🪄 Skills: Communication SkillsAnalytical SkillsCollaboration
Requirements:
Customer Success Experience: Proven experience supporting SMB and mid-market customers in a B2B SaaS environment, and passion about empowering customers through knowledge-sharing.
Familiarity with Success Tools: Proficient in CRMs and helpdesk tools (HubSpot, Intercom, Metabase, Gong, Zoom, Calendly).
Effective Communicator: Strong written and live communication skills that showcase empathy, understanding, as well as deliver customer value.
Located in EMEA: Must be based in Europe, the Middle East, or Africa to support clients in those timezones.
Comfortable working autonomously, with strong async communication skills using tools like Slack, Loom, and Linear.
Responsibilities:
Become a Float Product Expert: Gain deep knowledge of Float's features, functionality, and best practices.
Understand Customer Needs: Learn about customer workflows and resource management challenges to provide relevant support.
Provide Video Call Support: Support customers directly via video calls, enhancing their experience with personalized assistance.
Resolve Customer Issues: Manage conversations from initial contact to resolution across email, chat, and video.
Collaborate with Customer Success Managers: Share insights from customer interactions with the CSM team to drive customer success and inform product improvement.
Own Client Relationships: Build and nurture meaningful connections with clients to support their long-term success.
Create Customer Success Content: Develop resources like training materials and rollout timelines to empower customers in using Float.
Onboard Qualified SMBs: Lead the onboarding process for SMB customers, ensuring a smooth introduction to Float and its capabilities.