Location
Remote (Must accommodate US East Coast working hours)
About Us
Euler is an innovative B2B SaaS startup providing cutting-edge Partner Relationship Management (PRM) solutions. Our software helps businesses manage and optimize their relationships with partners, offering full partner lifecycle management, seamless commission payments, attribution tracking, and a robust portal for partners to access vital information.
Role Overview
As our first Customer Success Manager, you will play a pivotal role in shaping the customer experience at Euler. You will ensure our customers achieve their desired outcomes while using our PRM solutions. This role requires a technical background and a willingness to wear many hats, directly impacting customer retention, satisfaction, and the overall success of our customers and partners.
This is a career-defining role. We expect to build our entire customer-facing org around YOU.
Key Responsibilities
Customer Onboarding:
- Lead the onboarding process for new customers, ensuring a smooth transition and successful implementation of Euler's software.
- Conduct product training sessions tailored to customer needs, enabling them to maximize the value of our solutions.
Technical Support and Issue Resolution:
- Provide technical support to customers, troubleshooting and resolving issues related to our software.
- Work closely with the engineering team to escalate and resolve complex technical issues.
Relationship Management:
- Build and maintain strong relationships with key stakeholders within customer organizations.
- Act as the main point of contact for customers, addressing their queries and concerns promptly and effectively.
Customer Success Planning:
- Develop and execute customer success plans that align with customer goals and objectives.
- Regularly review customer usage and engagement metrics to identify opportunities for improvement and growth.
Product Advocacy and Feedback:
- Serve as a customer advocate, providing feedback to the product team on feature requests and areas for improvement.
- Keep customers informed about product updates, new features, and best practices.
Retention and Growth:
- Monitor customer health metrics to identify at-risk accounts and develop strategies to mitigate churn.
- Drive customer renewals and identify opportunities for upselling and cross-selling additional products or services.
Customer Success Metrics:
- Track and report on key customer success metrics, such as customer satisfaction (CSAT), Net Promoter Score (NPS), and customer lifetime value (CLV).
- Continuously refine processes and strategies to improve these metrics.
Qualifications:
- Experience: 5+ years in customer success within a B2B SaaS environment
Skills:
- Exceptional command of English, both written and spoken, is a must. You should be able to communicate complex ideas clearly and effectively, as if you were a native speaker.
- Strong technical aptitude with the ability to understand and explain complex technical concepts.
- Proficiency in customer success software and CRM tools (e.g., HubSpot, Salesforce).
- Strong interpersonal and communication skills.
- Ability to build and maintain relationships with customers and internal teams.
- Excellent problem-solving and critical-thinking abilities.
Knowledge:
- Understanding of PRM solutions and the SaaS business model.
- Experience with onboarding, training, and supporting B2B customers.
Attributes:
- Highly organized with a customer-centric mindset.
- Self-motivated and able to work independently in a fast-paced startup environment.
- Adaptable and able to manage multiple priorities.
- A “jack or jill of all trades” mentality, willing to take on various tasks to support the team and our customers.
Why Join Us?
- Impact: Be a foundational member of our team, directly influencing the growth and success of our customers and our company.
- Growth: Opportunities for professional development and career advancement as we scale.
- Culture: A collaborative and supportive work environment where your ideas and contributions are valued.
