Customer Success/Support in B2B SaaS (offline) $1000-2000

About Retently:

Retently is a Customer Experience Management platform for SaaS, E-commerce & Financial Services companies.

Our product helps to collect, understand, track, integrate and automate customer feedback.


About the Team:

We are a small, completely distributed team working out of Ukraine, and Moldova.

Responsibilities:

- Tracking customer health score and engaging inactive clients
- Tracking onboarding and trial conversion
- Track customer interaction within CRM
- Product engagement tracking - Mouseflow, product analytics (Heap)

- Support customers in Intercom, email (2-4 requests per day)
- Run setup & onboarding calls with customers & trials (2-4 per week)
- Record and send screencasts to customers & trials
- Quarterly meetings with key customers
- Help customers achieve success and get the most out of Retently
- Identify growth opportunities within accounts while ensuring high renewal rates

- Collecting & Processing customer feedback & reviews. Work with the product team.
- Publish customer reviews on the website and Capterra/G2
- Collect and transfer bugs & issues reported by clients to our dev team


Required Skills:

- Excellent English is a must
- Excellent written and verbal communication skills
- Strong analytical skills,­ familiar with SaaS
- Proven work experience
- Proficiency with CRM systems and tools listed above
- Understanding what an integration is, how does Zapier work and troubleshooting basic reported technical issues.
-1+ years experience in a similar Customer Success role


Tools we use:
- Retently
- Trello
- Pipedrive
- Google Hangouts
- Notion
- Google Apps
- Smartlook
- Posthog Analytics
- Slack

About Retently

Retently is a Customer Experience Management platform for SaaS, E-commerce & Financial Services companies.

Our product helps to collect, understand, track, integrate and automate customer feedback.

Company website:
https://www.retently.com

DOU company page:
https://jobs.dou.ua/companies/retently/