Customer Success Manager
Fathom
Time zones: MST (UTC -7), PST (UTC -8)
Just 5 short months after launching, we are ready to expand our customer success team to support our rapidly growing user base.
🔥 ABOUT THE ROLE
- Own the relationship and growth of assigned target accounts (including user product adoption and account expansion across teams)
- Work with the team to develop and test ongoing strategies to acquire and activate new users
- Troubleshoot issues with users and report bugs to engineering
- Conduct post-onboarding interviews with new users to capture product feedback, answer user questions and demo the product
✅ WHO WE THINK WILL THRIVE
- 2+ years in a customer-facing role at a software company (ex: Customer Support, Customer Success, Account Management, Sales, Recruiting, Consulting, etc) Enjoys engaging with and helping out customers on a daily basis
- Ability to thrive in a fully remote work environment that leans heavily on asynchronous communication (Slack, Loom) over meetings
- Coachable. Open to feedback
- Strong organization, presentation, and communication skills
- We will break and re-make many processes as we scale - you should not only be able to handle that but revel in the opportunity to rethink a better way of doing things
- Must speak English fluently
- Must be located in the US or CAN and open to working west coast hours
➡️ ABOUT OUR HIRING PROCESS
- You’ll meet the entire team. We think it’s important that you get to meet everyone you’ll be working with.
- No bullshit. Ask us anything you like. We’ve never understood why companies pretend they’re something that they’re not in the hiring process - you’re going to find out eventually so we’d rather you know who we are upfront so we can both make sure this is a good fit for all involved.
- Quick turnaround time. We know you have lots of options so we move fast usually in less than a week from start to finish.
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