Headquarters: Seattle, WA
URL: https://tiller.com
We’re in search of an skilled proactive supervisor and chief for our Buyer Success crew to assist form the subsequent model of Buyer Success at Tiller, integrating AI instruments, constructing proactive buyer training, and rising deeper product collaboration.
The best candidate brings a deep understanding of buyer success in a B2C SaaS surroundings, a ardour for private finance, and the flexibility to handle, evolve, and optimize each assist processes and our broader buyer success technique in a fast-changing panorama.
Success
Guarantee new and current prospects efficiently onboard with Tiller’s companies and make significant steps in the direction of monetary readability. Ship efficient, environment friendly assist that prospects rave about. Proactively facilitate trial-to-paid conversion, strengthen retention, and repeatedly enhance the client journey.
Key Obligations
- Buyer Onboarding & Training:
- Design, iterate, and optimize instructional assets (assist heart content material, Intercom campaigns, movies, webinars, and AI) to assist prospects onboard and retain, all rooted in a Jobs To Be Executed framework.
- Guarantee Buyer Success is actively current within the Tiller Neighborhood boards, answering questions, sharing assets, and fostering engagement.
- Group Administration:
- Recruit, coach, and retain a high-performing Buyer Success crew that displays Tiller’s mission and values because the entrance line with prospects.
- Oversee day-to-day operations, making certain well timed, efficient decision of buyer inquiries and points.
- Develop and refine assist processes to leverage AI, enhance effectivity, and enhance buyer satisfaction.
- Guarantee escalated buyer points are resolved successfully by coordination with the CS crew, product, and engineering.
- Metrics & Reporting
- Success is measured by quicker onboarding, greater adoption, stronger retention, and advocacy.
- Report on key metrics associated to buyer success and the efficacy of onboarding and academic experiments and processes.
- Buyer Engagement
- Proactively have interaction with and interview prospects to know their wants and share learnings with product, advertising, and engineering groups.
- Establish alternatives for upselling and cross-selling further options that align with prospects’ targets.
- Group Collaboration:
- Share buyer success insights that present context to the remainder of the Tiller crew to allow them to do their jobs most successfully.
- Present structured buyer insights with the product crew to immediately affect options and roadmap.
{Qualifications}
- Confirmed expertise in a Buyer Success Supervisor function, ideally inside a B2C SaaS surroundings to drive engagement, retention, and buyer development.
- Comfy experimenting with AI-assisted workflows and evolving processes.
- Expertise managing and growing a Buyer Success crew, with a powerful understanding of assist processes and finest practices.
- Sturdy understanding of private finance, budgeting, and utilizing spreadsheets for monetary administration.
- Glorious communication and interpersonal abilities, with the flexibility to construct rapport and belief throughout numerous buyer teams.
- Analytical mindset with the flexibility to interpret information and translate insights into actionable methods.
- Arms-on expertise with Intercom, together with automating workflows and managing messaging campaigns
- Self-motivated, extremely organized, and in a position to work successfully in a distant surroundings.
- Versatile and artistic thinker with expertise constructing and executing engagement methods from buyer journey maps.
Why Tiller?
- Mission-Pushed: Be a part of a crew that’s keen about serving to individuals take management of their monetary lives. Hear about Tiller in our crew’s personal phrases: https://tiller.com/about/careers/#video
- Development Alternatives: We assist our crew members’ profession growth and provide alternatives for development inside the firm.
- Collaborative Setting: Work with a gifted and supportive crew that values innovation, creativity, and steady enchancment.
- Distant-First Tradition: Work wherever with the flexibleness to stability work and life.
The best way to Apply
In the event you’re enthusiastic about serving to individuals obtain their monetary targets and have the talents to drive buyer success, we’d love to listen to from you!
Please apply by filling out an utility right here.
To use: https://weworkremotely.com/remote-jobs/tiller-customer-success-manager-and-leader
