Chargify, a Scaleworks portfolio business, is seeking a talented and passionate Customer Success Manager to establish and grow relationships with our customers as well as advise and guide them ensuring they adopt the product widely and are continually driving business value from Chargify.
Who Are We?
Chargify turns billing into a competitive edge for recurring businesses. When most people think of their company's billing system it's not pretty: slow, rigid, limitingwe call it the billing bottleneck. However, we live in a time where businesses must create real long-term relationships with their customers that constantly evolve along with their customers' needs. Billing needs to be elastic so that can happen.
Chargify's system helps businesses deliver and bill personalized offers at scale, which blend the right combination of product, tailored packaging, pricing model, and price point...and makes it easy to change over time. We help businesses end their billing bottleneck!
Chargify's culture is one of our secret weapons; check out our core values. Our team is engaged, curious, funny, inclusive, thoughtful, smart, and reliable.
Required skills and experience:
1-2 years of related Customer Success/Account Management experience
Understanding of revenue growth and churn indicators
Experience identifying at-risk customers
Resourceful and patient handling complex situations
Ability to acquire data and details from multiple functions to form a holistic view of the customer experience
Ability to change priorities quickly and work well under pressure
Ability to manage multiple mediums in order to research customer information, incidents, issues, etc.
Understanding of SaaS
Excellent written and verbal communication skills
Easily adapts to new software applications and technologies
Ability to provide clear and concise instruction
Exceptional customer service instincts
Attention to detail
Desired skills and experience:
Zoho or Salesforce CRM's, Zendesk, and/or other Customer Success SaaS tools preferred
Knowledge of API's, JS and CSS a BIG plus!
Experience in Excel formulas and macros a plus
About the position
Chargify seeks someone who can support our Customer Success Manager (CSM) team by facilitating transactional duties. This role is intended to help enable our Customer Success Managers to be successful and oversee the accounts which do not have an assigned CSM. Must share our passion for our product and will find ways to help our merchants succeed and grow. The role requires strong communication skills and the ability to anticipate customer needs before they arise in order to facilitate a proactive approach to managing the relationship. Candidates must have a high level of ownership and the ability to understand changes and solutions for any issues that arise. The ideal person isn't afraid to ask questions, learns quickly and can adapt well to rapid growth and continuous change. Strong empathy skills are important in this role along with an obsession for creating a highly valued customer experience. Enthusiasm for solving problems and helping others should shine through in all of your verbal and written interactions.
Your responsibilities will include:
Build and maintain strong relationships with team of Customer Success Managers and customers alike. Serve as the point of contact for unassigned accounts and oversee the customer lifecycle.
Perform transactional duties to enable CSM team and facilitate their success
Work closely with onboarding, support, and CSM teams to help deliver exceptional customer experiences
Record data based on customer intel, needs, pain-points and set tasks to follow-up as improvements and/or changes are released
Identify churn risks and revenue opportunities
Up-sell and facilitate revenue growth
Manages assignment of tickets in CSM queue and ensures customers are receiving appropriate response
Document business and technical intel about Chargify customers
Identify and execute improvements of Chargify's internal processes and procedures
Perform product and feature demos, user training, and public facing webinars
Escalate issues to Support and other internal teams as needed
Is a strong representation of Chargify and our brand, values and culture; high level of integrity is important
Minimal travel required at least 1-2 times per quarter
Full-time employees will be eligible for our benefits package, which includes:
Medical, dental, and vision insurance plans
Open PTO policy
9 paid holidays each year
Company-paid Life and AD&D coverage with the option to purchase additional coverage
Company paid Short Term Disability coverage
Medical and dependent care flexible spending accounts
Chargify is a globally-recognized leader in the Recurring Billing and Subscription Management space. Since 2009, we have delighted thousands of merchants with our ease of use, customer service, and reliability.
We are an equal opportunity employer and do not discriminate against protected characteristics. We guarantee that all candidates will be given the same consideration.