Customer Success Lead

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. As a key member of the team, 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.

OBJECTIVES OF THIS 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).