Customer Success Manager
Discourse
Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), UTC -4
About the job
This job posting is for someone who is roughly in the UTC -4 to -8 timezones
When we sign an Enterprise hosting deal we enter into a partnership arrangement with the customer. Each deal is unique, offering different types (and degrees) of professional services (theming, custom plugin creation, mobile app development, etc). Between the signing and launch dates there are a number of different threads to be pulled together to ensure that the deadlines are met and the customer’s expectations are managed. Your job is to coordinate with the appropriate people to manage all those moving parts.
Every customer is different but as the primary point of contact for the customer, you can expect to spend your time carrying out some or all of the following tasks:
- manage and nurture relationships with customers all throughout various points of the customer journey
- phone/video calls gathering customer requirements
- conduct platform walkthroughs and customer training sessions
- coordinating engineering and design resources to ensure deadlines are met
- documenting project details (for business continuity)
- closing loops on internal processes (like invoicing)
When you’re not busy managing customer accounts you’ll pitch in with the rest of the team to keep the support inboxes empty and other assorted tasks.
About you
You work well independently and remotely with minimal amounts of day-to-day micromanagement. You should be comfortable managing your own time and prioritising your own work.
At Discourse the ability to communicate well in writing is paramount. Most of your interaction with team members will be in writing, but you should expect to spend several hours per week talking directly to customers on calls.
You will also interact regularly with the public on https://meta.discourse.org. We have no central physical office, we are 100% remote.
You should be someone that is details focused and follows up on loose ends. You must be comfortable keeping several balls in the air at once (sometimes there will be multiple customer onboardings on the go), but with the ability to find and focus on special projects during quieter times. Our team is somewhat cross-functional so there will be times that you are required to perform more general customer service or administrative duties.
You have extensive customer success or account management experience, ideally in a software environment. You have excellent working knowledge of our product (Discourse).
You should be kind to your co-workers. We believe in having a welcoming workplace where people with diverse backgrounds and cultures meet together to create something great.About our Benefits
We believe that high-quality benefits make our team more effective. We’ve been thoughtful about our benefits package which include a completely flexible schedule, 5 weeks of vacation per year, funding for a co-working stipend, and much more!
Lastly, we believe in having a welcoming workplace where people with diverse backgrounds and cultures can create something great together.
How to Apply
We encourage you to apply, even if you don’t meet every qualification! Apply by sending a cover letter and resume to jobs+wwr@discourse.org.
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