Customer Success Manager
In a nutshell:
vcita is a compact, quick-smart app that keeps you fully connected to your business, whenever and wherever you are working from.
With vcita, you can track and perform all your daily tasks, from the "first hello" to the last invoice:
Charge and collect payments, invite clients to book you online, create branded invoices and quotes, send SMS appointment reminders - all in a few simple clicks, from one single app.
Founded in 2010 by a team of four, 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 100 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.
About the Team
We are a small but mighty client success team! To match the demand for vcita, we are seeking individuals that will fit our passionate, competitive, and collaborative team atmosphere. Creating inventive solutions for our clients is ingrained in our DNA. Our most successful CSM’s are curious about the client and the product’s capabilities. They are always thinking “outside of the box” for ways to complete our client’s journey. We have a strong team-based culture as well as training and development options to make sure you have what you need to be and do your best.
The Role
Carry the excitement of our product through the post-sales engagement process into the renewal stage.
Maintain ongoing technical knowledge of the product
Encourage and empower experts to achieve their business goals and objectives by leading online consultations calls and one-on-one onboardings
Specialize in a vertical in which you will handle upwards of 40 new clients per month to ensure clients “run their business on vcita”
Identify upsell and growth opportunities
Understand and assess customer requirements, level of adoption, and risk in renewing their subscription
Collaborate with the Sales and Support teams to ensure a smooth transition of ongoing client management
Proactively reach out to clients for subscription cancellations and collection of late payments
Provide continuous feedback and new features requests to our product and marketing teams in Tel-Aviv
Your Experience & Skills
1-3 years of experience as a CSM, Technical Sales, or Support in the SaaS industry with a focus on the SMB market
Knowledge of client workflows that are vertical-specific like “Light Health”, “Finance”, and/or “Coaching/Consulting”
A strong curiosity around all things technical. You love finding solutions where they might not seem obvious
A tenacious sense of ownership and self-awareness with a positive attitude, empathy, and high energy
Excellent communication skills: utilized with our clients, as well as delivering effective feedback to your peers and management
Ability to take initiative and adapt to evolving go forward strategies
Appreciation for “dad jokes”
Extra Credit: Experience using Hubspot, Looker, Zendesk, JIRA, HTML, and various CRM systems.
Extra Credit: Can speak conversationally in more than one language.
Benefits
vcita offers competitive pay with 100% coverage for employee’s health insurance premiums (medical, dental, vision, life & disability) as well as participating in dependents’ premiums and Flexible Spending Accounts. Stock options and 401k retirement plan with matching contribution. Generous PTO policy, paid holidays and generous paid family leave. Paid parking or Commute reimbursement. Free gym at the building site. Frequent team events and perks with a culture of collaboration , fun and mutual support.