Customer Success Hero Jobs

We're looking for an empathetic, detail oriented go-getter to join our growing customer success team!

• Please note -- this role is remote. Weekday AND weekend availability is required

About Simplero:

Simplero is an all-in-one marketing software for course creators, coaches & online marketers. Our product and team exist to enable our customers (creators) to help humanity solve life's biggest challenges. Founded in 2009 -- Simplero is a profitable, bootstrapped start-up with over 2,500 active customers who have collectively earned over $400 million in revenue using our product.

About the Role:

Customer success is the heartbeat of Simplero. Full stop.

We take our customers & their success very seriously and work around the clock to ensure they feel supported. As a customer success hero, you'll be the "face" of Simplero as you guide customers through our product and build long-lasting relationships -- all while providing an outstanding customer experience.

Responsibilities:

• Analyze the KPIs and metrics available to make the organization evolve and improve the overall performance of your team
• Create & nurture a trusting relationship with our customers
• Work on side projects (improve internal processes, enrich our support offer, create roadmap for upcoming quarters, etc.)
• Level up our self service options to reduce ticket volume
• Partnering with Product and Engineering to release improvements and audit new features
• Conduct & lead technical workshops and training sessions for all Simplero customers
• Develop and maintain technical documentation to facilitate knowledge sharing and improve the efficiency of future implementations
• Work cross-functionally with our Engineering & Product team to troubleshoot and resolve complex technical issues
• Set and maintain exceptional response times and satisfaction ratings
• Ensure a flawless experience through every step of the customer journey (onboarding, training, follow-up, etc.)
• Act as a customer advocate by identifying and effectively communicating customer feedback, requirements, and challenges to drive product improvements and customer success

Requirements:

• 5+ years Customer Success/Support experience, ideally in a SaaS B2C environment
• You'll be expected to work weekdays 9-5pm & one weekend day for 4 hours
• Proven technical background with experience working on complex software, services or products

Bonus Points

• Familiar with CS key metrics (NPS, CSAT, churn, retention, expansion) and tools
• Experience with community-driven products
• Knowledge of relevant technologies (e.g., HTML, CSS) is a plus

You'll thrive in this role if...

• You overly communicate. Whether a task is complete, you need further guidance to solve a problem or you have feedback -- you're not afraid to ask questions, speak up & get stuff done.
• You're ridiculously proactive. You're five steps ahead of the next task. You anticipate a customer need, issue or concern before they do
• You're an owner. You take on projects with ownership & gusto. You love to build things from scratch and explore new possibilities to achieve your goals.
• You're customer-obsessed. You believe customers are the hear of our organization. You collect feedback regularly and make customer needs a priority

Simplero Core Values

• Always be optimizing: We are all owners & problem solvers. We're convinced that an unstoppable team & product are created by questioning everything, asking the tough questions & always optimizing for the best path forward
• Real Talk: We're obsessed with personal & professional growth. We believe the quickest way to get there is by direct feedback. We welcome hard conversations, we invite raw honesty to the table and we celebrate realness....for real.
• Make it Simpler(o): Simplero was built on making hard things, simple. We believe in tackling hard problems with focus & levity to achieve solutions that are easy & digestible. We practice this internally by using the 1:3:1 problem solving method. State the problem, propose 3 potential solutions, recommend a solution.