Customer Success Specialist

  • Full Time
  • Anywhere
  • Posted 1 week ago

Job Description

 

Title: Customer Success Specialist

Location: Remote

About MarkUp

MarkUp is the leading visual commenting platform for websites, PDFs and images. It’s the perfect companion in your creative process to bring teams together, helping close the feedback loop for anyone that works with multiple collaborators on a project.

Within just 2 years, we have signed up over 250,000 users and won Product Hunt Product of the Year in 2020. 2022 is already looking to be a bright year for MarkUp as we grow out our nimble product team.

Our customers include some of the world’s leading brands such as Verizon, Herbalife, Getty Images, BDO, Colliers, AIG, Rosetta Stone, Johnson & Johnson, and Dolby.

We are owned and operated by our parent company Ceros a design platform that empowers the creation of bespoke, immersive digital experiences without code. As we share the same DNA as Ceros, we’re also passionate about helping companies transform their approach to creating and managing digital content.

We are well-funded and institutionally-backed by prominent investors including Sumeru Equity Partners, Grotech Ventures, Greycroft, and Starvest Partners.

We are remote first forever with a 4 day workweek that finishes every Friday at 1pm.

About the Team

As MarkUp is taking a product-led approach, what this means is every customer engagement represents an opportunity to convert a non-paying customer into a paying customer, enabling product adoption and or saving a customer from churning.

The Customer Success Agent (CSA) is the front line at MarkUp and is responsible for developing customer relationships that promote product adoption, retention and loyalty. They work closely with customers to ensure they are satisfied and support them to utilise the product in its entirety.

Key Responsibilities

  • Inbound level-1 support request handling to drive customer adoption and retention.
  • Programmatic customer success engagement activities include but are not limited to outbound calling to discuss pricing, upsell opportunities, billing, retention and collecting customer feedback/stories for those on the Pro plan.
  • Work closely with support engineers on level-2 enquires, becoming our customers’ single point of contact.
  • Escalation management of product-related issues if and when required
  • Develop customer-facing articles and internal standard operating procedures to improve customers’ self-service user experience.
  • OKRs (Measures of Success) include; net retention, growth & adoption, customer advocacy (NSP/CSAT)

Practical stuff we anticipate you having

  • A strong focus on customer success, ideally experience within Customer Success or Sales
  • Commercially minded
  • Problem-solving and troubleshooting skills
  • Proven written & verbal communication
  • Planning & organizational skills
  • Basic presentation skills

What we’re looking for from the heart

  • Strong team player and good relationship-building skills
  • Ability to embrace change and have a test and learn mindset
  • Self-motivated with a growth mindset and ability to think outside the box

Key Things to Know

  • We want you to start ASAP
  • This is a full-time position
  • This is a remote first role

Benefits

  • Competitive Salary
  • Stock options
  • Premium health insurance
  • 401K match
  • Paid parental leave
  • Unlimited vacation days
  • Wellness Fridays (Half Day Fridays)
  • Excellent gear (Macbook Air, external monitor, etc.)
  • Stipend for the home office set up
  • Growth and Learning opportunities within the company
  • Virtual experiences in which Cerosians can collaborate, educate, and create social connections with one another

At Ceros, we are deeply committed to the recruitment, retention, and growth of diverse talent; uniting people from unique backgrounds in our shared passion for unlocking creativity through technology.

As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

 

To apply for this job please visit labs.ceros.com.