Customer Success

Customer Success Manager (Remote)

Preferable Location: Denver   |   Full Time

CometChat harnesses the power of chat by helping thousands of businesses around the world create customized in-app messaging experiences. Our products allow developers to seamlessly add voice, video and text chat to their websites and mobile apps so that their users can communicate with each other, resulting in a unified customer experience, increased engagement and retention, and revenue growth. 

In 2019, CometChat went through the Techstars Boulder Accelerator and recently raised a round with  Range Ventures & Silicon Badia. With solid financials, strong organic growth and increasing interest in developer tool-focused companies (from the market and with top technical talent), we’re heading into an exciting period of growth and acceleration.  

A global business from the start, we have 55 team members across our Mumbai and Denver offices serving over 50,000 customers around the world. We’ve had an exciting journey so far, and we know this is just the beginning!

Position Overview & Priorities

CometChat is looking to bring on a Customer Success Manager to deliver an exceptional experience across the post-sale customer journey. Pairing a technical aptitude with a passion for building strong relationships, we’re looking for someone who will be a credible and trusted partner to customers around the world. In this role, you will:

  • Manage all post-sales activity for a portfolio of CometChat customers through strong relationship-building, product knowledge, planning and execution

  • Develop a deep understanding of the product in order to advise customers about the most relevant features/functionality for their specific business needs

  • Partner cross-functionally with product, engineering, sales and marketing to stay up to date on the latest product developments

  • Serve as a customer advocate and channel feedback to internal teams to drive product improvements and a better customer experience 

  • Take accountability for customer retention by establishing a proactive engagement strategy including aligning on goals, checking in regularly and conducting business reviews

  • Bring a data-driven mindset to your day-to-day activities, prioritizing the work that supports account health, customer satisfaction and churn goals

  • Partner to develop processes that will scale and adapt to our evolving business 

Prioritized Experiences and Capabilities

  • Several years work experience in a B2B SaaS environment in account management, sales or customer success

  • Ability to understand and communicate technical concepts and associated business value to customers

  • Ability to prioritize, plan and deliver autonomously 

  • A solutions-oriented mindset whether working with customers or partnering internally to address an issue or solve for an opportunity

  • Strong proactive communication skills and the ability to exercise sound judgement 

Core Values 

  • Go above and beyond for the customer: We are obsessed with ensuring every customer is taken care of, no matter how big or small they are. We truly believe their problems are our problems, and will stop at next to nothing to see them succeed.

  • Act with integrity: Be honest, be authentic and genuine, be open and do the right thing, no matter who’s watching. We know what we know, and what we don’t know, we’ll let ya know. And then we’ll do our darndest to figure out a solution.

  • Be relentless: Never stop innovating. Be relentless in trying new things, and improving our product. Challenge the status quo, embrace learning curves, and don’t be afraid to fail. Focus on the outcome and everything else will fall into place.

  • Be curious: Practice empathy. Anticipate customer needs, and solve them before they get there. If you don’t understand something, ask questions and learn.

  • Have fun: Laugh. Be positive and kind. Make people feel good. Life is too short to not spend time doing what you love with folks you enjoy being around. 

Total Rewards

  • Competitive base salary ($70,000-100,000) plus commission based on local market assessments; which may vary depending on experience and qualifications.

  • Medical, Dental, Vision Insurance (80% of the employee premium covered by CometChat)

  • Life Insurance 

  • Unlimited / Open Vacation Policy

  • We’ll continue to expand our offerings and invest in our team as we grow!

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