Manager of Customer Success - Remote

Billings, MT / Remote
30+ days ago

Job Description

About Double

Double is a flexible assistant service for busy executives. We help CEOs and their teams save time and focus on what they do best without the cost of hiring, by matching them with a dedicated remote assistant. Double provides the tools and methods to make delegation and task management effortless, so executives and assistants are always in sync. We help our clients with scheduling, travel, inbox management, administrative tasks, and much more.

Double was founded in 2018 by the early Sunrise team (acquired by Microsoft for $100M in 2015). We closed our Series A in September 2021 with top investors like Index Ventures and Daphni, and have built a strong team with employees from the early teams at Asana, Instacart, and Front. We grew 6x in the last year, we are now working with 300+ companies and 100+ executive assistants, and we're now looking for an experienced Customer Success Manager to ensure the highest level of experience for our customers.

We're on a mission to help people rethink how they work and live, and focus on what matters to them. Let's build the future of delegation together!

About the Role

As the Manager of Customer Success, you will lead the team in charge of customer satisfaction, which includes onboarding, support, and all relationships with customers. You will be key in scaling our CS efforts to build our team and achieve our revenue and growth objectives. You will report to the Head of Operations and will manage a team of 2 specialists.

This is a full-time position and fully remote or in our Brooklyn, NY office. Applicants must reside in the U.S.

What You Will Do

    • You will be working to increase the customers' satisfaction and retention as soon as they start collaborating with Double and through their entire lifecycle (onboarding, first-run experience, coaching, etc.)
    • You will be in charge of gathering data about clients in our CRM and other tools: collecting feedback, segmenting clients, etc.
    • You will analyze data and trends to make changes to our processes and approaches, aimed at reaching satisfaction objectives, increasing client engagement, and boosting the efficiency of your team
    • You will be in charge of implementing better support processes to increase client satisfaction and handle escalations coming from our support specialist in tricky situations
    • You will be responsible for the account management for our most important clients
    • You will set strategic CS goals and KPIs, track them and share them with your team on an ongoing basis
    • You will partner with the Marketing team to identify and act on upsell opportunities.
    • You will partner with the Product team to provide feedback from clients and implement new features that improve the customer's experience
    • You will hire, train, and lead a team of operators focused on providing the best experience to our executive clients

Who You Are

    • You have 5+ years of experience in Customer Success with 2+ years in a Management position — experience in a high-growth startup strongly preferred
    • You care about providing the best experience for our clients and enjoy building relationships over time
    • You have the highest levels of integrity, efficiency, and attention to detail
    • You thrive in environments where you can express your proactivity and creativity to identify and implement new ways of supporting clients
    • You thrive in dynamic environments and have the ability to prioritize
    • You are a great listener and communicator and feel comfortable in both written and spoken conversations
    • Fluency in French (written and spoken) is a bonus!
    • You are fully proficient with Google Apps, CRMs, Customer Success tools (Airtable, Intercom, Front experience are a plus)
    • You want to join the Double movement and engage with our community of executives and assistants
    • You like to have fun at work!

Benefits & Perks

    • An insanely supportive team, working to build great products and make delegation simpler and easier for everyone
    • A competitive salary, and a generous equity package
    • Fully remote position & the technology you need to work from home
    • Unlimited PTO
    • Participation in medical, dental, and vision insurance
    • Wellness stipend to help you manage and balance your physical, emotional, educational, and financial well-being
    • Offsite team outings
We're a dynamic team that values a transparent and innovative work environment. We work hard to support each other in many ways. We value doers, people who are not afraid to break things and experiment.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


Not sure if you qualify?

Uvaro is here to help you land great jobs like this one.

Upgrade your skills

Other Jobs

Rise People

Rise is Canada’s complete people management solution that gives employers everything they need to build loyal and productive teams—all in one place. We collaborate and co-create to build solutions that completely change how companies of all shapes and sizes manage their payroll, scheduling, time tracking, group benefits, recruitment, onboarding, and more.

Vancouver, BC

1+ years of successful sales development experienced experience in B2B software or B2C services is a plus. Ability to work occasional evenings or weekends.

Waterloo, ON / Remote
Freshworks Inc

About Freshworks: At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion, irrespective of their background, gender, race, sexual orientation, religion, or ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, our communities, and our business. Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering affordable, quick to implement, and designed software for the end-user. More than 50,000 companies -- from startups to public companies -- worldwide use Freshworks software-as-a-service to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM). Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system). Overview: We are currently looking to hire energetic SDRs. This position is an integral part of our sales engine. SDRs are focussed on the front end of the sales cycle and be the face of Freshworks. The SDR team is responsible for identifying opportunities and generate a sales pipeline. This role is based out of Chennai. Responsibilities (What you'll be expected to do): - Generate qualified opportunities for the company by rigorously prospecting and researching in the assigned region/market. - Do rigorous research on companies, and build an effective sales pipeline. - Strike and initiate conversations with high-profile personas of companies you are prospecting. - Be the face of Freshworks and pitch the company and our products to the prospects. - Come up with creative emails and campaigns to draw the attention of prospects. Requirements (What we look for in candidates): Must-haves: - 4-8 years of work experience in any customer-facing sales role. - Clear, concise, and effective written and oral communication skills. - Empathy towards customers and understanding their needs. - Interest, curiosity, and openness to learning new technologies. - Prior exposure to tools like LinkedIn Sales Navigator, DiscoverOrg, ZoomInfo, etc. - Good interpersonal skills and ability to collaborate with internal stakeholders as well as end customers. - Learning mindset and the right attitude that will help you thrive and adapt in a fast-paced, performance-driven environment. - Ability to handle rejections and stay focused and driven. - Ability to multi-task and manage your tasks effectively. - Flexibility in working in different shifts/regions. This is absolutely mandatory because you will be expected to work in a specific shift for a minimum of two years. Good to have: - Prior work experience in SaaS product companies in domains relevant to Freshworks' suite of products. - A proven track record of consistency in overachieving targets.

15 hours ago
Tamil Nadu Chennai