Customer Success Engagement Manager

Chariot•,

3d•$65,000 - $90,000•Remote

About The Position

Chariot is a SaaS company building a modern operating system for the moving industry, starting with moving company management software. Our MVP launched in Spring 2022, and we've rapidly expanded across the US, with our founders and engineers based in NYC. Moving is a universal, stressful, and expensive experience that’s ripe for disruption. ~35M Americans (~10% of the country) move every year, with businesses, non-profits, government agencies, and military families also requiring moving services. This creates a massive moving economy, with a ~$30B industry of moving companies at the center. Running a moving company is complicated, high-stress work. Most moving companies still rely on a disjointed mix of generic online tools and paperwork for sales, field service management, and back-office operations. We believe the lack of modern tools for movers is the critical challenge hindering major innovation in the moving experience. Chariot addresses this problem with a simple, modern software platform that boosts sales conversions, reduces work to schedule and dispatch moves, simplifies move day, improves customer service, and streamlines payment collection. We're pursuing ambitious new product directions to expand our market size and impact for moving companies and customers. Our founding team brings experience from Google, Flatiron Health, Cedar, Bain & Company, Bridgewater, Teachable, KeyMe, and ASAPP. We're backed by VC firms and co-founders of successful vertical SaaS companies, and advised by moving company owners nationwide.

Requirements

2-4 years in customer success, customer support, or account management role within a SaaS or technology company, ideally with ownership over renewals, retention, or expansion OR Experience working in the moving industry, ideally in a management, or operations-focused role, with a comfort working in software platforms OR 2+ years in an operations, account management, or client success role involving data-driven decision-making, proactive client communication, and ownership over a portfolio or set of outcomes
Are driven about learning, growing your skillset, and advancing your career. You embrace the opportunities of working at a startup and find ways to make an impact without being asked.
Are comfortable working with data – you’ll be able to look at a health score, spot what is declining, and what to do about it. You can think critically about how to improve data and systems to make yourself more effective.
Are a confident, proactive communicator. You don’t wait for customers to reach out, you reach out first. You’re not afraid to pick up the phone, text, and stay persistent to reach a customer.
Are highly organized and detail-oriented, with strong follow-through managing a full book of accounts without anything important falling through the cracks.
Comfortable working with small business owners and employees in a “blue-collar” industry.
Are flexible and low-ego – this is a small team, so you’re willing to help with support tickets, billing questions, or other tasks when needed, even if it’s not your main focus.
Are excited to deeply learn a complex product and become an expert in how moving companies operate.

Nice To Haves

Experience at an early stage startup (Seed, Series A)
Experience with B2B SaaS products
Experience supporting SMB customers (in the moving industry or another “blue-collar” industry)
Familiarity with help desk systems (Zendesk, Intercom, etc.)
Experience with HubSpot

Responsibilities

Review customer health metrics daily and identify customers that are declining, stalled, or at risk
Proactively reach out to at-risk customers to drive adoption and get them back on track
Own a book of accounts and run regular check-ins to keep customers engage and using the product
Run quarterly business reviews with “VIP” customers that reinforce value, and surface expansion opportunities (upsells, quarterly → annual conversions)
Identify customers who have stalled in onboarding and re-engage them to complete setup
Track and report on engagement trends across customer base
Maximize business value of healthy customers by driving referrals and upsells
Support the help desk on an as-needed basis, including a 1-week-per-month on-call rotation for after-hours/weekend coverage.
Respond to customer questions via help desk with fast SLAs
Triage product questions and escalate appropriately while maintaining customer ownership
Identify recurring issues and contribute to improved documentation and internal processes
Help with billing and payment-related questions
Occasionally run onboarding and training calls, support onboarding follow-ups and setup tasks