Customer Success Manager - remote

Fathom
Posted 2 years ago
Just 5 short months after launching, we are ready to expand our customer success team to support our rapidly growing user base.


🔥 ABOUT THE ROLE

  • Own the relationship and growth of assigned target accounts (including user product adoption and account expansion across teams)
  • Work with the team to develop and test ongoing strategies to acquire and activate new users
  • Troubleshoot issues with users and report bugs to engineering
  • Conduct post-onboarding interviews with new users to capture product feedback, answer user questions and demo the product

✅ WHO WE THINK WILL THRIVE

  • 2+ years in a customer-facing role at a software company (ex: Customer Support, Customer Success, Account Management, Sales, Recruiting, Consulting, etc) Enjoys engaging with and helping out customers on a daily basis
  • Ability to thrive in a fully remote work environment that leans heavily on asynchronous communication (Slack, Loom) over meetings
  • Coachable. Open to feedback
  • Strong organization, presentation, and communication skills
  • We will break and re-make many processes as we scale - you should not only be able to handle that but revel in the opportunity to rethink a better way of doing things
  • Must speak English fluently
  • Must be located in the US or CAN and open to working west coast hours

➡️ ABOUT OUR HIRING PROCESS

  • You’ll meet the entire team. We think it’s important that you get to meet everyone you’ll be working with.
  • No bullshit. Ask us anything you like. We’ve never understood why companies pretend they’re something that they’re not in the hiring process - you’re going to find out eventually so we’d rather you know who we are upfront so we can both make sure this is a good fit for all involved.
  • Quick turnaround time. We know you have lots of options so we move fast usually in less than a week from start to finish.