Customer Success
Job Description
The product
June is the next-gen analytics for B2B SaaS companies. We provide everything a B2B SaaS needs, from enrichment, to account-level analytics, and deep CRM integrations.
Analytics products are normally technical and intimidating, we're building an experience that is simple and approachable.
If you want to give the product a try you can sign up from here and see our demo account
This is a glimpse into how we build products, and here are our engineering principles, and how we work overall. We move fast and take initiative. So will you.
This role
Your primary responsibility is to ensure our customers realize the value from the investment they have made in June. In order to accomplish this, you will work to ensure that our product and its capabilities are used correctly. Effectively, you’ll need to become a customer's trusted advisor. You will partner closely with Sales and Support to make sure that the whole customer journey is positive. You will also amplify the voices of the customers by driving continuous feedback into our Product team.
What you’ll do:
- Take up to 15/20 customer calls per week
- Jump in to help the support team on the toughest requests
- Proactively monitor and engage customers to drive increased value from June’s analytics
- Build and own relationships across a full book of business and embody the trusted advisor role
- Drive product adoption, customer satisfaction, and overall influence on customer health scores
- Proactively nurture customer accounts to identify revenue expansion opportunities and ensure successful renewals
- Flag and proactively mitigate churn risks within a book of business
- Translate customer insights into actionable feedback for our product and go-to-market teams
- Run monthly themed office-hours to improve customer engagement and satisfaction
About you
- Excellent listening skills, customer-centric mentality and empathy towards users and customers
- Excellent English level
- 1+ years experience in a B2B or B2B2C SaaS company
- Experience in working cross-functionally daily. Being the bridge that connects the users with the rest of internal teams (Customer Support, Sales, Product, etc)
- Strong written and verbal communication skills
- Be a quick learner and have the ability to collaborate in a constantly evolving environment
- Have proactive and collaborative mentality and excellent time management skills, ability to handle multiple accounts & assignments simultaneously
- Experience or high curiosity about the SaaS space
