Customer Success Manager

| Bellevue
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In a nutshell

We are looking for an experienced CSM to join our Customer Success team and lead our clients onboardings, product implementations, and renewals.


Full Description:

Founded in 2010, vCita set out to change the way people turn their passions into a business. Today, as a market leader in the small and medium-sized business management space, the company has grown to a team of over 80 but remains focused on the original goal. Tailored specifically for service providers, our software continues to redefine the way they interact with their clients — by driving more opportunities from the web, mobile, email, and social with ease of use designed for the average person.

Our teams are based out of two of the world’s most active cities in the technology space, Bellevue, Washington and Tel-Aviv, Israel.


Responsibilities:

  • Set the groundwork for our clients successful journey by taking part in the post-sales engagement process, including performing onboardings, product implementations, and renewals.
  • Monitor, measure, and map the clients activity.
  • Drive usage and adoption of our product, using data and best practices.
  • Provide exceptional customer experience using proactive communication.
  • Maintain great technical knowledge of the vCita product and guide our clients through the most relevant features and functionalities for their specific business needs.
  • Collaborate with the Sales and Support teams to ensure a smooth transition of ongoing client management.
  • Provide continuous feedback and new features requests to our product and marketing teams in Tel-Aviv.


Benefits:

vCita offers competitive pay with 100% coverage for employee’s health insurance premiums (medical, dental, vision, life & disability). 401k plan with matching contribution. Generous PTO policy and paid holidays. Paid parking or Commute reimbursement. A free gym at the building site. Snacks and drinks are provided daily and there are weekly catered lunches where we all eat together.


  • Experience as a CSM in the SaaS industry with a focus on the micro/small business market
  • A good understanding of customer success metrics and KPIs
  • A passion for communicating with clients and a drive for success.
  • Excellent communication skills: utilized with our clients, as well as delivering effective feedback to your peers and management.
  • Strong technical skills.
  • A strong sense of ownership.
  • A service-oriented, can-do attitude: you are able to stay enthusiastic and work on the go- forward strategy.
  • Extra Credit: Experience using Intercom, Looker, Zendesk, JIRA, HTML, and various CRM systems.
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Technology we use

  • Product
  • Sales & Marketing
  • People Operations
    • CanvaDesign
    • AsanaManagement
    • ConfluenceManagement
    • Google DriveManagement
    • JIRAManagement
    • TrelloManagement
    • HubSpotCRM
    • SlackCollaboration
    • ZoomCollaboration
    • AsanaProject Management
    • TrelloProject Management

Location

Downtown Bellevue- close to public transportation, right off I-405, walking distance to many restaurants and shopping areas.

An Insider's view of vcita

How would you describe the company’s work-life balance?

At vcita, the commitment to work-life balance is what I believe sets us apart. As a CSM, I can confidently say that I work for an employee-first company that prioritizes the well-being and happiness of its staff. The support and dedication to our professional growth and personal lives are unparalleled. It isn't just a catchphrase; it's a core value

Alyssa

Customer Success Manager

How do you collaborate with other teams in the company?

At vcita, each day is filled with both fun & exciting challenges that we need to solve for our customers, on a timely basis, so they can get back to business. We love to collaborate daily with Product, Development & Success to do what works best to find clear, innovative solutions for our businesses to be successful.

Erikka

Product Support Team Manager

How do your team's ideas influence the company's direction?

At vcita, we believe that our customers’ success is our success. Our Customer Success team serves as ambassadors of our clients’ needs within the company and are committed to bringing the voice of the customer to every discussion. With every project, whether it’s a product feature or a marketing campaign, a CSM will always be part of the discussion

Barak

VP of Customer Success

What projects are you most excited about?

I'm excited to be a part of creating AI How-To videos, giving our customers the flexibility to learn at their own pace. It boosts user adoption, enhances awareness of vcita features, and frees precious time for our teams. Our customers can now harness the full potential of vcita independently, and we're here to support every step of their journey.

Zach

Customer Success Manager

What are vcita Perks + Benefits

vcita Benefits Overview

vcita offers a comprehensive package of benefits and perks, the team's health and wellness is a priority. Our package includes health, dental and vision premiums covered at 100% for employees and 50% for eligible dependents, long-term disability and Life insurance with an enhancement option. Financial perks include 401k plan with employer match, FSA for both dependent and health expenses, legal insurance, and financial education tools. Also offered are Employee Assistance Program, Coffee subscriptions and WFH reimbursements. A generous PTO plan with a flexible mindset is in place to support the team's self-care preferences, and the company offers parental leave in support of families.
Wether that's in person or virtually, we always enjoy meeting each other, and have frequent fun events.

Culture
Volunteer in local community
We always enjoy supporting our local communities, emphasizing small business owners. In addition, we work continuously with local shelters and provide opportunities for individual volunteering
Partners with nonprofits
Recurring annual work with local shelters in both WA and FL.
Open door policy
Open office floor plan
Employee-led culture committees
Day off for your birthday
We have several floating holidays with lots of flexibility so you can celebrate what is important to you.
Quarterly engagement surveys
Hybrid work model
In-person all-hands meetings
We meet once a month and also once a quarter to connect with each other, get transparent info on how things are going, recognize team members, and have fun together.
In-person revenue kickoff
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Highly diverse management team
Mean gender pay gap below 10%
Hiring practices that promote diversity
Diversity recruitment program
We focus resources on a diverse candidate pool
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Discounted Pet insurance is offered through our Employee Assistance Program
Wellness programs
We do personalized wellness activities which recognize people different needs around wellness and allow for each person to find the best way for them to rest, recharge and take care of themselves.
Mental health benefits
Wellness days
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Eligible employees are granted company stock options becoming vested over time
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Restricted work hours
Return-to-work program post parental leave
Company sponsored family events
We enjoy celebrating our team's families, and have them join us for activities throughout the year
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Floating holidays
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Home-office stipend for remote employees
Meditation space
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Continuing education available during work hours
Customized development tracks
Personal development training

Additional Perks + Benefits

We plan our perks and activities' with our team in mind to make sure we offer perks people can make the most out of. There is a lot of personal touch and reflection, so we go with the times and get creative on great initiatives and treats for our amazing team members!

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