Job Board/Customer Success Associate at Clubhouse



Photo of Clubhouse

Clubhouse
emoji of a pushpinNew York, NY
emoji of a woman of coloremoji of a manemoji of a person of coloremoji of a woman 50 total on the teamemoji of a woman of coloremoji of a woman 11 womenemoji of a woman of coloremoji of a person of color 10 people of color

Customer Success Associate

About Clubhouse

Clubhouse is a project management tool created specifically for software product development teams. Its unique interface allows users to see just what matters to them, while also offering the entire team unprecedented visibility into progress across the organization.

Since launching the product in February 2016, our user base has grown exponentially. We’re looking for a Customer Success Associate who can help ensure product adoption across their assigned accounts by providing strategic guidance along the customer journey and lifecycle.

Reporting to the Customer Success Lead, you’ll be working with a professional and fast-moving team. Acting as the main point of contact to a growing account base of small to medium-sized businesses, you’ll be both product expert and customer advocate. Responsible for ensuring customers are armed with best practices to effectively adopt and expand their use of Clubhouse, you’ll empathetically listen to challenges, and actively communicate customer goals and feedback internally.

We are looking to fill this position in our NYC HQ, but are open to remote candidates with the right experience.

Responsibilities:

- Proactively provide strategic product recommendations to customers in your assigned book of business, contributing to our annual growth and retention goals.

- Assess the health of your assigned accounts on a daily, weekly and quarterly basis, creating outreach plans accordingly.

- Respond to feedback and feature requests sourced from our on-going Net Promoter Score survey.

- Support the Customer Success team on customer calls, account reviews and follow-ups, logging call notes and communicating feedback to our internal teams.

- Closely collaborate with the Customer Support team, owning escalated communications related to your assigned book of business.

- Collaborate with our Product Marketing team on quarterly webinars highlighting best practices for expanding teams.

- Help build Clubhouse! We’ve got some big goals for the year and anyone joining at this stage will have a big impact.

Requirements:
1-3 years in a customer-facing role
Four-year BA/BS degree or equivalent experience
Excellent written and communication skills
Enthusiasm for learning/self teaching new technical skills

What is your Interview process like?

Phone screen, on-site, potential take home assessment

What efforts are you making in terms of increasing diversity & inclusion within your company?

Clubhouse is a thoughtful group that places a high value on open communication and empathy in our collaborative practices.
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