Customer Success Manager @ DESelect in United States Austin

We are looking for a Customer Success Manager. To succeed in this role, your main KPI is to make sure customers are successful with our SaaS solution, which translates into upsells and minimal churn.

Your responsibilities

• Onboarding new customers
• Maintaining the customer support portal
• Collaborating with the product team
• Have quarterly success calls with each customer
• Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities
• Create customer success stories
• Work to mitigate churn
• Manage NPS surveys and follow-up on engagement metrics to identify customers-at-risk
• Make sure customers understand and use the available features so they get the maximum value out of the product.
• Manage cases logged in the support software (Zendesk)

Requirements

• Basic understanding of SQL
• Analytical; understand data models and analyze complex customer needs and SQL queries
• Listening
• Customer-focused, willing to help people
• Strong English skills, both written and spoken
• A high level of accuracy and attention to detail
• Excellent communication and interpersonal skills
• Self-organized (managing your calendar, tasks, emails,..)
• Flexible, able to operate effectively with uncertainty and change
• Driven, self-motivated, enthusiastic, and with a “can do” attitude
• Comfort in a startup environment; we move quickly and wear many hats in a dynamic environment

Required experience

• 2+ years of experience in a customer-facing role, as either:
• Customer success or account management role (in a SaaS or software company preferably)
• Management consulting role (preferably as a Marketing Cloud consultant)
• Proven track record of working in a customer-facing role working with enterprise and corporate clients. Experience working with, and managing, stakeholders and customers.
• A thorough understanding of Salesforce Marketing Cloud would be a big plus. This knowledge could have been achieved by using the platform as a user, or as a consultant.

Benefits

• Unlimited PTO policy 
• Medical, Dental, Vision Insurance 
• A competitive earning package that a stock options 
• Global connection and dynamic leadership team that includes an advisory board of successful founders and senior executives – with 3 unicorns amongst them
• Hybrid working motion

About us

DESelect is the marketing data enabler for Salesforce AppExchange. Our solutions allow marketers to segment, search and connect their Salesforce Marketing Cloud data with ease.

We bootstrapped to $1.3M ARR in less than 2 years, raised $5.5M right after in October 2021 with VC Adjacent as the lead investor, and then blasted on. Our advisory board consists of successful founders and senior execs – 3 unicorns amongst them.

At DESelect, we seek to create a “context for success”, where people make an impact and form lasting relationships. We are principles-driven people with a “work hard, play hard”-attitude. To learn more about our vision, team, and principles, head over to www.deselect.com/about.

Ready to join the rocket ship?