Customer Success Manager
(Remote role | EDT or CDT Timezone)
👋
Hi there,
I'm Elysa, and I'm the Customer Success Lead here at Qwilr. We're a small but mighty team of folks that are here to ensure our users have a great time using Qwilr. We've got a phenomenal group of customers that we get to work with, and we're looking for a friendly person to join our team and help us continue to build & manage those relationships.
You can read more about the role and apply below. We look forward to meeting you!
Elysa Ericsson
Customer Success Lead
Customer Success Manager
Qwilr is 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 150 customers, managing their success throughout the entire customer lifecycle. The bulk of your customers will be located in EU, UK, or east coast US.
- Gain a detailed understanding of the customer's needs, starting from the sales handoff.
- Deliver an onboarding experience and product training tailored to the customer's workflow, onboarding around 10-15 new customers per month.
- 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.
- Manage paid professional services engagements with your client and the services team.
- Collect customer feedback and communicate it back to our product team.
This role is remote, and we're looking for someone working in eastern or central daylight time.
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 150 accounts across multiple timezones primarily from the east coast and further east into Europe.
- 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.
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
- Competitive salary
- Meaningful equity
- 401k and health insurance compensation for US employees, alternatives for contract employees
- 4 weeks paid holiday leave per year
- Amazing company-wide retreats every year (next one is tentatively scheduled for May!)
- 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.
Our Team
Principles
Way finding in startups is hard, that's why Qwilr is driven by our principles.
Hiring stages
💻
You Apply
You'll apply and let us know more about yourself and your background.
As part of our application process we'll ask you to create a short written guide and a video of you teaching us a bit about a piece of software you know well. This is to give us an idea of how you'd onboard a customer.
We want you to take your time and not feel rushed so we won't begin reviewing applications until April 4th and we'll be closing for new applications on April 13th.
What we're looking for is how you'd explain a topic to teach a customer about a new piece of software or a feature. We're not looking for video creation skills or for you to spend a huge amount of time creating a fancy video and you don't need to be on camera. This role involves teaching customers during the onboarding phase or later and we want to see an example of how you'd handle that training and how clearly you can explain a topic you're an expert at.
01
Initial call with our People Team
You'll have an initial call with someone from our People team to chat through some of your experience to date, salary expectations, and for you to hear what it's like working at Qwilr.
02
Interview with hiring manager
As things progress you’ll have an interview with Elysa, our Customer Success Lead. This will be an opportunity for you to get to know us at a human level, and for us to get to know you. We'll have questions for you and plenty of time for any questions you have for us.
[Note: This interview and the following 2 can be scheduled in a combined 2 hour block or split over multiple days - whatever works best for your schedule]
03
Interview/panel with team
After you talk 1:1 with Elysa you'll have a half hour call with our Success team. We'll ask you to do a 10 minute live presentation of your chosen software and teach us all about it and answer any questions we have.
After that, we'll have some time set aside so you can talk 1:1 with a team member to ask all your questions about what the day-to-day is like and what management is like. We're firm believers that interviews are a 2-way street and you should be able to explore our culture and team and make sure we're a good fit for you.
04
Meet and greet with Diana
After your team member interviews, you'll have a 15-20 minute conversation with Diana, our VP of Customer Experience. As always, she'll have some questions for you, but it's also another opportunity for you to find out more about us and how we approach company leadership.
☎️
References
With our top 2 candidates we like to talk to their references before making a final decision. We'll work with you to talk to a couple of previous managers and/or coworkers and possibly even a customer you've worked with.
🎉
Offer 🎉
If all lights are green, you'll have a final conversation with Elysa and she'll be (very) excitedly making you an offer to join Qwilr!
Note:
Applications won't begin to be reviewed until April 4th -- so take your time. Interviews will start the week of April 11th and our application form will close on April 22nd.
WHY QWILR?
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.
Are you our next Customer Success Manager?
Note:
Applications won't begin to be reviewed until April 4th -- so take your time. Interviews will start the week of April 11th.