Customer Success Manager

Description

TL;DR:

• Ground-floor customer success role at venture-backed startup (Lightbank, TenOneTen Ventures, Jason Calacanis)
• The position is entirely remote with regular all-expenses-paid team retreats
• Significant equity package, huge upside as we revolutionize a $20 trillion (yes, with a t) global industry
• Salary range from $70k - $120k, unlimited PTO, competitive health benefits, wellness incentives
• Epic team of A+ players, executing and having a ton of fun doing it. We’d love to have you join us!

About Us

SparkPlug is realigning the economics of the retail and restaurant industries to make every employee an owner. In CPG and service industry verticals like beauty, outdoor gear, and full-service restaurants, customers rely on the product recommendation of point-of-purchase experts up to 92% of the time (be it a beauty consultant, bartender, or a member of the Geek Squad). SparkPlug allows brands to directly reward these key influencers for every sale they generate with cash via gamified commissions, contests, and goals. We drive more revenue for brands, improve employee performance for retailers, and empower frontline workers across the world with fair compensation and economic equality, all based on the sales revenue they generate each day.

We’re a San Francisco, CA-based company hiring for a ground-floor customer success team member to help us enter the hyper-growth phase. We’re backed by top VCs and angels like TenOneTen Ventures, the inventors of Google AdSense, Jason Calacanis, and the CEO of Foursquare, and we’re working to revolutionize the future of the nearly 20 trillion-dollar global brick and mortar retail market. We solve problems for some of the most interesting consumer product verticals around, and we need product-obsessed rockstars who can help us continuously improve SparkPlug!

About You

• You are a highly motivated, customer-facing professional ready to own a crucial SaaS vertical
• You have the dedication and entrepreneurial spirit to help grow a rocketship startup to unicorn status
• You are a personable team player with outstanding verbal and written communication skills
• You can adapt quickly as sales strategies, platform features, and customer priorities change
• You can give and receive feedback and productively collaborate with team members
• You can work remotely and manage your own time effectively
• You believe in our mission to help brick and mortar employees and businesses thrive

About the Position

Responsibilities:

• Driving expansion and adoption of our software and services
• Managing the onboarding process for each new customer
• Uncovering business needs by driving strategic consultative discussions
• Identifying and engaging decision makers to prove value while fostering adoption with champions
• Assisting the sales team in driving and managing referrals
• Reviewing the customer journey, identifying how it's supported, taking a consultative approach in helping clients to overcome issues and achieve goals
• Providing critical insights to the product team as a means to improve our developing platform
• Maintaining customer health and introducing new, valuable features as they become relevant on the customer journey
• Educating champions and their teams on the value of our product, and helping uncover use cases before they become emergencies
• Working cross-functionally with product, sales, and support team members to foster a strong sense of community and information sharing
• Achieving and exceeding quarterly onboarding goals
• Upselling existing accounts to more premium tiers

Requirements

Must-Have

• Minimum of 2-5 years of professional experience in SaaS customer success
• Excellent written and oral communication skills and equally excellent attention to detail
• Tenacity and the willingness to pursue hard goals despite obstacles
• Flexibility and creativity to circumvent obstacles as they emerge
• Tech-savvy and proficient in standard communication, collaboration, and task management tools
• Understanding of the fundamentals of sales strategy, relationship building, and pipeline processes

Nice to Have

• Experience using the Hubspot Sales and/or Marketing suites
• Experience selling software to retail or restaurant customer bases
• Experience working as a frontline employee in retail, restaurant, or service industry roles
• Experience working in early-stage, high growth company environments