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Customer Success Manager

| Greater Boston Area

At ProfitWell, customer experience is core to everything we do. Our Product Team's top priority is to make our customers successful and to ensure that their experience using ProfitWell is delightful, by delivering high-quality, speedy, personable and conversational support.

As a Customer Success Manager, you are responsible for the success of our customers. This is a demanding role that requires a unique skillset. As the voice of ProfitWell, you will act both as an advocate for our product, and as a champion for our users. Your job is to ensure that ProfitWell customers have the best experience possible, no matter what channel they choose to contact us. We take customer service seriously and this position is essential to the team's success. This is the perfect role for someone looking to get into Product Management, Product Marketing, and Sales.

ProfitWell Customer Success Manager:

  • Customer advocate embedded within our product development team
  • Works on the product team and is a value driver
  • Primarily uses messaging to handle customer needs
  • Spends the day innovating to have a smaller queue the next day (while working through the queue)
  • Updates help documentation to ensure customers never ask the same question twice
  • Has many customer support conversations, but also builds the system and culture to enable everyone in the company to support our customers
  • Advocates for top customer requests in person with the product and dev teams daily
  • Educates the internal teams and customers on new product features
  • Drives NPS along with the rest of the company via a customer focused mission
  • Owns both customer and internal customer needs with the product
  • Has a career path through customer success or into inside sales, product marketing, and product management

Requirements

About you and what type of skills you'll need:

  • You care deeply, genuinely and passionately about customer support, solving problems for customers, and about the role it plays in making a customer-centric team successful.
  • You understand the web and how it works. You're not intimidated by the technology.
  • You know when something is over your head and are not afraid to ask for help.
  • You are skilled at explaining technical problems succinctly and clearly.
  • You are a naturally empathetic and articulate communicator.
  • You have experience and/or interest in Product Management.

Bonus Points:

  • You have previously worked with chat based customer support for a web-based application.
  • You have experience providing customer service in a dynamic startup environment.

Benefits

Why you’ll love us

  • Competitive salary and bonus structure, plus equity in a thriving company that’s 100% employee owned
  • Time when you need - flexible hours and vacation
  • Your success is our success - we invest in our employees and provide opportunities for you to set and reach stretch goals
  • Premier medical, dental, and vision benefits
  • 401(k)
  • Paid family leave
  • Incredible career development in a rapidly growing company
  • Fully stocked break rooms with complimentary food and drinks
  • Dog-friendly office
  • Frequent company and team outings, including kayaking, hiking, retreats, trivia, and other events put together to bond and blow off steam
  • Opportunity to work with top software brands
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    Technology we use

    • Engineering
    • Product
      • JavascriptLanguages
      • PythonLanguages
      • ReactLibraries
      • DjangoFrameworks
      • IllustratorDesign
      • InVisionDesign
      • PhotoshopDesign
      • SketchDesign
      • AsanaManagement
      • TrelloManagement

    Location

    Centrally located between South Station, Downtown Crossing, and Chinatown. Close to the Boston Commons, bars, and any type of food you crave!

    An Insider's view of ProfitWell

    How would you describe the company’s work-life balance?

    "One of my favorite perks is the work from home or vacation flexibility. I don't live near my family, so the occasional long weekend trip to work from Florida or from far upstate NY is so lovely. To not have to count vacation days to make it work or get explicit approvals (the work has to get done, doesn’t matter where) takes the stress away."

    Lillian

    Pricing Team Manager

    What's the biggest problem your team is solving?

    “The team at ProfitWell is helping the world's premier subscription companies improve their monetization and retention. Over 8k companies use our suite of products —which has allowed us to gather more data than anyone else in the industry. We're motivated by helping companies extract the most value out of the subscription model"

    Neel

    Product Manager

    What’s the vibe like in the office?

    “The vibe in the office is great. Because we have a few different sections/ areas and you have the ability to get up and move around, you’re always able to find the right atmosphere for the work mood you’re currently in. The vibe is the perfect amount of relaxed and serious. I always feel comfortable coming into work."

    Mike

    ABM Operations Specialist

    What are ProfitWell Perks + Benefits

    Culture
    Friends outside of work
    Eat lunch together
    Open door policy
    Team owned deliverables
    Team based strategic planning
    Group brainstorming sessions
    Pair programming
    Open office floor plan
    Diversity
    Dedicated Diversity/Inclusion Staff
    Mean gender pay gap below 10%
    Health Insurance & Wellness Benefits
    Flexible Spending Account (FSA)
    Acme employees can contribute up to $2700 annually to their FSA.
    Dental Benefits
    Vision Benefits
    Health Insurance Benefits
    Retirement & Stock Options Benefits
    401(K)
    Company Equity
    Performance Bonus
    Child Care & Parental Leave Benefits
    Generous Parental Leave
    We provide up to 12 weeks of parental leave for the primary caretaker. ProfitWell also provides 3 weeks of leave for the secondary caretaker.
    Flexible Work Schedule
    Family Medical Leave
    Return-to-work program post parental leave
    Vacation & Time Off Benefits
    Unlimited Vacation Policy
    Paid Holidays
    Paid Sick Days
    Perks & Discounts
    Casual Dress
    Commuter Benefits
    Company Outings
    Stocked Kitchen
    Happy Hours
    Pet Friendly
    Professional Development Benefits
    Job Training & Conferences
    Cross functional training encouraged
    Promote from within

    Additional Perks + Benefits

    We're constantly evaluating and expanding upon our benefits to make sure our employees feel taken care of so they can focus on what matters: Building a company we'll all be proud of and enjoying everything they are passionate about inside and outside the office.

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