Customer Success Manager

ABOUT CHILI PIPER Chili Piper is a B2B SaaS startup. Our product helps clients turn inbound leads into qualified meetings instantly, helping revenue teams connect to buyers faster. We are a fully remote global team dedicated to solving interesting problems, helping others, and having fun. We're growing fast and we're ready to take over the world (in the most civil and appropriate way possible, of course). The Customer Success Manager will be joining our industry-leading Customer Success team responsible for delivering massive value to our customers, improving retention and product adoption. You will own a portfolio of up to 60 customers who have substantial room to grow in their adoption of Chili Piper. On a day to day basis, you will be working with customers to onboard them quickly, prove ROI and remove any roadblocks along the way. You will be considered an expert in Chili Piper products, Revenue, Sales, Marketing and CS operations and will take pleasure in coaching your customers to success. This is a highly technical role and an understanding of Javascript, HTML, CSS is required. Responsibilities - Own customer onboarding, ensuring fast time to value - Train customers and help them implement new use cases - Hold the customer and Chili Piper teams accountable to meeting defined success criteria - Engage across the Customers organization and work cross-functionally within Chili Piper to identify opportunities and risks, and present recommendations & solutions - Proactively solve and act as a point of escalation for technical issues - Ensure internal visibility by providing regular updates, status and next steps on a regular cadence through Slack and Email, and via weekly 1:1s with your Manager - Produce internal best practices and customer user stories to make customers lives easier - Collaborate closely with cross-functional teams to support the success of your customers, including Sales, Customer Marketing, and other Post-Sales functions - Build customer advocates by developing customer case studies and references to support the growth of Chili Piper - Identify upsell and cross sell opportunities which are shared with the Account Management team who will then drive commercial negotiations What We're Looking For - Motivated, Solutions Driven and Conscientious person who enjoys a fast paced startup environment - Technical experience is required, e.g., implementing Salesforce or Marketing Automation systems, handling technical support cases - Basic understanding of Javascript, HTML, CSS - Strong proficiency and experience using Salesforce 1-2+ Years Minimum - SFDC Certifications are a strong plus. - Strong proficiency and experience using Marketing Automation software 1-2+ Years Minimum (Marketo, Pardot, Hubspot, etc.....) - Marketing Automation Certifications are a strong plus. - SFDC implementation, data model (standard and custom objects), REST API, Administrator, Managed Package - Experience working with cross functional teams within a customer organization to support a joint outcome - Demonstrated ability to communicate effectively via oral & written formats - Passion for customer success & excellence

Chili Piper is a B2B SaaS startup. Our product helps clients turn inbound leads into qualified meetings instantly, helping revenue teams connect to buyers faster. We are a fully remote global team dedicated to solving interesting problems, helping others, and having fun. We're growing fast and we're ready to take over the world (in the most civil and appropriate way possible, of course).