Customer Success Specialist

at  OnePageCRM

WHO WE ARE

Used by small businesses in more than 80 countries, OnePageCRM is the first action-focused CRM in the world. We’re on a mission to help small businesses grow in a sustainable and conscious way by providing them with a simple and effective CRM solution. In 2024, Forbes named it as one of the best simple CRMs on the market.
We strive to become the best sales CRM system in the world for consulting and professional service companies. We’re passionate about our product, value every opinion, and take strength from our team’s diversity. OnePageCRM is an open, fun, creative place to work.

POSITION OVERVIEW

As our product rapidly develops, we seek a tenacious Customer Success Specialist who is passionate about ensuring customers have the best experience with our CRM. You will play a pivotal role in the success and satisfaction of our new, existing, and potential customers. Responsibilities include building strong client relationships, understanding their needs, and collaborating with internal teams to deliver outstanding solutions and support. This role is crucial for driving onboarding, retention, expansion, and overall company growth.

DESIRED QUALIFICATIONS

• Bachelor’s degree in business, communications, or a related field.
• Proven experience in customer success preferably in a technical or SaaS Company (3+ years).
• Familiarity with customer support processes and CRM tools.
• Proven track record in developing and executing customer retention strategies to minimize churn and enhance overall satisfaction.
• Excellent project management, organizational skills, and attention to detail.

RESPONSIBILITIES

• Cultivate robust relationships with key clients and stakeholders.
• Conduct routine check-ins and business reviews to grasp their evolving requirements.
• Facilitate the onboarding experience for new clients, optimizing the Time-to-Value and ensuring a thorough understanding and adept utilization of our CRM product.
• Deliver tailored training and educational materials to clients as necessary, ensuring a seamless transition from the sales phase to post-sale interaction.
• Develop and implement strategies to retain customers, with the goal of reducing churn and enhancing overall customer satisfaction.
• Identify potentially vulnerable client relationships and proactively implement measures to fortify them.
• Sustain a comprehensive understanding of the company’s CRM products and proficiently relay product updates, features, and advantages to clients.
• Collaborate with internal teams to integrate customer insights and feedback into product enhancements.

Success in this role demands relationship-building, effective communication, and a passion for client success. You’ll lead fostering connections with key stakeholders, conduct check-ins, and guide new clients through onboarding. Your role will be crucial in retaining customers and boosting their satisfaction. We value proactive problem-solving, a deep understanding of our CRM, and collaboration with internal teams for improvement. Furthermore, we expect that you can demonstrate:

• Strong Communication Skills: Exceptional verbal and written communication skills to effectively interact with clients and internal teams (English).
• Empathy and Customer Understanding: Ability to empathize with customers, listen and understand their needs, and tailor solutions to address their unique challenges with a positive and proactive attitude to inspire confidence and trust in customers.
• Time Management: Efficient time management skills to handle multiple tasks and prioritize effectively in a fast-paced environment.
• Metrics and Goal Orientation: Goal-oriented with a focus on meeting and exceeding customer success metrics and objectives.
• Hunter Mindset: With a passion for delivering exceptional customer experiences and a deep understanding of sales processes and methodologies (Sandler, MEDDIC, SPIN…)