Own post-sale relationships for B2B SaaS customers, serving as the primary contact and product expert. Lead onboarding and deployment kickoffs, monitor success metrics, analyze customer data, drive chat and conversion goals, support product adoption, provide strategic recommendations, collect feedback, and identify expansion opportunities.
This is a remote position.
**About Insent**
Insent is a B2B Conversational Marketing platform on a mission to enable marketers to engage with buyers in real-time, at the time of consideration. We are a US company founded by 2 seasoned entrepreneurs with deep expertise in the B2B MarTech space.
We are a Techstars’19 company, funded by Techstars and some really experienced/successful entrepreneurs. Our team is constantly growing, and we are looking to hire for several roles in the upcoming time.
We are an equal opportunity company and value diversity at our company. We would love to have you on our team and do not discriminate based on race, gender, sexual orientation, nationality, color etc.
**ABOUT THIS ROLE**
At Insent, customer experience is at the core of everything we do. Our top priority is to make sure that our customers are successful and to ensure that their experience in using Insent for their Sales/Marketing/Customer Success is delightful, high-quality, speedy, personable, and conversational.
As a Customer Success Specialist, you are responsible for the success of our customers. This is a demanding role that requires a unique skillset. As the voice of Insent, you will act both as an advocate for our product, and as a champion for our users. Your job is to ensure that you know a customer’s problems even before they land at it. As the face of the company, you will not only act as a subject matter expert, but also as a thought leader in guiding our customers to reach their chat and conversion goals.
**RESPONSIBILITIES**
Serve as the main point of contact for a customer and play a consultative role in helping customers reach their Chat goals.
Enable smooth post-sale transition by serving as the Product Expert
Drive kickoff on deployment process and methodology with customers
Identify and monitor success metrics with every customer
Regularly analyse customer data to improve customer experience and help customers achieve their chat/conversion goals
Serve as the bridge between customers and the company to help customers get the best out of the product and help the company establish customer priorities and feedback
Proactively provide thought leadership and ideas/recommendations in support of customer initiatives and goals when it comes to Chat
Responsible for identifying opportunities with existing customers to grow relationship
Serve as the bridge between customers and the company to provide timely inputs and usage feedback on product feature adoption by Customers.
Requirements
**REQUIREMENTS**
4+ years in a customer facing, account management or similar customer success role for a SaaS solution.
Demonstrated story telling ability using data visualization tools such as Tableau.
Ability to deeply understand customers, their use cases, and drive business value.
Strong Analytical and problem-solving skills.
Outstanding interpersonal and relationship building skills conducive to team collaboration and success.
Well spoken, articulate and capable with business and technical writing & presentations.
Passion for great customer experience, both what you do and what you influence.
Understanding of the marketing technology stack within B2B mid-market and SMB space.
**Note: This role will be from 8PM - 4AM.**
Benefits
**Perks of working for Insent**
Learn faster than 99% of the world - you will be able to articulate what you learned each week because you would learn a shit ton of things. If you are not learning, either you or we are doing something wrong. Here is how our CEO thinks about Learning in Startups - @Founders, Your Startup should be a ‘Knowledge Economy’. We believe this is the biggest perk and we want our team to think so as well.
Competitive salary - we will not pay you a ‘market’ salary. Please don’t apply if you are looking to get your usual 10-15% hikes. Having said that, we will pay you a competitive and fair salary that will keep you and your family happy.
Stock options - we have an employee stock option pool that we want to give to all of our early team members. We want this to be your company. Between the stock options and salary, we may even beat your current package though that is not always a promise.
Unlimited vacation, Work anytime from anywhere - We don’t care where you are, when you work, or when you take a vacation. As long as you are getting shit done. If you want to go backpacking, feel free! Just as long as you can log in for our sync ups, update our online collaboration tools and be available when needed. If you won’t be available, make sure you let us know.
Leadership opportunities - If you want to grow fast, hire your own team - be our guest. We will enable you to build an entire army of team members who can work with you. You will have to start at ground zero, but you can build at a rate that will only be limited by your ability to push the company growth.
Excited about this role? If you think you have what it takes to thrive in this role, we would love to hear from you.
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Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
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