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Company Name : double
Location : New York, NY
Position : Customer Success Manager
Job Description : About Double
Double is a flexible assistant service for busy executives. We help CEOs and their teams save time and focus on what they do best, by matching them with a dedicated remote assistant. Double provides the tools and methods to make delegation and task management effortless, so executives and assistants are always in sync. We help our clients with a wide range of tasks, like scheduling, travel, inbox management, administrative tasks, personal tasks, and much more!
We started in April 2018, and our latest Series A fundraising of $8.5M in October 2021 places us among the most dynamic players in productivity. We grew 4x in the last year, and are now looking for an exceptional Customer Success Manager to join our team.
Let’s build the future of delegation together!
About the Role
As the Customer Success Manager, you will onboard, engage, and retain our customers to get the most out of their Double Executive Assistant (EA) and the Double application. Our EAs are our trusted partners and the face of Double to our customers. You will manage the entire customer journey through onboarding and post-onboarding. You are responsible for ensuring that Double customers understand the value of using an Executive Assistant, proactively driving product adoption through ongoing training and meetings, and identifying opportunities for customers to upgrade their package.
We’re a dynamic team that values a transparent and innovative work environment. We work hard to support each other in many ways. We value doers; people who are not afraid to break things and experiment.
This is a full-time position reporting to our Manager of Customer Success in a fully remote-friendly environment. Applicants must reside in the U.S.
What You Will Do
Own the customer journey from the onboarding onward
Become an expert on the Double application and continue to drive adoption through continued proactive outreach
Respond to any negative CSAT scores and coordinate with internal teams to share information
Manage the transition process when a new EA needs to be onboarded with an executive
Gather product feedback and share it with relevant internal teams
Triage and troubleshoot at-risk accounts and manage escalations as needed
Plan and execute 1 to many outreach events, such as webinars or email campaigns, to continue driving adoption of the Double app
Become an expert in delegation and assist our Executive customers with best practices
Proactively identify triggering events that require risk mitigation and outreach
Identify customers who are eligible for a plan update and proactively drive conversations to right-size their plan
Occasionally assist with Customer Support requests in high volume times
Who You Are
You have a Bachelor’s degree or equivalent work experience, with 3+ years of experience working in Account Management, Customer Success, or a relevant role
You have experience in a SaaS Environment
You have experience with Customer Success software (e.g. Totango, Gainsight, ChurnZero)
You are a strong multi-tasker and self-starter, with strong time management and prioritization skills
You are passionate about building processes and navigating an ambiguous startup environment
You have proven experience to help you navigate through difficult client conversations and come to a satisfactory resolution
You have strong presentation skills and credibility with audiences of all levels
Benefits & Perks
An insanely supportive team, working to build great products and make delegation simpler and easier for everyone
A competitive base salary (starting at $80k) and a generous equity package
Unlimited PTO
Participation in medical, dental, and vision insurance
401(k) with matching
Wellness stipend to help you manage and balance your physical, emotional, educational, and financial well-being
Team happy hours and offsite company outings
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
This post is listed Under New York jobs
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