Remote Customer Success Coordinator

Scottsdale, Arizona

HQ – Customer Success /Full Time/ Remote

About This Role

Hello, prospective pickle! We are seeking a Remote Customer Success Coordinator (CSM) to add to our growing Client Success team. The CSC will be responsible for a high volume of clients and measured by client adoption using data-driven programs to achieve this, Net Promoter Score (NPS), and net customer retention rate of assigned book of business. 

The ideal candidate can build strong relationships quickly, is tech-savvy, and has the people skills to work cross-functionally to be a champion for your customers. You are a perfect fit for this role if clients see you as a trusted advisor, and you are comfortable providing proactive technical and product guidance. 

Reports to: Vice President Customer Success

On a daily basis, works closely with Sales, Marketing, and Customer Success teams.

Location: Design Pickle is a fully remote company with a Company Hub in Scottsdale, Arizona.

Who We Are Looking For

First, Design Pickle is anything but typical. We’re a group of hard-working, creativity-loving individuals from around the world.

Do we love pickles, too? Most of us do! But don’t stress if pickles aren’t your thing. It’s not a deal-breaker. We do look for a passion and interest in something, though because our employees’ uniqueness is what helped make us the great company we are today.  

We stand by our vision, purpose, and values, and these are mission-critical to how you show up every single day.

Specific to your role, we’re looking for individuals who have…

• 1-3 years in a customer-facing role in a SaaS B2B company.
• Experience promoting value through customer experience; ability to analyze and interpret customer data to influence decision-making and improve customer experiences.
• Exceptional ability to communicate and foster positive business relationships internally and externally.
• Comfortable with identifying client risk, jumping in to remediate, handling escalations and ultimately ensuring net client retention. 
• Accountability and personal organization are essential.
• Experience analyzing, optimizing, and scaling the existing processes. 
• Deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.
• Passion for learning new technology.
• Excellent presentation and communication skills with all levels of client contacts, including the executive level.
• Ability to manage multiple tasks simultaneously with attention to detail.

• Bonus Pickle Points:

• Experience with a CRM; HubSpot is a plus and the ability to use HubSpot as an e-mail platform
• Experience with JIRA and Confluence is a plus
• Experience working with creative teams is a plus
• An understanding of in-app analytic tools to measure usage and help define the in-app experience; Pendo experience is a huge plus  

Key Objectives and Responsibilities

• Act as the primary point of contact throughout the customer lifecycle, developing relationships with key stakeholders and maintaining a focus on driving business value from onboarding through renewal and expansion for assigned book of business.  
• Regularly monitor platform usage and proactively contact clients whose usage dips to ensure the health of the relationship and product engagement. 
• Share best practices, industry trends, and other valuable information to help accomplish client goals and improve their onboarding, product adoption, and creative productivity. 
• Review client feedback loops for signs of churn and poor sentiment, and address them early in the customer journey. 
• Utilize CRM to keep track of key account data, opportunities, logging calls, and relevant notes.
• Facilitate onboarding & ongoing training for a book of business. 
• Act as a communications liaison between internal teams and clients. 
• Promote customer satisfaction and loyalty by demonstrating an understanding of their business needs and helping them achieve their objectives using Design Pickle.
• Educate customers on the use and benefits of Design Pickle solutions.
• Provide customers with information and assistance regarding product updates and new features. You will be the voice of the customer at Design Pickle and will help build the feedback loops with our product team to ensure the roadmap and sprints are always executed with the customer in mind. 

$55,000 - $65,000 a year

The compensation range for this position $55,000 to $65,000 annually. The actual salary offer to a candidate will be made with mindful consideration of many factors. These factors include but are not limited to skills, qualifications, education/knowledge, experience, and alignment with market data for a given location within the US. In addition to base salary, some positions may be eligible for additional forms of compensation such as bonuses or commissions. This salary data is for our US-based positions only.

Benefits, Compensation, And Perks

Uncapped PTO: Hate seeing your PTO hours decrease as the year goes on? Not anymore! There is no cap or number associated with the amount of PTO days you can request.

Major medical healthcare: We offer major medical plans as well as Dental and Vision insurance.

Remote-work flexibility: More productive at home? Not based in Scottsdale, AZ? Fine with us! We are a remote-first company with people all over the country.

401K: Plan for your future with a 401K with a 5% company match.

World-class Company Hub: More productive in an office? Also, fine with us! Our Company Hub is set up with state-of-the-art standing desks, high-definition monitors, breakout rooms for meetings and calls, a podcast studio, a relaxation room, and of course - as much merch as you need.

In-office gym: Our Company Hub also has a small CrossFit-style gym with a Peloton studio available for any pickles to use!

Life-changing massage chair: We change lives through creativity...and massages. Our team has traveled far and wide to take advantage of a life-changing massage chair that is housed in our Company Hub. One massage is all it will take to radically transform your life.

New parent leave: Design Pickle encourages all primary caregivers to take up to 8 weeks leave for a new family member, including adoption, at full salary.

Short Term / Long Term Disability Options

Paid training and personal development: We offer a yearly stipend for employees to continue to grow their skillset and learn things to help them in their careers.

Pet insurance: Have a furry friend? Design Pickle offers pet insurance through United Pet Care for discounted vet visits, medication, and procedures.

Team retreats, social events, and adventures: Pickle collaboration is important to us! We host regular social events, get-togethers, and experiences for our staff.

About Design Pickle

Design Pickle was founded in 2015 with a vision to change lives through its creative software, solutions, and services. Since then, the company has grown to be the leading flat-rate creative services company in the world. We have served tens of thousands of clients with a team that spans the globe. 

Design Pickle continues to be one of the fastest-growing companies in America listed on the Inc. 5000 in 2019, 2020, 2021, 2022, 2023. We’ve also been ranked as an AZ Central Best Place to Work in 2020, 2021, 2023.

We are a company that takes our core values to heart:

Be the SPARK

Let your fire and passion inspire someone else’s day.

DRIVE Performance

Seek out new ways to improve performance, satisfaction, and impact for our customers. Less is more rules supreme.

Give it to me STRAIGHT

Lead with radical and professional candor in every situation. Graciously accept when others do the same. Move forward together and aligned.

HELP when nobody's watching

Find opportunities to support each other and our clients beyond the day-to-day.

Lean into HARD

We thoughtfully select our challenges and tenaciously commit to conquering them.

Make your own PICKLES

We are a collection of incredible individuals who challenge ourselves and each other to grow. Change is celebrated as a sign of progress.

You can learn more about our company, our vision, and what we stand for on our website and social channels. We can’t wait to meet you—thank you in advance for your application!

Design Pickle is an Equal Opportunity Employer. You will often hear members of the Design Pickle team refer to themselves as “pickles”. Pickles come in an infinite amount of variety, and as such, the pickles at Design Pickle celebrate every aspect of our diverse workforce and do not tolerate discrimination on the basis of race, color, religion, marital status, age, nationality, (dis)ability, gender, gender expression, or sexual orientation.

All employment decisions are made on the basis of qualifications, merit, and business need. The right pickle for the right opportunity. Design Pickle is an Equal Opportunity Employer.

Notice to Staffing and Recruiting Agencies

Design Pickle will not accept resumes from any source other than the candidate. Any unsolicited resume sent to Design Pickle will be considered Design Pickle sourced.

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