Customer Success Manager

Customer Success ManagerAbout Scale to Win:

Scale to Win is a fully remote progressive, political tech company founded in 2020 by organizing leaders from the Biden/Harris, Bernie 2020, Warren 2020, Bernie 2016, and Hillary for America Presidential campaigns. Scale to Win currently offers a custom Spoke P2P texting platform as well as a predictive dialer tool, the Scale to Win Dialer. We’re also very excited to launch our new, next-generation texting platform this year. 

We work with more than 1000 Democratic and progressive campaigns and organizations working to make change. Current and past clients include the Democratic National Committee, the Ayanna Pressley campaign, the AOC campaign, Jon Ossoff for Senate, Mark Kelly for Senate, John Fetterman for Senate, and the Working Families Party.

We’re seeking a highly motivated and organized individual with a passion for voter contact tools, a strong bias towards action, and commitment to follow-through. The ideal candidate would be detail-oriented, tech-savvy, knowledgeable of peer-to-peer and dialer platforms, and have experience either in customer service or managing and supporting volunteers. 

About the Role:

• Utilize and manage email ticketing software to answer questions from Scale to Win clients.
• Iterate and build upon our client response channels to ensure that Scale to Win responds to all customer success inquiries as quickly as possible, ideally within 15 minutes. 
• Develop emails and pre-written replies to promote high standards of quality in all of our client communications.
• Train new clients and support existing clients as needed over Zoom.
• Become proficient in answering in-depth tech related questions through an expansive knowledge of our tools.
• Improve upon current training materials, plus work to identify any training gaps and design new materials to fill those gaps. 
• Relay any newly identified bugs to our development team, and work with our clients to troubleshoot any technical barriers they may encounter.
• Regularly check in with assigned clients to assess unmet needs and work to meet those needs.

About You:

• Knowledge and experience with texting and dialing tools. 
• Understanding of the problems that organizing tools are designed to solve. The ideal candidate would have 1-2 cycles of experience as an organizer and have worked successfully with organizing tools in the field.
• Familiarity with Slack, Google Drive, some form of email ticketing software, and CRM software. 
• Strong problem solving and critical thinking skills.
• High bias towards keeping your commitments, always ensuring follow-through. 
• Flexibility; position may evolve, and your responsibilities may shift over time.
• Comfort working in fast-paced environments and ability to navigate complex and nuanced situations.
• Strong commitment to progressive values and desire to help the left win.

Note: Meeting every single one of these qualifications is not a requirement. Candidates are considered based on a holistic view of their skills, experience, and potential contributions to our team.

The Offer:

• $80,000 yearly salary. As part of our commitment to equity, salaries are non-negotiable: everyone in the same role receives the same salary.
• Remote working with flexible working conditions so that you can balance family or other commitments. 
• Ten company holidays, two floating holidays, and a weeklong holiday break at the end of the year.
• Generous paid vacation (up to 24 days a year with time accrued monthly); paid sick leave; paid short-term medical, caregiver, bereavement, and other personal leave.
• 16 weeks of paid parental leave and an additional 4 weeks of part-time, fully-paid flex time. This is available to all new parents of any gender, including adoptive parents.
• Fully-paid premium, $0 deductible, top-notch medical/dental/vision insurance for you and your dependents.
• Home office stipend to support your remote working setup.
• Note, this position is a cycle hire with the option for renewal, ending on December 31st 2024.

How to Apply:

To apply for this position, please visit https://scaletowin.com/careers and fill out the application. Be sure to select, “Customer Success Manager” from the position dropdown.

The position will be open until filled and applications will be reviewed on a rolling basis.

In keeping with our beliefs and goals, no applicant will face discrimination or harassment based on race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on “protected categories,” Scale to Win also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold. Whether blatant or hidden, barriers to success have no place at Scale to Win.