At Membrain, Customer Success is about focusing on our customers' long-term success by building trust-based relationships with key stakeholders and helping them realize their defined future outcomes with Membrain's help.
Our customers, who are based all over the world and who represent a wide range of industries, are looking to improve their sales results, scale their businesses, and overcome sales challenges.
Responsibilities:
- Engage in proactive Customer Success efforts pertaining to implementation, training, adoption, retention, growth, renewal and satisfaction of Membrain
- Successfully onboard new customers
- Enable customer growth through proactive expansion strategies
- Establish relationships as a trusted and strategic advocate with your customers and their partners to help ensure the continued value of Membrain is realized
- Produce helpful enablement resources for our customers
- Collaborate with the Customer Solutions team to ensure swift and professional responses to our customers
- Collaborate with internal teams to continually improve our products and services
The output of your work:
- Onboard new customers
- Build meaningful relationships with key stakeholders for your customers and their partners
- Win expansion projects
- Renew your customers accounts
About You
You are:
- At ease in dialogues with CEOs and sales leaders
- Tech-savvy and very interested in technology and software
- Comfortable navigating complexity
- Always looking for personal growth and sharing our values
- Highly professional with a strong work ethic
- Fluent in English (verbal & written) - fluency in French or Spanish is a plus
- Resident of the State of Georgia, Michigan or Ohio in the United States
You have:
- 3+ years of experience in an account management or customer success role
- Experience working with B2B customers
- Excellent communication skills, including the ability to communicate in a clear, goal-oriented way that leaves no room for interpretation
- High empathy and a customer service attitude
- Preferably, experience in B2B sales
- An eagerness to always learn and become better than yesterday
- Worked with CRMs and know why some suck 😉
What it will look like
During the first 30 days, you will:
- Learn the foundation of why Membrain exists and how we serve our customers
- Have a good grasp of how Membrain works as a product
- Become familiar with the tools and platforms we use
- Learn the product, market, competition, and customer challenges
- Have had initial contact with most of your customers
After 90 days, you will:
- Explain to others what Membrain does and how it works
- Have had contact with all team members
- Have closed at least one renewal or expansion project
After a year, you will:
- Know Membrain inside and out, tied to business benefits
- Become a role model for new hires and help the team grow
- Continually learn about all things needed to stay on top of your game
