Offer summary

Qualifications:

5+ years of experience in customer success or account management with proven high performance., 2+ years of experience in people management., Excellent written and verbal communication skills with high attention to detail., Proficient in using software tools such as G Suite, CRMs like Hubspot, and project management tools like Jira/Asana..

Key responsibilities:

Lead and develop the Customer Success Moving team to achieve company and individual goals.

On-board, manage, renew, and upsell a portfolio of customers while maintaining a net retention rate target.

Teach customers how to effectively use products and guide them through behavior change processes.

Record training videos, host webinars, and communicate customer feedback for product enhancements.

Job description

The Yembo Customer Success team is a key department for building a strong client base of raving fans. As the manager of our Customer Success Moving team you will be responsible for ensuring our moving customers get maximum value from the Yembo suite of products while building and developing the Customer Success Moving team. You will focus on nurturing close relationships with enterprise level clients and creating best in class workflows that optimize client ROI, at the same time you will work on managing and engaging the Customer Success Managers on your team.

Key Responsibilities

Lead, develop and support the Customer Success Moving team in order to achieve company, team and individual goals
Foster a collaborative and respectful work environment using clear, measurable expectations and strong feedback loops
On-board, manage, renew, and upsell a book of customers, including owning a net retention rate target
Teach our customers how to effectively use our products and guide them through the behavior change process
Identify expansion opportunities and upsell customers
Occasionally visit customers on site to build key client relationships
Record training videos and host webinars
Debug customer issues and clearly communicate findings to engineering
Distill customer feedback into thoughtful, succinct product enhancement requests. The CS team plays a key role in defining how our product grows over time.

Travel

This position requires occasional travel to conferences and onsite visits with our customers. We anticipate travel up to 15% of the time on an as-needed basis.

Requirements

5+ years of customer success, or account management with a track record of high performance
2+ years of people management experience
Understand the difference between a customer success role (proactive, strategic) and a customer support role (answering customer requests)
Embrace tough conversations with challenging customers. The ability to push back on customer complaints and move a narrow conversation into a higher-level strategic discussion, and to root-cause challenges beyond stated issues.
Excellent written and verbal communication skills
High attention to detail
Highly proactive
Skilled with using various software tools -- G Suite, CRMs like Hubspot, project management tools like Jira/Asana, etc

Salary: $115,000 USD

Benefits

100% Employer Covered Health Care Plan for you and your family (Medical, Dental & Vision)
Retirement Plan (We offer a 401k with 4% company match)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Unlimited Flex PTO, Flexible Sick Leave & 11 National Holidays)
Parental Leave for both caregivers
Annual Events & Meetups
Work From Home (Fully Remote Team)
Stock Option Plan
Learning & Development Opportunities

If you don’t meet all the requirements but think you would be a great fit for our team, we’d still love to meet you and encourage you to apply! Additionally, check out our careers page for more information on Yembo!

Notice

Yembo is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment, as Yembo does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation or any other classification protected by Federal, state, or local law.

We are not accepting submissions from recruiting firms at this time.

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