Fast growing VC-backed Austin startup looking for a driven Customer Success Specialist to join our growing team in Austin. SiteOwl is a leading and rapidly growing physical security lifecycle management platform that brings together enterprise security teams and their vendors to digitally manage their physical security infrastructure with complete visibility and confidence.
Highlights
Create the future with an amazing team and amazing customers
Work at a company that views Customer Success as a core to the business
Be an integral part of the Customer Success team and help grow the customer experience
Work closely with Product Management and Sales to optimize the product roadmap
Onboarding
Assist with customer onboarding, training and management
Lead successful customer on-boarding, guiding new customers to get maximum value from the product
Guide customers through self-service training and provide follow-up training sessions
Build out best practice guides for customers
Relationship Management
Maintain strong relationships with customers
Drive customer adoption by understanding their business needs and helping them succeed
Assist in maintaining a high percentage customer retention rate
Identify opportunities for customers to grow with SiteOwl
Be an escalation point for support issues and help the support team on tickets
Build out internal processes
Share important information, like new features and training courses, with customers
Provide customer feedback to internal teams such as Product Management, Sales & Training
Report out on customer metrics internally to keep everyone on the same page
Help build out customer success programs both internally and externally
Create content and best practices guides to help our customers get value faster
What success looks like
You are an active internal voice for our customers
Our customers quickly and easily adopt SiteOwl to achieve their business goals
Customers eagerly recommend us and will partner with us for case studies
Achieve customer retention goals
3+ years in the security system or related low-voltage industry
3+ years in a Customer Success, Relationship Management, Account Management, or similar role
2+ years in the software industry, preferably SaaS
Ability to work autonomously with limited oversight and supervision
Comfortable in a fast moving startup environment
A passion for customers and helping them achieve their goals
Fast learner who loves being challenged and wants to rapidly grow
Excellent problem solver
Strong business skills
Systematic, organized and collaborative
Exceptional communication, and strong customer engagement and management skills
A high degree of empathy and active listening skills