Remote
Company Description
Since 1992, Rise Vision has been making digital signage easy for organizations worldwide. Trusted in over 100 countries with easy-to-use software, 100s of professionally designed templates, and the best customer service, organizations can be up and running in minutes.
Rise Vision is currently searching for a FT Customer Success Coordinator to improve our gross revenue retention by helping existing self-serve customers get better results from their digital signage.
**This is a fully remote FT role**
Mission of the Customer Success Coordinator
Reporting to the Head of Customer Success, the Customer Success Coordinator is accountable for supporting our self-serve customers with onboarding, adoption, and renewal with Rise Vision.
Role Responsibilities
- Act as the Customer Success Coordinator for thousands of self-serve accounts globally.
- Serve as a knowledgeable point of contact for Rise Vision, understanding our core messaging and guiding customers to the right resources and solutions.
- Follow established processes for onboarding, adoption, renewal, and cancellation handling to maximize customer success.
- Respond within one business hour to inquiries from customers and resellers, ensuring a positive and professional experience.
- Help manage the Customer Success inbox, responding to self-serve customer inquiries and triaging SMB, midmarket, and enterprise customer inquiries to the appropriate Customer Success Manager.
- Respond to, prepare, and process renewal quotes upon request for self-serve customers, ensuring accuracy and timeliness, and support Customer Success Managers with quoting renewals for SMB, midmarket, and enterprise customers.
- Prepare and process all renewal quotes for resellers in advance, and answer any transactional questions. Escalate complex inquiries or large contraction/expansion opportunities to Customer Success Managers or the Head of Customer Success.
- Maintain accurate records of all customer and reseller interactions in HubSpot so anyone can quickly understand account history.
- Monitor customer health scores and usage for your accounts.
- Provide feedback from customer and reseller interactions to improve processes, resources, and overall customer experience.
- Regularly travel to customer sites and industry tradeshows to build deeper relationships, enhance customer success, and foster opportunities for account growth.
Role Requirements
- 1+ year of experience in a SaaS customer-facing role, for example customer success or technical support.
- Experience working in a remote role.
- Comfortable managing a high number of small accounts using structured processes and tools.
- Experience using HubSpot (or similar CRM) to track and manage customer activity.
- Highly organized with excellent attention to detail and the ability to manage multiple priorities.
- Strong written and verbal communication skills, with a focus on clarity, empathy, and responsiveness.
- Travelling to events and visiting customers is a pleasure, not a chore. You’re excited to get in the field, meet face to face, learn about the problems customers face and how Rise Vision helps them so that you can apply what you learn to your efforts.
- Positive and proactive mindset: you take initiative, learn quickly, and enjoy problem-solving.
- Nice to have: Experience working with channel partners/resellers, or supporting customers in the education, corporate, AV, or digital signage industries.
- Ideally you are located in the US or Canada in either the EST, MST, or CST time zone.
- Must be available for FT hours
At Rise Vision, we are proud to be an equal opportunity employer. We practice ethical and fair hiring processes and strongly encourage applications from diverse backgrounds. Accommodations are available on request for candidates taking part in all aspects of the selection process.
