Customer Success Manager (CSM)

Position

Customer Success Manager (CSM)

Location

Austin, TX

Salary

Job Type

Full-Time

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At TeleVet, the customer success manager will understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as feed into the product roadmap. You’ll be involved in all aspects of support, account management, demonstrating the product, educating customers and more. All team members look to customer success for input across all key decisions.

What you will do

  • Understand customer outcomes by communicating with customers, analyze customer health metrics, run NPS and gather other feedback via Intercom, Heap, Parlor, and more
  • Represent the voice of the customer to provide input into every core product, marketing and sales process
  • Collaborate closely with team members support renewals and expansion opportunities
  • Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support
  • Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers
  • Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
  • Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
  • Being the main point of contact between the company and a number of named enterprise accounts

Requirements

  • 3+ years customer success or account management experience in a SaaS or software company
  • Proven track record of working in a customer facing role
  • Experience of working with Intercom or similar live chat platform useful but not essential
  • Have, or be willing to learn, basic technical skills in html, javascript, css and connecting to APIs to confidently discuss technical terms

Our Beliefs

  • We’re mostly self-taught, infinite learners
  • We like to move fast especially when we’re on the right track
  • Productivity is measured on value created, not how many hours you put in
  • We prefer to take a step back from our daily grind to think about the bigger picture and why we’re doing what we're doing
  • We’re a customer-centric company, nearly everything we create is based on real learnings from our customers
  • Our best work is done in a collaborative effort where individuals have autonomy and meaningful responsibilities

Benefits & Perks

Healthcare Coverage

We got your premiums covered.

Unlimited Vacation Days

Just get your work done.

Equity

Cheap and early stock options.

Redbulls, Coffee, Beer, & Snacks

Stay energized and fueled.

Pet Health Insurance

We got your furry one covered.

Monthly Sabbatical Day

Take a day for personal growth.

SXSW Badges

Discover, learn, and network on us.

Collaborative Office Space

Work in the startup hub of Austin.

Work From Home

Stay home when you need to.

Free Udemy Classes & Educational Books

Be an infinite learner.

Casual Dress Code

Wear what makes you comfortable.

Free Veterinary Telemedicine

We know a vet or two.

Apply Now