Customer Success Manager (Support & Retention) at Chargezoom

Chargezoom, a fast-growing SaaS fintech startup, specializes in delivering automated payment solutions. Our mission is to simplify internal financial processes and enable main-street businesses to save time, money, and achieve their goals through our intelligently designed software products and accounting software integrations. We are currently searching for a highly motivated and experienced Customer Success Manager to join our Retention Team.We strive to promote from within, so every team member that joins starts preparing for the next step from day one. This is 100% in-office role based in our Holladay, UT headquarters.What Success Looks LikeAbility to work in a very fast paced, ever changing environmentStrong communication skills, both written and verbal when dealing with customersWork from a place of empathy and patience, both internally and externallyMust be coachable, willing to learn, and growStrong collaboration and cooperation skillsConfident and comfortable to share ideas and perspectives up stream



Requirements

+2 years of customer-facing experience, preferably at a SaaS company

Track record for building and nurturing relationships with multiple stakeholders and customers

Thoughtful verbal and written communication through a variety of channels

Passion for supporting customers and helping them achieve their goals

Experience working in FreshDesk and/or FreshChat or other Help Desk tool is required

Responsibilities

Provide product support for customers after their first 90 days

Engage with users who are experiencing issues to help resolve

Educate clients on the Chargezoom platform features using GAAP best practices

Provide clients with platform demos for specific features that may solve a pain point

Ensure customers set their automations up in the most efficient way possible

Identify gaps in the experience that causes confusion or possible churn

Work proactively with customers who have decreased usage on the platform

Collaborate with Product and Engineering team on escalations

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