Company Description

Chili Piper is a B2B SaaS startup. Our product helps clients turn inbound leads into qualified meetings instantly, helping revenue teams connect to buyers faster.

Think Calendly. Except way better. Way more powerful. And with customers like RingCentral, Airbnb, Square, Intuit, Spotify, Twilio, and many other cool logos.

We’re growing fast. And we don’t mean that in the cliche way. We are sitting on a fresh round of funding, and are ready to take over the world (in the most civil and appropriate way possible, of course).

Job Description

The Senior Customer Success Manager, SMB will be joining our fast-growing Customer Success team responsible for delivering massive value and increased retention of our SMB customers. We’re looking for a seasoned leader who has extensive background in the SMB sector who wants to make a direct impact and improve retention by incorporating a combination of proactive outreach and automation to manage customers through a pooled CSM approach.

On a day to day basis, you will be working with customers to onboard them quickly, prove ROI and remove any roadblocks along the way. You will be considered an expert in Chili Piper products, Revenue, Sales, Marketing and CS operations and will take pleasure in coaching our customers to success. This is a highly technical role and an understanding of Javascript, HTML, CSS is required.

What you'll do:

  • Own customer onboarding, ensuring fast time to value 
  • Train customers to implement Chili Piper (CP) independantly within their own organization
  • Hold the customer and CP teams accountable to meeting defined success criteria during initial onboarding
  • Proactively identify and attack risks and opportunities as well as act as a point of escalation for technical issues
  • Ensure internal visibility by providing regular updates, status and next steps on a regular cadence with CS management
  • Produce internal best practices, operational efficiencies and customer facing materials to help improve time to onboard and value Chili Piper
  • Collaborate with Director of Digital Customer Success to improve automation options to better serve SMB customers throughout customer journey i.e. Webinars, Videos, Emails
  • Identify customer case studies opportunities and advocacy to support the growth of Chili Piper
  • Identify upsell and cross sell opportunities which are shared with the Account Management team who will then drive commercial negotiations

What we're looking for:

  • Proven CSM expert with experience managing 500+ emerging customers e.g. <50 employee size companies 
  • Comfortable developing and managing tech/low touch customer success program
  • Basic understanding of Javascript, HTML, CSS
  • Strong proficiency and experience using Salesforce - SFDC Certifications are a strong plus.
  • Strong proficiency and experience using Marketing Automation software (Marketo, Pardot, Hubspot, etc.....) - Marketing Automation Certifications are a strong plus.
  • Knowledge of SFDC implementation, data model (standard and custom objects), REST API, Administrator, Managed Package, Process Builder
  • Experience working with cross functional teams within a customer organization to support a joint outcome

Who you are:

  • Self motivated, solutions driven, and proactive - raise a flag but come to the table with solutions and take action
  • A time-management beast and can prioritize tasks and get things done while managing different job functions e.g customer facing and program development
  • Process oriented and excited by driving efficiencies
  • Thriving in a fast paced environment where requirements are not always well defined and priorities change frequently #startuplife
  • Tech "nerd" who enjoys implementing software and learning/finding new ways to leverage tech to solve problems for yourself and our customers
  • Tactful with your communication style with teammates and customers to educate, collaborate, escalate, deescalate and provide constructive feedback while always paying attention to detail
  • Excited about being on camera to teach customers through webinars and video content
  • Interested in developing a career in Customer Success operations, customer marketing or education 
  • Comfortable in supporting and working with global customers across many time zones (we always intend to match as many as possible to your own time zone)

Piper Attributes:

  • Passion for Chili Piper Values of Help, Innovate, Have Fun
  • Thrive in a fast pace environment with ability to prioritize and multi-task on the fly
  • Resourcefulness, creativity and strategic thinking for troubleshooting problems
  • Self motivated and self-directed; Fast learner
  • Strong English communication and documentation skills
  • Ability to work in a dynamic environment in which the requirements are not always well defined and priorities change frequently
  • Strong attention to detail and documentation
  • Comfortable in supporting and working with global customers across many time zones (we always intend to match as many as possible to your own time zone)

Additional Information

How We Work

  • Freedom and flexibility. We’re a 100% distributed team working from around the world. Our team members can work from wherever they want in the world, as long as they show up on our weekly all hands meeting on Zoom.
  • Solve interesting problems. The software landscape has exploded. There are dozens of solutions for each problem. We want to be different. We come up with new angles on existing problems or invent better solutions to help companies with their sales and marketing. Then we turn these ideas into beautiful, smart software.
  • Autonomy and ownership. Working on a distributed team means you don’t have someone micromanaging you or looking over your shoulder to make sure you’re getting things done. We’re a team of do-ers who take full ownership for their results.
  • Be helpful. Our first value as a company is help. Help our customers be successful. Help our prospects get the right information and make the right decision whether or not it includes our products. Help our team members reach their full potential.

The Perks

  • Unlimited Vacation
  • 50% Women in Leadership
  • Company Offered 401k Plan
  • Generous Health, Dental, and Vision Insurance
  • WeWork membership so you can work from anywhere
  • Any equipment/software/tech that you need to do your job

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