Customer Success Associate

Role Overview

• Drive customer success by ensuring clients achieve their business outcomes through effective Shorthand adoption while serving as a trusted strategic advisor.
• Become an expert in using Shorthand.
• Establish and revise goals each customer is aiming to achieve with Shorthand, and track progress towards those goals.
• Be the go-to person for customer accounts assigned to you, and develop deep relationships with key personnel in your growth accounts.
• Educate customers on how to use the platform and quickly help them to understand the value proposition of Shorthand for their business.
• Lead co-creation sessions and provide specific story feedback to customers.
• Guide and advise all customers as required.
• Provide an outstanding customer experience at all times.
• Provide feedback on customers, customer experience, performance and outcomes when requested.
• Quickly and efficiently answer customer questions, resolve issues or escalate them to the correct person via relevant customer communication platforms daily.
• Triage customer communication to the correct person/team when required.
• Handle basic account admin for customers and ensure all customer data is up-to-date.
• Run webinars and demos, and record/edit short tutorial videos.
• Assist with creating or maintaining training materials and resources, guided by your direct customer interaction and experience.
• Identify and escalate customer growth opportunities to Sales.
• Collaborate daily with colleagues in Customer Success, Sales, Growth & Marketing, Engineering, Technical Support and Finance.
• Report bugs and potential platform improvements.
• Use relevant tools for daily customer interactions, light data analysis and administrative duties (including but not limited to Front, Elevio, Pipedrive, Chargebee, Notion, Linear, Shorthand Community).

Requirements

• Minimum of 1+ years of experience in a customer-facing role.
• Strong communication skills, both written and verbal.
• An eye for or experience in design.
• Experience in web design or publishing (CMS or website management).
• HTML, CSS and/or Javascript experience.
• Experience with web analytics and SEO.
• Experience in a small business, startup or B2B SaaS environment.
• Very high achievement in your chosen field as demonstrated by outstanding performance in a previous role or academic results.
• A strong preference for remote work.
• Experience in journalism, communications, or closely related field is desired but not essential.
• Remote work experience is also desired but not essential.

Benefits

• Fully remote working and an allowance for a co-working space.
• An allowance for setting up your home office, a laptop, and any peripherals you need to do your job.
• An Employee Option Plan for all team members.
• True autonomy, with freedom to own and grow the role you occupy.
• The opportunity to work in a growing SaaS company that is still small enough that you can make a real impact.
• A Health and Wellness fund to support a healthy lifestyle, as well as access to coaching and counselling services.
• Paid parental leave if you are growing your tribe.