Customer Success Manager at SupportLogic (Remote)

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About SupportLogic

SupportLogic SX™ is a platform that elevates customer service experience by leveraging natural language processing (NLP) and machine learning (ML). The platform seamlessly integrates with your existing ticketing system (such as Salesforce Service Cloud, Zendesk, Microsoft Dynamics), reads all the comments in every ticket to extract key signals related to customer sentiment and churn, predicting outcomes and providing proactive recommendations.  Customer Support and Success organizations use the platform to stay on top of how their customers feel about them thus improving customer relationships, products and operations.

We are a well-funded startup with investments from top tier investors in Silicon Valley (Sorenson Ventures, Sierra Ventures) and a customer list that is a who’s-who of Enterprise IT companies.  We are privileged to have customers who are not only outspoken fans of our product but also prove it by renewing every year.

We are currently seeking customer-centric, energetic, and highly motivated individuals to join our Customer Success team. The Customer Success Manager (CSM) is responsible for cultivating and maintaining strong relationships within assigned accounts, ensuring high levels of customer satisfaction, user adoption, and recognition of ROI, leading to strong renewals and growth opportunities. The CSM works closely with our customers alongside Sales, Support, Product, and other technical teams to ensure our services are delivered successfully.

How your work will support our growth:

  • Build relationships with assigned customers, continually delight them with a positive, customer-centric attitude, and provide proactive strategy and guidance.
  • Work with customers to ensure they are leveraging SupportLogic effectively and finding value in our services.
  • Become an expert in our product and turn our customers into product champions.
  • Act as the voice of the customer internally as the steward of the customer relationship.
  • Work cross-functionally with Sales, Product, and Engineering to ensure a consistent and strong customer message is embedded in processes.
  • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.

About you (don't worry if you don't have this whole list- we expect you to learn with us):

  • Solid experience in a customer-facing role within Customer Success or Customer Support.
  • Demonstrated understanding of customer success and technical support processes and tools with a desire to learn new technologies.
  • Comfort with working with senior and executive-level customers, presenting new technologies and understanding their needs.
  • Demonstrated ability and desire to work and excel in a fast-paced startup environment.
  • Well-organized, with close attention to detail and the ability to prioritize.
  • Experience with cloud-based customer support (Salesforce, Zendesk, Microsoft Dynamics), product analytics (Pendo, Google Analytics), and customer success (Gainsight, etc.) tools is a plus.
  • Industry background from the Customer Support software domain preferred.

How we support our employees' growth and well-being (an abbreviated list- our goal is to have healthy, well-rounded employees):

  • Healthcare (medical, dental, and vision) for employee+ family is fully covered by us + FSA, Teledoc, EAP program, and more-  your health is our top priority, otherwise, you can't be expected to be your best at work.
  • ClassPass discount- whether it's yoga, bootcamp, cycling, or meditation that you crave, we're here to help make fitness accessible.
  • 401k match- we match the first 3.5% of your contributions
  • Remote 1st, collaborative, and transparent culture.
  • Unlimited PTO where you're encouraged to take to recharge.

Our differences make us better:

Our commitment to diversity and inclusion is deep and core to the company we're building. Our users are diverse, and we believe that our company needs to reflect the diversity of our users in order to build the best possible product. Discrimination of any type will not be tolerated at SupportLogic, and we pride ourselves in making sure that all employees feel heard, supported, and challenged. To that end, SupportLogic prohibits discrimination on the basis of race, color, religion, creed, sex, age, marital status, national origin, mental or physical disability, political belief or affiliation, veteran status, sexual orientation, gender identity and expression, genetic information, and any other class of individuals protected from discrimination under state or federal law in any aspect of employment and application for employment. 


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • JupyterFrameworks
    • Node.jsFrameworks
    • Google CloudFrameworks
    • TerraformFrameworks
    • spaCyFrameworks
    • PostgreSQLDatabases
    • SnowflakeDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • CanvaDesign
    • FigmaDesign
    • Google DocsManagement
    • Google SlidesManagement
    • DocuSignCRM
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM
    • Salesforce CPQCRM
    • Salesforce PardotCRM
    • FullContactLead Gen

An Insider's view of SupportLogic

How would you describe the company’s work-life balance?

Family first, but overtime the people you work with become family so you do anything you can to help others. If a family emergency ever comes up everyone bands together to help whoever is out.

Vladi

Senior Account Executive

What projects are you most excited about?

I'm excited for Mondays! It has been years since I have felt this excited to start the week and dive in with colleagues and customers. The best part is seeing how excited people get when we show them what we do. I can literally see lightbulbs go on and then the ideas immediately start flowing. Everyone here is passionate about what we do.

Nicole

Enterprise Account Executive/Account Manager

How does the company support your career growth?

When you join SupportLogic, you will experience a truly supportive environment where everyone works in transparency to contribute in improving how support organizations.

Asad

Director of Application Engineering

What are SupportLogic Perks + Benefits

SupportLogic Benefits Overview

- Healthcare (medical, dental, and vision) for employee+ family is fully covered by us + FSA, Teledoc, EAP program, and more – your health is our top priority, otherwise, you can’t be expected to be your best at work.
- 401k match – we are investing in you and your future from day 1.
- ClassPass discount- whether it’s yoga, bootcamp, cycling, or meditation that you crave, we’re here to help make fitness accessible.
- Remote 1st, collaborative, and transparent culture.
- Unlimited PTO that you’re encouraged to take to recharge.

Culture
Friends outside of work
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Diversity manifesto
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available

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