Responsibilities

• Cultivate strong relationships with mid-market customers, developing tailored success plans to drive product adoption, growth, and retention
• Proactively communicate new features and enhancements to the Collectly product, ensuring customers are informed and engaged
• Conduct comprehensive training sessions for new users on the Collectly platform, enabling them to maximize its benefits
• Collaborate closely with the product team to align the product roadmap with customer needs, ensuring ongoing relevance and value
• Facilitate Quarterly Business Reviews (QBRs) with key stakeholders from medium-sized accounts, driving strategic discussions and identifying opportunities for mutual growth
• Harness customer relationships to create compelling case studies, secure referrals, and generate positive reviews for Collectly
• Serve as the primary point of contact for customer inquiries and escalations, providing timely and effective resolutions
• Monitor customer usage and performance metrics, identifying trends and opportunities to optimize their experience and drive increased value
• Collaborate with the sales team to identify expansion opportunities within existing accounts, helping to drive upsell and cross-sell initiatives
• Act as a customer advocate within the company, ensuring that customer feedback and insights are shared across relevant teams to drive continuous improvement
• Stay informed about industry trends and best practices, leveraging this knowledge to provide strategic guidance and advice to customers
• Participate in relevant industry events and conferences to network with customers and industry peers, representing Collectly as a thought leader in the space

Requirements

• 2 + years experience in a customer success role at a SaaS company
• Strong understanding of customer success principles and methodologies
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers
• Demonstrated unwavering passion and drive with a commitment to proactive communication and a commitment to innovation
• Demonstrated ability to manage multiple projects and priorities simultaneously
• Analytical mindset with the ability to interpret data and trends to drive strategic recommendations
• Experience working cross-functionally with sales, product, and support teams
• Proficiency in CRM software and other relevant tools
• Bachelor’s degree from an accredited university
• Willingness to travel for customer meetings and industry events
• This role is hybrid and does have an on-site requirement in our Los Angeles (Santa Monica) office. Therefore, only candidates located in Los Angeles will be considered.

What We Offer

• Unlimited PTO
• Stock options
• 100% employer covered medical benefits (including vision and dental)
• 401k with Company Match
• Student Loan Contributions
• Hybrid work scheduled (4 days in office, 1 day work from home)
• Compensation: $110,000 - $135,000 OTE