Customer Success Specialist

Job Description
The Mentor Method is a fast-growing enterprise SaaS startup searching for flexible go-getters who welcome the challenge of meeting the needs of a growing business. We’re specifically looking for a customer success specialist who will roll up their sleeves. As the owner for key areas of the client’s journey, you will be instrumental in crafting customer success strategies, building strong relationships with customers, and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using communication and analytical skills to grow sales opportunities, identify problems, and find solutions. To succeed in this role, you should be a proactive and empathetic, people person who is comfortable with learning about and teaching others how to use SaaS products.
Objectives of this Role

  • Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction

  • Establish a trusted and strategic advisor relationship to help drive continued value of our products and services

  • Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team

  • Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings

  • Maintain existing customer success metrics and data as directed

  • Daily and Monthly Responsibilities

  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them

  • Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals

  • Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time

  • Collaborate, problem-solve, and/or strategize upcoming client meetings with team members

  • Work with the sales and marketing team to drill customer references and develop case studies

Required Skills and Qualifications

  • 3-5 years of experience in communications, account management, or customer success

  • Strong verbal and written communication, strategic planning, and project management skills

  • Analytical and process-oriented mindset

  • Comfortable working across multiple departments in a deadline-driven environment

  • Active team player, self-starter, and multitasker who can quickly adjust priorities

  • Preferred Qualifications

  • Bachelor’s degree

  • Knowledge of LinkedIn Sales Navigator, Google Apps, Microsoft Office. Knowledge of Hubspot a plus

Included Benefits 

  • Flexible PTO Policy including “First Friday” a mental health day on the First Friday of each month 

  • Health Insurance

  • $100 mental health stipend

  • Facetime with executives at the company on a weekly basis 

  • Fully remote role  

Schedule a demo today.

We look forward to working with you

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