing leading indicators
- Maintain and update an accurate log of activity in our CRM system
- Partner cross-functionally with Product, Marketing and Sales to deliver a best-in-class customer experience
- Preemptively spot patterns to improve usage and adoption
Requirements
- 3+ years of Customer Success and/or Account Management, preferably in SaaS
- Excellent communication, presentation, written, negotiation and listening skills
- Demonstrated interest in the SaaS, online video, and influencer industries
- Growth mindset and a positive attitude
- Ability to organize and prioritize time and tasks
- Strong interpersonal skills to successfully communicate and negotiate with internal and external customers
- Graduate of a four-year university or equivalent professional experience