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Customer Success Manager

Marketing | Austin, TX | Full Time

Job Description

We are looking for a creative, tenacious, customer-driven individual to lead our Customer Success efforts and improve customer outcomes for users of our subscription billing software. Specifically, in this role, we’re looking for someone who can achieve the following goals:

OBJECTIVE # 1: Delight customers with responsive and helpful advice

  • Potential Obstacles: Understanding how best to do so.

  • To achieve the objective, you’re able to:  Respond to customer issues quickly. Develop reusable content/helpful assets to accelerate resolutions. Use leadership skills to escalate and resolve deeper issues that require internal collaboration for customers.  

  • Results:  High CSAT and NPS, or similar.

OBJECTIVE # 2: Improve trial customer activation rates

  • Potential Obstacles: Lack of information on why customers aren’t activating.

  • To achieve the objective, you’re able to: Gain understanding of our product and users. Establish customer success processes to gather and analyze relevant data. Be the primary contact and resource for customers as they onboard and use the product. Create useful content to guide customers through onboarding and product activation.

  • Results: Increase trial activation by 50 percent.

OBJECTIVE # 3: Advocate for the customer across the organization

  • Potential Obstacles: Finding the best medium to communicate with the Product and Marketing teams and prioritizing customer feedback.

  • To achieve the objective, you’re able to: Create process to share relevant customer findings with Product, and Marketing teams.

  • Results: Software and marketing that is more relevant and engaging to our users and prospects, increasing the conversion rate from lead -> trial user -> paid user -> power user.

OBJECTIVE # 4: Hire and lead others to be passionate about our customers

  • Potential Obstacles: Hiring, training and leading (not easy!)

  • To achieve the objective, you’re able to: After a few months in the nitty gritty, you’ve established standard operating procedures that will enable you to start to recruit new team members.  You create training materials to bring new team members up to speed. You lead them to grow both personally and professionally. You build a quality team consistent with our culture and enhances the performance and prowess of our brand.

  • Results: Being able to take worry-free vacations because you have a team you admire and trust.

Hiring Process

  • Initial 30 minute culture interview, advances to:

  • “Stop. Start. Continue” project: You’ll sign up for Rebilly and complete the Getting Started Guide we currently have published on our website to know and understand the process our current customers follow to activate their Rebilly account. After completing that process, spend no more than an hour writing a response to these three prompts: What in our current onboarding process should we 1) Stop, 2) Start, and 3) Continue? We’re looking to see the logic in your recommendations.  This will advance to:

  • Extended interview (1-1.5 hrs) to review project, how this role would impact Rebilly, and what it’s like to work at Rebilly.

Working at Rebilly

Rebilly offers a competitive salary, training and development, birthday lunches, and provides the computer of your choosing. You are welcome to work out of our Montreal office, remotely out of Austin (occasionally meeting with our team here for lunch or happy hour, otherwise set up as a 100% remote/work from home environment), or anywhere on the globe that you choose as a fully remote employee. Further perks and benefits are dependent on your work location of choice.

Rebilly is a Teal Organization, meaning our organizational structure may differ than what you’re used to, but we think you’ll be pleasantly surprised. In a very tiny nutshell, this means that as an organization we value self-management, self-organization, as well as the wholeness of the individuals that make up our team (meaning you should be yourself at work, and do work that inspires you.) You can read more about it here.

About Rebilly

Rebilly is subscription billing software created to maximize customer lifetime value. We make it easy for even the most complex businesses to get the most profit possible from every single customer. Rebilly’s comprehensive feature set is built to help our merchants get more of their customers from the order form to the thank you page, and more renewals paid.

*We are an equal opportunity employer and thank you for your interest. Only candidates selected for an interview will be contacted.