At Regroup, customer success is the core company strategy. The Customer Success Representative will understand customer outcomes through ongoing collection and analysis of data and feedback, and turn this into onboarding and retention strategies that feed into the product road map. This person will be involved in all aspects of support, account management, demonstrating the product, educating customers, and more. All team members look to customer success for input on a variety of customer-facing key decisions.
At its core, Customer Success is responsible for customer retention, or prevention of churn; but at Regroup, Customer Success often means REAL LIVES ARE BEING SAVED as a result of your diligence and commitment to helping our customers succeed.
This role is remote with trainings and optional collaborative workspaces provided in Northern California and other locations.
What you’ll do
Partner with our clients to deliver predictable outcomes and experiences for their clients and predictable growth for their business by:
Delivering and communicating ROI for our clients, throughout their customer lifecycle
Being the trusted partner for the customer on use-case and product functionality
Quarterbacking experiences by various cross-functional teams at Regroup, on behalf of the customer
Support customers across diverse industries in the use of our product and various integrations
Onboard new customers by gathering requirements and configuring the product to achieve client goals, then serve as the primary contact for the training of platform end users, as well as post go-live support
Educate customers to drive adoption and retention of our platform and new features
Provide ongoing technical and product training for customers and their user base
Collect feedback from client interactions and provide insight to Product team for enhancements and overall UX improvements
Upsell and cross-sell new features and addons to existing clients. Evaluate customer usage and increase overall renewal or contract value
Represent the voice of the customer to provide input into every core product, marketing, and sales process
Collaborate closely with team members to support renewals and expansion opportunities
Collaborate with the Engineering and Development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers
Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base and their success with the product
Must be able to read, write, and speak business English fluently
Entrepreneurs welcome - we’re looking for a self starter, someone who needs little direction and takes a high level of ownership over responsibilities
Prior experience in a services oriented role (broadly defined)
People person - enjoys talking to customers and helping them solve problems
Strong communicator - willing to have crucial conversations both positive and negative
Experience in working with complex, multi-divisional, multi-geographical customers
Strong leadership skills
Impressive executive presence and communication abilities
Ability to create structure in ambiguous situations and design effective processes
Bias for action
Passion for technology and for being a part of a fast-growing SaaS company
Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
Demonstrates basic proficiency in using technology
Strong communicator who can influence customers and address negative sentiments
Desire to be in frequent contact with customers
Pursuing the fields of Software Development, Product/Project Management or SaaS Entrepreneurship
Other notes about this role
Remote applicants will have the freedom to work from home and train/collaborate at our collaborative workspaces.
This role is full-time and contract based.