Senior Customer Success Specialist, North America (ET) at Rock Content

Location: North America; ability to work US hours (Eastern Time Zone);
this is a 100% remote position, if you don’t live in the defined location that’s not an issue.

About you:

If you love to develop successful relationships that lead to deeper customer adoption and higher revenue, then we’d love to talk to you about joining the Rock Content team! The Customer Success Specialist is responsible for successfully managing customer expectations, priorities, content marketing initiatives, customer adoption of the software and retention. This role serves as the hub for all customer-related activities, including strategy, creative services, technical services, and training. You will demonstrate expertise in managing digital projects and have exceptional communication and organizational skills with a knack for understanding a customer’s larger marketing objectives. Help us ensure our customers are having an unforgettable experience with Rock while achieving their desired results with their content marketing programs.

The role:

  • Work with mid level to enterprise companies in North America;
  • Deliver and communicate ROI for our clients throughout the customer life cycle;
  • Keep track of customers engagement and satisfaction throughout the customer life cycle (with management support);
  • Assist with content idea research for quarterly business reviews;
  • Monitor customer health of identify risks and opportunities and act proactively on problems and expansion opportunities (with closer management assistance on meetings and building action plans);
  • Create deals in Hubspot and ensure SOWs (Statement of Work) are being pushed through the operations process;
  • Keep communication flowing between Rock and Customers (NPS, Follow-ups after calls and in between QBRs with customers and Rockers);
  • Constantly seek opportunities to learn something new (Rock`s products and processes, content/digital marketing, SaaS, etc);
  • Seek alignment of the customer’s expectation with the delivery of Rock, and constantly give feedback to other teams (product, mktplace, services, finances, legal, etc);
  • Record and organize communication so Hubspot records are up-to-date.

You will need:

  • Fluent or native English skills;
  • Experience with digital marketing and advertising channels, including: Display Advertising, Search Engine Marketing (SEM), Search Engine Optimization (SEO), Social Media and Mobile Marketing;
  • 3+ years of experience in account management or customer success;
  • Solid project management skills needed to manage our largest customers;
  • Experience working with North American clients, or possibly European clients;
  • Ability to work US hours (East coast);
  • Track record of client relationship development and services;
  • Bachelor’s degree in Communication, Business Administration or other;
  • To apply with your resume in English.

Nice to have:

  • Experience in the SaaS industry;
  • Experience with the U.S. based contracts management discipline;
  • Experience working with Fortune 1000 size enterprise accounts.

What we offer:

  • Rock University – free access to our marketing courses
  • Ongoing workshops and webinars on marketing topics
  • Flexible hours
  • Work from home allowance
  • Parents benefits
  • Volunteer paid time off
  • Birthday and work anniversary days off
  • Health insurance
  • Dental Insurance
  • Being part of a dynamic, talented team distributed around the world
  • Making an impact in a global, established but scaling startup where you will see results of your work helping to drive us forward
  • Being empowered to make decisions to improve customer satisfaction
  • Continuous growth opportunities for our customers, talent community and Rockers
Other benefits may be available according to your location.

About Rock Content:

We are a global leader in content marketing and we exist to enable growth opportunities for our customers, employees and partners! We help brands to drive revenue and build awareness by unleashing collaboration through technology, connecting them to a global network of creative talents and delivering premium brand and content experiences for their audience.
If you’re looking to learn every day, use new marketing technologies, and have the opportunity to innovate and make an impact, you will find all of that at Rock!
We have the most dynamic, collaborative and intelligent environment there is. Diversity is very important to us and that’s why we commit to it. We do not tolerate discrimination by race, gender, disability, sexual orientation, religion or any other type of physical and/or psychosocial characteristic.
We’re rapidly expanding, having tripled our growth in the last 2 years! We are remote-first and distributed around in the world. Learn more about careers at Rock here:

Our 5-step hiring process: 

1. Application review: when taking a look at your resume, we’re looking not just for evidence that you can do the job, but also to make sure the opportunity we have is the one you’re looking for! We’ll always let you know either way if you’re moving forward or not.
2. Phone screening: this is a first interview and our main goal is to make sure the expectations are correctly set up. We’re also very open to answering questions and presenting the detailed truth about working with us.
3. Technical assessment: this is the step to not only evaluate your hard skills but also to present to you a little bit of our work process.
4. Cultural fit interview: our culture is our main priority. We only hire people that show they can fit with our culture and help us grow. This is a deep and challenging step that will require a lot of thinking. To prepare, check our Culture Code.
5. Hiring Manager interview: this is the final step! Here you get to meet the person who is  going to be your leader, ask anything you want and really understand if you match with the team.
Are you interested? Apply now!
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