Customer Success Manager at ScaleFactor

| Austin
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ScaleFactor is working to pioneer a new SaaS category, and we need leaders who enjoy venturing into uncharted territory and blazing a trail with innovative solutions. If you are an exceptional Customer Success Manager who is looking for the next chapter in your career, join our Customer Success Team.

ABOUT YOU:

You are innately curious, a solid communicator and a capable orchestrator. Your goal is to understand a customer’s business, help solve their problems, accelerate their growth and return insights to the business that contribute to customer experience improvements at scale.

  • Continually managing the Customer Journey, setting milestones and goals to achieve as they are progressing and completed 
  • Are always a step ahead in setting expectations for how the customer will interact and what they should expect from ScaleFactor and always follow through
  • Determine and understand customer’s needs and map to ScaleFactor’s software offerings
  • Identity and articulate themes from customer accounting and finance infrastructure and systems data
  • Own the relationship with assigned customer accounts, including increasing adoption, driving correct usage, ensuring retention, increasing renewals, and increasing overall satisfaction.
  • Bridge the gap between Customer Support and the Product teams.
  • Work to establish a trusted relationship with each customer while driving the continued value of ScaleFactor’s products.
  • Act as a customer advocate to collaborate and share customer feedback internally with Product, Engineering and other cross-functional teams to enhance ongoing product development efforts
  • Strategically work with assigned accounts to identify churn risk and work proactively to eliminate that risk
  • Own the Customer value and partner with sales on the renewal and expansion of your book of business

Qualifications:

  • Proven track record in building and cultivating customer relationships
  • Excellent communication skills (written & verbal) 
  • Accounting knowledge (though not an SME) of month-end closes, payroll and tax filings, reconciliations, fixed assets and accruals
  • Bachelor’s degree in a relevant field required
  • 5+ years of solid experience in Customer Success Management role
  • Demonstrated ability to drive efficiency and resolve problems in a quality-focused manner
  • Excellent ability to multi-task and prioritize workload
  • Willingness to provide assistance to customers in a helpful, patient and respectful manner

Bonus:

  • Experience with SaaS Customer Success Software such as Gainsight, ChurnZero or Client Success. 
  • Experience with SalesForce software.
  • Experience with accounting tools such as Xero, QBO, Bill.com, Gusto, Abacus, Expensify
  • Accounting education or related work experience
  • Customer consulting experience

PERKS:

  • Competitive benefits package and stock options to all our full-time employees
  • Unlimited cold brew, snacks, and catered lunch on Fridays! 
  • Be a part of the winning Scalefactor team and experience Austin’s Best Places to Work three years in a row from 2017 to 2019!

JOIN US!

If this role describes you, we look forward to receiving your Customer Success Manager application online!

Note this position is based in our East Austin headquarters with a start date in Q4 2019!

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • Ember.jsFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • SketchDesign
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • DriftCRM
    • HubSpotEmail
    • Google SuiteEmail
    • Outreach.ioEmail
    • SalesforceEmail

Location

ScaleFactor is located in the up and coming East Austin neighborhood, filled with new & classic restaurants, trendy bars, and friendly neighbors.

An Insider's view of ScaleFactor

What’s the vibe like in the office?

We have a vibe unlike any office or business I have worked at. Our office is less about a location (although, we have a great space) and more about combining the variations in background and taste that everyone brings to the table. It’s so fun to watch us all grow and mesh together to create the “ScaleFactor vibe” knowing we all have a part in it.

Morgan

Earned Media Coordinator

How do you collaborate with other teams in the company?

ScaleFactor is fast paced with lots of moving parts, so collaboration with other teams is key to keeping everyone on the same page. From understanding feature priorities from sales, working with marketing on product launches, to training and support for other internal teams, every team works together to keep us headed in the right direction.

Peter

Lead Sr Software Developer

How has your career grown since starting at the company?

Being one of the first employees, I can honestly say I’ve had a fun and unique experience. Since joining ScaleFactor, my career has skyrocketed! From working one on one with entrepreneurs to world class venture capitalists, I've developed an extensive catalog of experiences to draw from that have helped to prepare me for my career moving forward.

Zach

Controller

What are ScaleFactor Perks + Benefits

ScaleFactor Benefits Overview

Technology is nothing without the people behind it. It takes a team to build something great. Together, we work hard, learn from one another and celebrate our wins. We offer competitive salary based on experience. Health, dental, and vision benefits package. Unlimited vacation, flexible hours and optional work offsite days. We offer stock options for all our full time employees. Unlimited cold brew coffee, snacks, catered Friday lunch, and meals on work late days. We also welcome dogs and cats in our pet friendly offices located in hip East Austin!

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga.
Retirement & Stock Options Benefits
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
ScaleFactor provides unlimited snacks, coffee, cold brews and drinks.
Some Meals Provided
ScaleFactor provides weekly catered meals on Fridays.
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
Paid industry certifications
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