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Customer Success Manager

(Remote role, West Coast USA hours)

Customer Success Manager

We are looking for a Customer Success Manager (CSM) in North America to proactively support Qwilr's enterprise customers. You will be their main point of contact and will manage the relationship from onboarding onward.

Our goal is to have a long and meaningful relationship with all of our customers. We want them to have an excellent time with Qwilr the product, and Qwilr the company.

The day-to-day of this involves:

  • Oversee a portfolio of around 100 enterprise customers, managing their success throughout the entire customer lifecycle.
  • Gain a detailed understanding of the customer's needs, starting from the sales handoff. Deliver an onboarding experience and product training tailored to their workflow.
  • Proactively build a strong relationship with customers, promoting the full value of Qwilr and driving end-user adoption.
  • Use your understanding of their business to establish clear goals and milestones. Monitor for churn risk and drive expansion.
  • Manage contract renewals - driving expansion where possible, ensuring on-time payments, and setting goals for the upcoming year.
  • Collect customer feedback and communicate it back to our product team.
  • This role is remote, and we're looking for someone in North America who can work during U.S. Pacific time.

    ๐Ÿ†About you:

  • You have at least 2 years of customer success/account management experience in a SaaS company (bonus points for experience in a startup) .
  • You are good at recognizing churn risk, troubleshooting problems, and solving complex customer issues.
  • You are comfortable managing around 100 accounts across multiple timezones.
  • You're experienced in growing accounts. You can talk about money comfortably, and have a history of being successful with expansions.
  • You have a strong understanding of Salesforce. (Admin experience would be a nice bonus)
  • Asking powerful questions to understand customer needs is your super power.
  • Working in a remote environment is familiar and comfortable to you.
  • You are a self-starter with experience rolling out improvements that enable a function to perform better.
  • ๐ŸšฉPerks:

  • As an early member of Qwilr's Customer Success team, you will have the opportunity to help optimize current processes. You'll work closely with our founders, our Customer Success team, and other important stakeholders like our Sales and Product teams.
  • Meaningful equity
  • 4 weeks paid leave per year
  • Generous parental leave
  • Amazing company-wide retreats every year (to be resumed ASAP post COVID)
  • Budget for work setup, further education, conferences and books
  • Remote-friendly, 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.


    We're combining the best of documents with the best of the web.

    At Qwilr we are reimagining the way businesses communicate with their clients.

    We help anyone create beautiful, intuitive sales and marketing documents as web pages that look impressive and integrate seamlessly with their business (like this one!).

    Our mission is to build the most effective way for customer-facing teams to communicate on the web - simply, creatively and efficiently. We make design and technology easy and enjoyable to use, so our customers can always represent their best professional self.

    Who is Qwilr?

    Who is Qwilr?

    We have thousands of customers, from over 60 countries, millions of dollars in revenue, and an NPS consistently over 50.

    We're a team of 45 wonderful humans, headquartered in Sydney - with remote teams in the US, Asia & Europe.

    In normal times we have fantastic company retreats each year - and can't wait to fly you out to Sydney as soon as is practical.

    We're also very well funded by world class venture capital.

    Are you our next Customer Success Manager?