Job Description
Overview
Close is building the modern CRM for small, scaling businesses – just like us.
Today, we’re 100+ people across 22 countries. We’re united in our goal to help small businesses sell better by eliminating manual work and empowering them to focus on what matters most: relationships.
Close sets our compass by our customers and our people. Sustainability is core to serving both; we care deeply about the health of our business and the wellbeing of our team. We’re bootstrapped – meaning we’ve accepted no outside funding – and fully remote since 2016. The way we’ve chosen to build our business allows us to chart our own course.
Our team prioritizes impact, ownership, and quality. As a growing, remote-first company, we favor asynchronicity over meetings and we relentlessly prioritize work that moves the needle. We practice a mature approach to the workplace — we expect our team to manage time effectively, communicate thoughtfully with teammates and customers, and produce great work.
About the Role
Close is looking for a Customer Success Manager to help drive retention and growth among our new customers. In this role, you won’t be assigned dedicated accounts, instead, you’ll work with a variety of startups and growing companies as they begin their journey with Close. You’ll connect directly with our new customers (often Founders and CEOs!), acting as their Close consultant and setting them up for success on the platform.
Your focus will be on proactively reaching out to new customers to book account reviews where you will help them build strong sales processes within Close. As a CSM, you’ll make a real impact for the scaling businesses you work with, and directly increase customer retention.
You’ll report to our Manager of Customer Success, Forrest Dwyer and work closely with our Success team leaders, Meghann O’Brian and Liz Stephany. You’ll also work closely with our current CSM team.
You are:
- Backed by at least one year of experience with B2B SaaS in a customer success role.
- Preference given to candidates with either 1) frontline sales experience or 2) experience working for a CRM platform or a sales enablement tool. Our customers are sellers so a deep familiarity with sales tools or firsthand experience in Sales is preferred.
- A clear, precise communicator both verbally and in writing. You’ll be spending much of your time face-to-face with customers on Zoom, but you will also frequently write emails to provide consultation and advice to customers.
- Energized by working independently in a fast-paced environment. Our team moves quickly and our customers deserve prompt responses – you’ll be responsible for managing your time and prioritizing among many competing demands on your time.
- Able to build rapport with customers quickly. You won’t be owning a book of business in this role, so you’ll need to build new relationships every day.
- Highly emotionally intelligent. You have the ability to understand and empathize with the needs of others. You have a friendly, but strong demeanor.
- Experienced with working in a startup, ideally in a remote environment.
- Physically based in the U.S. and proficient in English. Preference for ET, CT, MT, and PT.
You will:
- Virtually train and onboard new and existing customers
- Proactively reach out to high-potential new customers
- Research to identify high growth and at risk customers
- Communicate effectively via multiple platforms (sms, call, email, Zoom, social) with all Close customers, including co-founders, executives, and sales teams
- Work closely with Success and Sales teams on seamless customer transitions
- Identify expansion opportunities and upsell customers
- Host and manage recurring office hours, group trainings, and interactive demos to support many customers at once
- Identify customer content needs and create FAQs, white papers, videos
- Communicate with customers in our online Community and via our Helpdesk software
Benefits
- Competitive compensation including an organization-wide goal-based bonus
- Paid Time Off: 5 Weeks PTO upon joining + Winter Holiday Break. Each year with the company, you’ll receive 2 additional PTO days
- Paid Parental Leave for primary and secondary caregivers
- Sabbatical: After 5 years with the team, you’re eligible for a 1 month paid sabbatical
- Healthcare (US residents): Medical, Dental, and Vision with HSA and FSA options
- (US residents) Dependent care FSA
- (US residents) 401(k): Up to 6% contribution match, 100% vested
Our Values
Build a house you want to live in – Examine long-term thinking and action
No BS – Practice transparency and honesty, especially when it’s hard
Invest in each other – Build successful relationships with your coworkers and customers
Discipline equals freedom – Keep your word to yourself and others
Strive for greatness – Constantly challenge yourself and others
