Required Skills & Experience: Central role in the organization with huge potential to expand role and responsibilities Acts as a first line of response to Control customers worldwide Provides a consistent, helpful and engaging tone that reflects the Control brand Handles billing issues and billing related custom queries Minimum of 1+ years of SAAS account management or customer success experience – or equivalent industry experience Will help define Control’s Operational procedures and workflows and CS on boarding process Will be involved with providing input to our customer relationship management tool development Proven success in growing existing accounts and relationships Technical competence and understanding of SaaS software and APIs Excellent written, communication, presentation skills Both a passion for and experience with SaaS and billing Proactively remains engaged on new product releases coming out Assists with Help and FAQ content Willing to think creatively to help customers, thinking sometimes outside of the box, and outside of typical 9-5 hours

Responsibilities

Drive Customer Success Outcomes Increase renewal rates and reduce churn Expand our revenue in accounts through cross-sell and up-sell Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores Drive new business growth through greater advocacy and reference-ability Define and Optimize Customer Lifecycle Map customer journey Develop listening points in journey (e.g., usage, satisfaction, etc.) Standardize interventions for each point in journey Define segmentation of customer base and varying strategies Identify opportunities for continuous improvement Learn from best practices in industry Manage Customer Success Activities Onboarding Training Customer Support Customer Success Management Renewals Cross-sell / Up-sell

Salary and compensation

$20,000 — $24,000/year

Equity

0.25 – 0.5