What are the responsibilities and job description for the Customer Success Manager position at debtbook?
About this Role
Our Customer Success Management team is responsible for maintaining positive client relationships that ultimately lead to contract renewal with DebtBook. We're looking to add a Customer Success Associate with exceptional communication and relationship building skills to join our growing team. You will be responsible for engaging DebtBook customers at all levels of their organization in an effort to promote adoption and full utilization of the DebtBook suite of products.
What You’ll Do
- Work within defined processes to drive customer health and successful renewals.
- Follow structured plays to reach out to customers by phone and email who are approaching renewal and ensure appropriate engagement.
- As part of this outreach you will identify customers who need additional support and arrange resources for their success (scheduling meetings with product experts, providing additional training, providing resources like Help content and relevant one-pagers)
- Stay abreast of product changes, educate customers on the value of new functionality and foster adoption of those features.
- Support team initiatives to drive more product adoption.
- Act as the voice of the customer internally, sharing customer feedback with the product team & proactively identify opportunities to solve customer challenges
What You Bring
- Minimum 1 year of customer or prospect-facing experience in a SaaS environment; Fintech experience a plus
- Strong communication skills, to reach out to customers, build trust, and ensure value delivery.
- Strong desire to work with customers to demonstrate the value of the DebtBook application.
- Willingness and ability to become a product expert on all areas of the application.
- Experience with industry leading CRM and CSP softwares to drive workflows (e.g. Salesforce, Hubspot,ChurnZero, Gainsight)
- Excellent organizational and time management skills
- A passion for technology and how it can transform organizations
- Comfort in a fast moving startup environment with shifting business demands
Why DebtBook
Proud to be named one of the “Best Places to Work” by Charlotte’s Business Journal, DebtBook is a fast-growing company where we dream big, move fast, make an impact, and bring joy to everything we do. Our core values drive our success as an organization, and we are looking for talented teammates who share our passion for challenging the status quo, innovating in all we do, and wanting to make a difference.
When it comes to benefits and perks, we are committed to supporting our employees’ well-being to make their lives better, both in and out of the office. We offer:
- Competitive salaries plus equity (stock options) for all employees;
- Comprehensive health, dental, and vision insurance, 401(k) with employer match (100% match on the first 3% and 50% match on the next 2%)
- Flexible work schedules and generous leave policies (including unlimited PTO)
- Professional development opportunities and tuition reimbursement
- Family and wellness perks
DebtBook is an Equal Opportunity Employer. We value diversity and prohibit discrimination and unlawful harassment in the workplace. All applicants will receive consideration for employment based upon their qualifications without regard to race, religion, color, national origin, ethnicity, gender, gender identity or expression, pregnancy, sexual orientation, age, marital status, genetic information, political affiliation, National Guard or veteran status, disability, or any other protected status under federal, state, or local law. We welcome and encourage applicants with disabilities to contact our team for assistance during the application and hiring process. We are committed to expanding accessibility and making reasonable accommodations in accordance with applicable law.
