Customer Success Manager with a Writing Background (Fully Remote, USA)

last updated May 11, 2022 23:50 UTC

HQ: London, London

OFF: EST (UTC -5)
Full-Time
Customer Support

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Time zones: EST (UTC -5)

We’re passionate about the English language; and we design software that helps writers and editors produce their very best work. Our product, PerfectIt, is the leading proofreading software for independent editors, proposal managers, medical writers, and publications teams.

We’re a growing, profitable company that works 100% remote. Our team is split across the UK and US.This is a US-based position that requires Eastern hours.

About the Role

You’ll have responsibility for running customer training sessions, improving customer experiences, assisting with adoption and configuration, and ensuring smooth renewals. As the company’s ear to what’s truly happening with customers, you’ll listen for, and keep track of, product development ideas.

With thousands of clients (and no form of in-app tracking possible), you’ll have to prioritize your time. You’ll identify key potential growth opportunities, and work to turn regular users into product evangelists. You’ll work closely with clinical research organizations, government agencies, engineering consultancies and law firms to build relationships and help them improve how they prepare their most important documents.

The role requires a deep understanding of writing and editing documents. We’re looking for someone who has opinions on apostrophes and a stance on the Oxford Comma. If you’ve worked with a house style or style guide, you’ll understand the concerns of our customers deeply!

Your responsibilities will include:

Run adoption and configuration training sessions
Identify growth opportunities
Listen and advocate for product development requests
Help customers adapt PerfectIt to check their house style

We’re a small company and you need to be prepared to jump in where needed. That includes covering technical support and basic admin when other team members are away.

You will report directly to the CEO, so you must be self-motivating and able to get things done independently.

Requirements

You’re outgoing, patient, and love talking tech with customers. You’re independent and reliable. You’re a great listener, curious about everything, and love asking questions and solving user problems.

You have:

A university degree
Two years of experience in customer success, ideally in tech
A professional background in writing or editing (e.g. bid/grant writing, regulatory writing, technical editing, or other roles)
Experience running training sessions
Demonstrable interest, and experience in, supporting customers in technology
A flexible and proactive approach to work

You are:

Based in the US (working Eastern hours)
In a fixed location (we work from home or co-working spaces, not while traveling)
Able to work from home on a PC with Windows, with an appropriate set-up for professional video calls

Experience in giving product demos would be a plus; as would knowledge of editorial style guides.

Remote Working

We were 100% remote before it was cool! Intelligent Editing has no offices, so you will be working entirely from home.

Flexible Working

Our biggest market is North America. You need to be available in the morning for meetings with our UK team. Outside of this requirement, your hours are flexible. If you produce great work, we don’t care when you do it.

An Accepting and Diverse Workplace

Intelligent Editing is committed to being an equal opportunity employer. We aim to create a workplace that celebrates diversity. We do not tolerate discrimination. Our users are keepers of the written word, and we stand with those working to shine a light on all forms of exclusion and inequality. #BlackLivesMatter.

Summary of Highlights:

Be part of small, profitable startup (employee #20)
Use your background in writing or editing to make a real difference
100% remote (we believe in trust and autonomy).
40-hour working week
Medical Insurance (100% covered)
Five Weeks PTO
Salary: $70,000 to $80,000 per year

Application deadline: 11 April 2022

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