Customer Success Representative

What is great about working for Foundation? Plenty! We have a fun, casual, yet hard-working culture that invests in our employees, promotes creativity, and delivers on our reputation. Would you like to work for a company that offers manicures and pedicures in the office? We do! How about massages, house cleaning, laundry service, monthly car washes, catered lunches Wednesdays and a monthly happy hour - we offer all this and more!

At Foundation we believe in and promote a work-life balance with a top-notch workout facility, fitness classes and free personal training; and for those competitive types, a game room complete with table tennis, foosball, and video game systems. Also, some comforts of home, there is a full kitchen, free coffee and specialty flavors, soft drinks, and snacks.

Position Summary

The Customer Success Representative (CSR) plays a pivotal role in building and maintaining strong relationships with existing customers. Key priorities include identifying at-risk customers, proactively addressing customer challenges, and promoting new software solutions and training options to enhance their experience. The CSR will focus on increasing customer retention, identifying cross-sell opportunities and ensuring the renewal of annual or monthly software subscriptions. This role requires individuals who are patient, empathetic, and passionate communicators-skills essential for understanding customer needs and advocating on their behalf.

Essential Functions and Responsibilities

• Conduct outgoing calls to existing SaaS customers, helping them maximize the value of the platform for their organization.
• Identify and generate new sales opportunities within the existing customer base.
• Foster strong, long-term relationships and build trust with customers through open and interactive communication by overseeing their experience throughout the customer lifecycle – from onboarding through adoption, expansion and beyond.
• Document and track customer interactions and key details within Salesforce CRM and other SaaS tools.
• Address customer complaints by offering solutions and alternatives, following up to ensure satisfactory resolution.
• Work closely with customers at risk of cancellation or downgrade, identifying their needs and providing tailored solutions to enhance satisfaction and maintain their business.
• Collaborate with internal teams to resolve recurring customer issues and enhance the overall customer experience.

Required Skills and Experience

• Prior experience in SaaS software, sales, or customer success within a tech company is preferred.
• Strong ability to learn new technical skills and adapt to evolving tools and processes.
• Excellent organizational skills, with the ability to manage multiple client issues simultaneously.
• Strong communication skills, both verbal and written, with an ability to engage and effectively resolve customer concerns.
• Ability to work independently, efficiently completing tasks with minimal supervision.
• Flexibility to adapt to changing job tasks and new programs/procedures.
• Familiarity with the company's suite of products and solutions, and the ability to communicate these solutions accurately to customers.
• Strong phone communication and web presentation skills.
• Proactive communication with customers and effective time management skills.
• Goal-driven, with a focus on achieving customer retention goals.
• Experience with SaaS tools, including Salesforce CRM, Zoom, and Microsoft Suite, is preferred.
• Experience with CRM systems and ensuring accurate, up-to-date customer data management within Salesforce.

Other employee rewards include tickets to Cleveland sporting events, a variety of lunch and learns, and various employee-appreciation events throughout the year. Benefits include paid vacation, paid holidays, 401(k) with match, and tuition reimbursement, plus medical, eye and dental. Now offering discounts on pet, home, and auto insurance through Liberty Mutual!

Foundation is constantly recognized as one of Northeast Ohio's top workplaces. We are a 21-time winner of the NorthCoast 99 award, a multi-year winner of The Plain Dealer's Top Workplaces award, and have been recognized multiple years on the Inc. 5000 list of fastest-growing private companies in the U.S.

Let us start your future at Foundation!

Foundation Software is an Equal Opportunity Employer.