Customer Success Associate
Remote within Europe (GMT+2)
Why Qwilr
At Qwilr, we're doing something new...
We're building a platform to creates sales experiences that drives revenue. We do this by making it easy to create beautiful, interactive collateral with analytics on what buyers are interacting with, payments, e-sign, easy integration into your CRM, and all the other functionality you wish your old PDF documents had. We have made a beautiful product that solves a real market need, and that in turn has made us a strong business with a multi-million dollar ARR, consistent growth and incredibly low churn. It's now time for us to scale this growth and we want you to come and be part of it.
About the Role
As a Customer Success Associate, you’ll be a key player in helping our customers unlock the full potential of Qwilr. From smooth onboarding to ongoing support, you’ll ensure both new and existing SMB/Mid-Market customers have the best possible experience with our platform. You’ll guide trial users, helping them understand how Qwilr can transform their workflow, and manage a portfolio of customers, ensuring they continue to see value as they grow with us.
Note: This role is open to folks within Europe in the GMT+2 timezone.
What you'll do
- Serve as a Qwilr expert, leading trial customers through onboarding, setup, and training to ensure they get up to speed quickly.
- Manage a portfolio of ~250 SMB customers, providing scaled support to ensure long-term value and growth.
- Proactively reach out to customers to foster engagement and drive retention, with a focus on boosting GDR.
- Collaborate cross-functionally with our Product, Sales, and Customer Support teams to ensure customer needs are understood and addressed.
- Leverage tools like Qwilr, Vitally, HubSpot, and others to manage workflows and deliver a seamless customer success process.
About you...
- You have excellent command of English. Strong written and verbal communication skills, Zoom/Video Chat experience a must. We primarily operate in English, so fluency is required.
- You’re a problem-solver at heart, always thinking of ways to proactively engage with customers.
- You communicate complex ideas simply and effectively, no matter the audience.
- You thrive in remote work settings and are comfortable taking ownership and working autonomously.
- Experience with Qwilr, Vitally, HelpScout, or HubSpot is a plus, but not required, training is provided!
- You have Success or Support experience, preferably B2B SaaS support experience. While it's not a requirement, if you've previously worked with a B2B software as a service company, especially in a troubleshooting or training role, that would be excellent.
- You're enthusiastic about training customers via written help and leading calls.
- You're comfortable leading group customer classes with an assortment of customers with live questions.
- You are proficient in using support tools such as HelpScout, HubSpot, (and Qwilr 😉) and familiarity with live chat and video conferencing platforms. These are preferred but not required as you will go through in-depth training.
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other folks in minority groups tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point above, please still get in touch. We'd love to have a chat and see if you could be a great fit. You can find more about diversity and inclusion at Qwilr here.
Perks
- 100% remote role within Europe (timezone GMT+2)
- Meaningful equity
- 4 weeks paid leave per year
- Generous parental leave
- Amazing company-wide retreats every year (in Australia!)
- Budget for work setup, further education, conferences and books
- Parent-friendly, and support for flexible working arrangements
- But, the real benefit is that at Qwilr you'll get to do challenging, rewarding work with smart and dedicated teammates
Our Team
The Qwilr team 💜
Principles
Way finding in startups is hard, that's why Qwilr is driven by our principles.
