Customer Success Coach

**Please read the job description carefully before applying.

Remotebridge helps global startups hire best-in-class GTM talent globally. We’re one of the fastest-growing, US-based staff/capabilities augmentation companies, laser-focused on post-sales roles in the SaaS industry. We’re currently hiring for the role of a Customer Success Coach to support one of our Canadian clients in the SaaS industry. As with all our roles, we’re dedicated to our client’s needs and help them get to work with top talent from the Middle East and Western European region for this role. We hold ourselves and the people we bring onboard with highest levels of accountability to deliver exceptional client experience and exceed performance expectations.

Job Title: Customer Success Coach

About this awesome role

We believe that our success is dependent on the value our customers derive from our products and the experience they have with them. As a Customer Success Coach – you

• Love challenge and change; you’re up for anything

• Are a great listener and expert problem solver with the ability to juggle many competing priorities at once

• Have an understanding of the web and how it works. You’ve not necessarily written and deployed your own JQuery-based, CSS-heavy responsive sites, but you’re also not intimidated by the technology

• Are a successful relationship builder and demonstrate deep empathy for your customers and have an innate curiosity about driving success

• Have been told you are an amazing communicator and have excellent verbal and written skills

Role and Responsibilities

• Embody the following values: being selfless, empathetic, nimble, skilled, entrepreneurial, and to act with integrity

• Develops and nurtures strategic relationships with your customers that are built on trust, advisory, and empathy. This includes owning the relationship with the customer Champion and Admin, and ensuring both breadth and depth in your customer relationships

• Develops joint customer success plan (i.e. the account roadmap) and orchestrates resources to deliver against them

• Farms new customer business problems that solving would deepen the value our products and our team delivers to the customer

• Shares success stories back to the customer and solicits feedback on the business impact

• Manages overall financial health of your customer, including renewals, up-sells, and all relevant proposal and strategy development and writing

• Leads your customer through maturity assessments – the diagnostic tool and discussion used to support the development of joint customer success plans and to farm new customer business problems

• Responsible for progressing your customer through the Welcoming and Kicking Off phases, and the Adopting and Scaling phases of the customer journey on time

• Orchestrates cross-team collaboration, including the inclusion of sales, marketing, and the executive team in joint customer success plan development

• Gathers formal feedback from your customer champion and admins through regular 1:1s, status meetings, and asynchronous tools

• Upholds a customer experience standard that includes: customers are treated with respect, empathy and dignity, agendas sent ahead of meetings, that customer emails or messages received prior to 5pm are replied to same-day, even if just to acknowledge their receipt, and well-managed meetings – meaning starting and ending on time, kicking off with an agenda, closing with next steps, and documenting meeting outcomes 

Required Skills and Experience

• 5+ year of relevant experience in a customer-facing role, SaaS experience a plus

• Effective communicator both verbal and written

• Rise to the challenge when working under pressure

• Awesome interpersonal skills, able to quickly build external and internal relationships

• Analytical and problem solving skills – understanding of PowerBI or similar business intelligence tools is a bonus! 

Location

• Remote – Middle East, Western Europe

Note: We appreciate everyone’s interest in applying at Remotebridge and we try our best to respond to all applications regardless of the outcome. Please bear with us as we work our way through the application process.