Customer Success Manager

Job Description

Job Description

About Schedule Engine

Do you want to reinvent a trillion-dollar industry?

Schedule Engine is a radically better home services platform combining world-class technology and next generation service solutions. We are reshaping the experience for both consumers and businesses in the trillion-dollar home services industry. Being radically better requires new end-to-end solutions for both consumers and technicians. 

Schedule Engine has experienced exponential growth because of our commitment to evolve the industry, our determination to be a positive force, and our passion for groundbreaking technology. Joining Schedule Engine now is a once in a lifetime career opportunity for anyone passionate about making a difference and making history in consumer technology.

Note: All Schedule Engine offices are currently closed due to the coronavirus pandemic. As of Jan 2021, we plan to reopen offices in early Q3 and will expect most employees to work onsite at least 3-4 days per week.

About the Job

Schedule Engine is seeking a Customer Success Manager to join our team. As the Customer Success Manager you will be responsible for developing customer relationships that promote retention and loyalty. Your job will be to work closely with customers to ensure they are satisfied with the services they have received and to improve on areas of dissatisfaction. 

The best candidate for this role is customer-obsessed, creative, collaborative and agile. You will thrive working in a high-volume and fast-paced environment. Success will require a deep understanding of how to manage customer goals and content to inspire customer interaction, and then help provide enjoyable experiences that will keep them coming back.

Key Responsibilities Include

• Build strong relationships and know each one of your customers
• Create customer feedback mechanism 
• Consult with your customers on hiring needs and provide industry best tips and practices
• Manage Inside-Out goals
• Oversee and manage the implementation of new customers
• Proactively help customers manage Outside-In Goals
• Drive future growth and expansion from your existing customers
• Distributing notice on new product updates/features 
• Manage Content
• Build alignment between Marketing, Sales, and Customer Success to further drive revenue growth

About You

• Sympathetic: You are driven to understand customer mindset and pain points to create an advertising strategy that achieves business goals and meets customer needs.
• Team-Oriented: You excel at collaborating across the company. You can move easily between business stakeholders, product development and marketing teams.
• Great Communicator: You have a natural ability to build relationships with cross-functional team members and are a master of the written word, with excellent attention to detail
• A Believer: You understand that technology can simplify, delight and enhance our lives and hope to build transformative innovation through your career.
• Startup Mentality: You thrive in a fast-paced, high-intensity environment where you balance multiple projects and can prioritize your work both short and long term.
• Driven: You are motivated to achieve success both at work and in your personal life.
• Commercially Aware: You understand how content ties to business objectives, understand target audience profiles and insights, and incorporate these into effective UX and marketing copy

Key Qualifications

• A knack for building great business relationships
• Attention to detail and ability to organize your time
• Ability to thrive in an autonomous environmentRelentless optimism and positivity
• Ability to innovate and wear different hats within a startup environment
• Intrinsic motivation to help change the way small business owners hire great employees

Why work with us?

Working at Schedule Engine means collaborating with experienced, people-first leaders with a clear vision and a track record of success, as well as the close-knit camaraderie of a team of highly talented and motivated coworkers. We offer a collaborative, positive working environment where we encourage employees to balance productivity with the need to recharge the batteries. And of course, you get paid pretty well - we offer competitive compensation packages, including equity, performance-based incentives and competitive benefits for full time employees.

Schedule Engine values diversity in the workplace and is an equal opportunity employer. We are committed to providing an inclusive and accessible work environment. We thank all candidates who apply, but only those selected for an interview will be contacted. If you require accommodation, please let us know. We will work with you to meet your needs.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.