About Us
Since 2013, we've been building a CRM that gets out of the way and helps teams sell more, faster. No manual data entry, just communication-first sales software designed to help SMBs succeed and scale.
We're bootstrapped and profitable - that means we answer to our customers and play by our rules. We're proud of our ~100 person, 100% remote team focused on building Close so that no small, scaling business fails because it can't figure out sales.
About the Role
Close is looking for a Customer Success Associate to help drive retention and growth among our new customers. In this role, you won’t be assigned dedicated accounts, instead, you’ll work with a variety of startups and growing companies as they begin their journey with Close. You’ll connect directly with our new customers (often Founders and CEOs!), acting as their Close consultant and setting them up for success on the platform.
Your focus will be on proactively reaching out to new customers to book account reviews where you will help them build strong sales processes within Close. As a CSA, you’ll make a real impact for the scaling businesses you work with, and directly increase customer retention.
You’ll report to our Manager of Customer Success, Forrest Dwyer and work closely with our Success team leaders, Meghann O’Brian and Liz Stephany. You’ll also work closely with our current CSM team.
You are:
Backed by at least one year of experience with B2B SaaS.
A clear, precise communicator both verbally and in writing. You’ll be spending much of your time face-to-face with customers on Zoom, but you will also frequently write emails to provide consultation and advice to customers.
Energized by working independently in a fast-paced environment. Our team moves quickly and our customers deserve prompt responses - you’ll be responsible for managing your time and prioritizing among many competing demands on your time.
Able to build rapport with customers quickly. You won’t be owning a book of business in this role, so you’ll need to build new relationships every day.
Highly emotionally intelligent. You have the ability to understand and empathize with the needs of others. You have a friendly, but strong demeanor.
Experienced with working in a startup, ideally in a remote environment.
Physically based in the U.S. and proficient in English. Preference for ET, CT, MT, and PT.
You will:
Virtually train and onboard new and existing customers
Proactively reach out to high-potential new customers
Research to identify high growth and at risk customers
Communicate effectively via multiple platforms (sms, call, email, Zoom, social) with all Close customers, including co-founders, executives, and sales teams
Work closely with Success and Sales teams on seamless customer transitions
Identify expansion opportunities and upsell customers
Host and manage recurring office hours, group trainings, and interactive demos to support many customers at once
Identify customer content needs and create FAQs, white papers, videos
Communicate with customers in our online Community and via our Helpdesk software
