Saas (Amazon seller) Customer Success Lead (US customer-based)

Saas (Amazon seller) Customer Success Manager

We are a Data Analytics startup in USA, our office is located in Portland Oregon and San Francisco California.
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We are seeking highly motivated and solution-oriented team members dedicated to providing the highest level of support in each customer interaction.

- Will be working 40 hrs in US PST time 9-5pm GMT -8.

Responsibilities
1. Onboard new users to first value:
- Working closely with the sales team to smoothly transfer ownership of a prospect who’s become a customer, and with the support team to ensure that problems are resolved to the customer’s satisfaction as quickly as possible.
2. Proactively engage customers at risk
3. Grow user adoption:
- Hold the key relationships required to make new product feature adoption a success, so measuring engagement activity (time on site, for example) or new feature adoption rates can be a good indicator of success
4. Remove friction points in the product:
- Measuring stats such as 7/30 day retention or monthly active users by cohort can be a powerful way to track whether your customers are becoming more active with your product.
5. Grow customer lifetime value

Qualification
1. Customer-First:
- Know his/ her customers unlikely anybody else, becoming trusted advisors that customers see as true partners — able to deliver hard truths and believed to give unvarnished advice even when it’s not in their interest.
2. Business-Savvy:
- Know more than a basic understanding of business, along with the vital consulting skill of being able to listen more than talk.
- Able to apply those business skills inside your own business too — figuring out areas of improvement, ways that customer success can contribute more to the bottom line and which problems need to be tackled first to have the most significant impact.
3. Analytical:
- Able to unlock to drive higher satisfaction in the organization.
4. Tech-Savvy
5. High EQ
- Build relationships with customers and stakeholders.
- Patience, calmness under pressure, attentiveness (the ability to listen, rather than speak) and a polite demeanor
6. At least 3 years of experience as Customer Success Lead in Saas (Amazon seller) environment

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