Customer Success Specialist hybrid - Vancouver, Canada - Produce8

Produce8

Verified Company

Vancouver, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

At
Produce8, we think the future of work is digital, flexible, and results oriented, yet the status quo remains largely analog and in-person, with success often measured in hours worked rather than results achieved.

Work needs a re-think, and we're stepping in to enable this shift by building a new category of software to help teams collaborate, communicate and work more effectively in a healthier work environment.

A venture-backed startup launched out of Top Down Ventures, Produce8 is a digital work analytics platform that helps distributed and digital-first teams understand how they interact with their technology and each other so that they can limit unnecessary distractions and create space to thrive.

If you're looking to continue building your career in SaaS, this is an opportunity to join a team dedicated to building a company and a culture you'll want to stay with for years.

The Opportunity

There are two essential levers to a successful B2B SaaS startup: Building a great product, and offering an exceptional experience for customers.

As a
Customer Success Specialist, you will work closely with the Manager, Customer Success to develop and provide exceptional customer experiences.

In short, you'll be responsible for ensuring that our customers succeed in realizing effortless value from every stage in their journey as Produce8 customers.

Core Responsibilities
-
Onboarding: Help our customers launch successfully and realize value quickly by helping to develop and offer effective 1:1 and 1:many onboarding offerings
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Education: Regularly contribute to our customer-facing help center resources (KB articles, community, video tutorials, webinars, etc.)
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Lifecycle Management: Identity and action expansion opportunities and retention efforts, then own the customer conversations.
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Advocacy: Become a champion for our customers by understanding their needs and identifying opportunities for improvement in the value we deliver across their lifecycles.

Additional Responsibilities

Develop deep product expertise in Produce8 and the problem we are trying to solve for our customers.
Relentlessly pursue opportunities to consistently improve the customer experience at every stage
Support our Sales team by delivering strong technical support during both preand postsales activities and by constantly identifying opportunities to bring more value to our customers
Carry out periodic health checks to reduce churn and increase customer satisfaction
Gather customer feedback and share it internally to improve the product and/or establish better Customer Success practices
Keep customers updated on changes to the product they're using: new features and new products they might find useful
Encourage customer advocacy through surveys, external reviews, case studies, testimonials, and referrals
Actively prioritize revenue retention and expansion within our current customer base
Contribute to building and evolving our CS team and offering
Participate in and lead various projects across our company based on organizational needs, and your skills & interests.

Qualifications:

A track record of success in customerfacing B2B SaaS doing Onboarding, Support, CSM, Account Management, and/or Customer Education
Demonstrated history of working across departmental lines, thinking outside the box, and showing a willingness to tackle new problems (because joining a startup means not limiting what you do to what's in this JD)
Selfmotivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
Able to act with diplomacy, tact, and poise under pressure when working through tricky customer issues
Sociable selfstarter dependable and able to manage multiple priorities and responsibilities seamlessly
Ability to learn fast and articulate technical concepts flawlessly
Exceptional communication skills with a positive and upbeat personality
You enjoy solving big challenges with a small, tightknit team
You're comfortable sharing your knowledge and skills with customers and teammates as well as asking for help when you need it

Serious bonus points if you have:

Experience in Sales or with upselling/cross-selling
Familiarity with Hubspot CRM and ServiceHub
Understanding of selfservice & knowledge management approaches (especially KCS methodology)

About Us (Culture and Team)

We embarked on this mission because we genuinely love building great products, and everything we do is oriented toward creating an environment that fosters innovation and excellence.