Customer Success Implementation Manager (Remote)

Who We Are

Our mission… Fuel customer growth through meaningful user to user engagement.

CometChat builds advanced digital communications infrastructure to help 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 was selected into the exclusive Techstars Boulder Accelerator. CometChat (Industry CPaaS: communication-platform-as-a-service) has also been listed among the top 10 best SaaS companies by G2 Crowd. 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. CometChat is backed by seasoned investors such as iSeed Ventures, Range Ventures, Silicon Badia, eonCapital and Matchstick Ventures.

A global business from the start, we have 80+ team members across our Denver and Mumbai 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!

CometChat’s Products

CometChat offers a robust suite of cloud hosted text, voice and video options that meet businesses where they are–whether they need drag and drop plugins that can be ready within 30 minutes or if they want more advanced features and can invest development resources to launch the experience that will best serve their users.

● Quickly build a reliable & full featured chat experience into any mobile or web app

● Fully customizable SDKs and API designed to help companies ship faster

At every step, CometChat helps customers solve complex infrastructure, performance and security challenges, regardless of the platform. But there is so much more! With over 20 ready to use extensions, customers can build an experience and get the data, analysis and insights they need to drive their business forward.

CometChat’s solutions are perfect for every kind of chat including:

● Social community – Allowing people in online communities to interact without moving the conversation to another platform

● Marketplace – Enabling communications between buyers and sellers

● Events – Bringing thousands of users together to interact without diminishing the quality of the experience

● Telemedicine – Making connections between patients and providers more accessible

● Dating – Keeping people engaged while they connect with one another

● And more!

CometChat is committed to fostering a culture of innovation & collaboration. Our people are our strength so we respect and nurture their individual talent and potential. Join us if you are looking to be a part of a high growth team!

About the Position:

CometChat is hiring a Customer Success Manager with 3+ years of experience to deliver an exceptional experience across the post-sale customer journey to assist our SMB and Mid-Market customers. Pairing a technical aptitude with a passion for creating strong relationships, we’re looking for someone who will be a credible and a trusted partner to customers around the world. This role will provide you with autonomy to learn, master, and grow. We’re a small, nimble and hungry team but most importantly, we’re human beings that respect each other as such.

If you’re seeking a position where you will be consistently told what to do, this is not the right position for you because we seek someone yearning to own something. We need a leader and a detail-oriented organizer who is passionate about both the project and meeting the needs of the team and the client. The person in this role will connect and communicate and serve as a customer advocate, always looking for ways to help. If you’re looking to grow within a high-growth company that provides you with the flexibility, ownership and autonomy to try new things and freedom to be proactive in your approach with the customer in mind and knowing what their goals are and what they hope to achieve with CometChat’s products, please keep reading.

This role will work very closely with our Sales, Support and Engineering team to ensure full product adoption and happiness that resonates with our customers. We're seeking a passionate Customer Success Implementation Manager with extensive, high-touch client management skills to help customers navigate and implement our highly-technical solution. This role will also focus on helping customers to continue to see success and yield ROI (post-sale) via strategic expansion ideas as per their business use-case, pulse and usage check-ins, product updates, etc. Intermediate technical knowledge will be required for this position.

In this role, you will:

• Take responsibility for the customer journey and manage all onboarding activities for a portfolio of CometChat prospects through strong relationship-creation, product knowledge, planning, execution and follow-through with the Sales and Engineering team
• Manage all post-sales activities within your book of business to ensure consistent client engagement by providing timely product updates, proactive account health updates, etc.
• Partner cross-functionally with product, engineering, sales, support and marketing to stay up to date on the latest product developments, releases, fixes, etc.
• Bridge the communication gap between our Engineering team and end-customer that translates highly-technical responses to clear, concise and effective messaging structures

• Work with our customers to fully understand their requirements and guide them through the implementation providing specific input on best practices
• Create detailed work plans which identify and sequence the activities needed to successfully complete implementations
• Develop a schedule for implementation completion; review the implementation schedule with leadership and all other team members who will be affected by the implementation activities; revise the schedule as required

• Anticipate and mitigate project risks and issues, confidently address all challenges, and escalate to appropriate parties when necessary
• 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 and expansion by establishing a proactive engagement strategy including aligning on goals, spotting early attrition, 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
• Identify and assist in developing processes that will scale and adapt to our evolving business which means creating processes around all that you do
• Other Duties as assigned

Must Have:

• 3+ years work experience in a B2B startup environment in Customer Success, preferably in a SaaS organization
• Exceptional ability to understand and communicate technical concepts and associated business value to customers.
• Capable of explaining complex situations clearly and a creative problem solver
• Ability to prioritize, plan and deliver autonomously
• Ability to work effectively, independently and remotely
• Ability to stay proactive and not reactive when it comes to your book of business
• Ability to communicate effectively with a global team where English is not the primary language
• A solutions and team-oriented mindset whether working with customers or partnering internally to address an issue or solve for an opportunity
• Experience using the following applications: HubSpot, Zendesk, Slack, Zoom & Google Suite
• Excited by the startup environment – you want to contribute to fine-tuning the structure and process to scale the customer success team
• Passion for increasing customer happiness and deepening customer relationships
• Resonate with our core values and the macro-effect chat has on an increasingly digital world

Nice to Have:

• Experience using Chargebee
• Previous working experience in a communications platform (CPaaS)
• Helped build out team functions, frameworks and workflows to scale

Bachelor’s Degree in computer science or related field

3+ years related experience

Demonstrable track record of exceptional performance

Occasional travel for events

Expect quarterly travel to Denver

Compensation:

Base pay $70-100K dependent on experience

Benefits:

Equity Plan

Medical, Dental, Vision:  80% Employer paid for you AND your dependents

Employer paid Life Insurance

Unlimited Time Off Policy

401k

And more…

Working @ CometChat

Our Values: Go Above and Beyond | Be Relentless | Be Genuine | Have Fun

CometChat is committed to fostering a culture of innovation & collaboration. Our people are our strength so we respect and nurture their individual talent and potential.

As a scaling business with strong financial backing, we’re excited about the opportunity in front of us. The digital communications market is rapidly expanding and our business is scaling along with it.

CometChat is an equal opportunity employer that values workplace diversity. We strive to create an inclusive workplace that embraces diverse backgrounds, life experiences, and perspectives. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability and genetic information (including family medical history or any other characteristic protected by law).

Job Functions Disclaimer:

The above job description reflects the general nature of work and functions of the job. It is not designed to contain or be interpreted as a comprehensive summary. Job duties are subject to change based on departmental need and changing business needs and conditions.