Customer Success Representative re - engaging and retaining Prophix customers using its financial performance platform. Driving renewals, adoption, and account expansion across a SaaS portfolio.
About the role
- Senior Customer Success Manager helping Chili Piper’s B2B SaaS customers adopt its Demand Conversion Platform. Owning onboarding, technical success, retention, and expansion opportunities across EMEA.
Responsibilities
- Own customer onboarding and ensure fast time to value
- Train customers and help them implement new use cases
- Hold customers and Chili Piper teams accountable to defined success criteria
- Engage across the Customer organization and work cross-functionally to identify opportunities and risks and present recommendations and solutions
- Proactively solve and act as a point of escalation for technical issues
- Provide regular updates, status, and next steps through Slack and email, plus weekly 1:1s with the Manager
- Produce internal best practices and customer user stories
- Collaborate with Sales, Customer Marketing, and other Post-Sales functions
- Build customer advocates through case studies and references
- Identify upsell and cross-sell opportunities for the Account Management team
Requirements
- Technical experience is required, such as implementing Salesforce or Marketing Automation systems or handling technical support cases
- Basic understanding of Javascript, HTML, and CSS
- Strong proficiency and experience using Salesforce, with 1–2+ years minimum
- Strong proficiency and experience using Marketing Automation software, with 1–2+ years minimum, including Marketo, Pardot, or HubSpot
- Salesforce implementation knowledge, including data model, standard and custom objects, REST API, Administrator, and Managed Package
- Experience working with cross-functional teams within a customer organization to support a joint outcome
- Demonstrated ability to communicate effectively via oral and written formats
- Motivated, solutions-driven, and conscientious
- Passion for customer success and excellence
- SFDC certifications are a strong plus
- Marketing Automation certifications are a strong plus
Benefits
- Competitive pay based on market rate wherever you live
- Unlimited vacation
- Generous health, dental, and vision insurance
- Any equipment/software/tech that you need to do your job
- Annual professional development stipend of $2,000 USD
- Equity - all Pipers receive stock options
- Annual company retreat in epic locations
- Freedom and flexibility as part of a 100% distributed team
- Work from wherever you want in the world
- Autonomy and ownership
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
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