Time zones: EST (UTC -5) CST (UTC -6) MST (UTC -7) PST (UTC -8) AKST (UTC -9) HST (UTC -10) Customer Success Advisor
Do you also wish feedback was more meaningful at work?
Giving and receiving feedback can be daunting but we believe giving helpful feedback is a superpower that anyone can learn.
Our SAAS platform Small Improvements helps companies worldwide like DuoLingo Trivago and Zapier embrace a culture of feedback and growth that enables them to take action and make small improvements geared toward personal and career development.
We're a passionate and friendly team of 15 people mainly based in Berlin with some colleagues working remotely in the US. You can learn more on our
About Us page.
Who weβre looking for:
People who are passionate about building meaningful long-term relationships with our customers and go above and beyond to partner with customers caring deeply about their success with our tool. The ideal candidate has experience engaging with customers at all levels to develop trust and mutual understanding.
Applicants are highly adaptable and self-starters who look for ways to improve their work. They are comfortable with risk and uncertainty and are comfortable working with team members from different cultures and backgrounds in different time zones and countries.
Who we're not looking for:
People who focus on hard selling or are looking for a commission-based role. We're not a traditional sales organization. We believe in partnering and delivering long-term success to our customers not closing deals at all costs.
Candidates who would like a strict work process and are uncomfortable with uncertainty. We take risks and encourage all team members to improve our ways of working through learning and development and leveraging industry best practices.
In this role a typical day looks like:
- Provide a consultation call for pre-qualified companies to discover if they're the right fit.
- Onboard new customers to get set up with their accounts and roll it out to their team. Remain in close contact during this period and reach out proactively.
- Proactively reach out to customers you're an account owner to engage in renewal and upsell opportunities.
- Identify opportunities for customers to become Feedback Heroes (Customer Advocates)
- Use our tools like Vitally Hubspot Intercom and company Slack channels to communicate with your team and customers and track customer data.
Who you'll be working with:
- You'll work closely with our US Head of Customer Success Lindsay Sanders to develop accounts and grow business from our US market.
- Our team works remotely but we meet in person at least once per month in the Austin area and our last company trip was to Amsterdam.
- Our team in Berlin Germany works in cross-functional teams and you'll have the opportunity to join these projects to build your career profile in growth and retention working and connecting remotely.
Your experience
- At least 2β3 years experience in sales account management customer success or HR.
- Strong communication skills with the ability to build rapport with clients and team members.
- Demonstrated ability to work in a fast-paced environment prioritizing tasks and managing multiple projects simultaneously.
- A plus if you have B2B or HR Tech experience.
Salary and Perks
- We are offering between $60-70k in annual salary depending on experience and qualifications
- Medical vision and dental health coverage
- 21 days of paid vacation in the first year increasing with tenure and 10 public holidays
- A $500 budget to set up your home office
- An annual $1200 wellness budget
- An annual $3500 learning and development budget
- A hybrid working environment with monthly meetups in or around the Austin area
Why you'll love working at Small Improvements:
Here are a few things our CS Director Lindsay loves about working here (She joined the team in December 2019).
Autonomy and collaboration are highly valued at Small Improvements. We are not just a team but a close-knit community that values each other's input. I appreciate the freedom to take ownership of my work while collaborating closely with my colleagues. Whether working on individual projects or facing challenges together the spirit of collaboration is always present. For example based on feedback from the company we're working in squads to improve cross-functional collaboration to work toward our goals.
Continuous learning and growth are some of the best things about working at Small Improvements. Here we are encouraged to stretch ourselves take on new challenges and expand our skill set. Through workshops training sessions or simply learning from my peers there is always an opportunity to grow and develop professionally.
Feedback and innovation are part of our culture. We are constantly working to improve and giving/receiving feedback is something we practice often. For example we recently took the MasterClass for Radical Candor with Kim Scott as a company. I appreciate that I can openly share my ideas and perspectives knowing they'll be met thoughtfully. Being part of a team that values transparency communication and continuous improvement is incredibly rewarding.
Here are a few things your fellow Customer Success Advisor Alec loves about working here (He joined the team in July 2024).
This team lives by its values! Iβm appreciated for my individual talents and knowledge. Despite being surrounded by extremely intelligent people from whom I learn every day I feel that my feedback and input are just as valuable.
You will be free to advocate for organizational improvements and bounce ideas off your peers. Your ideas are extremely valuable to this team (even if those ideas are partially implemented turned down or are the basis for even better ideas from one of your knowledgeable and helpful teammates). Youβll fit in wonderfully if you bring a spirit of innovation.
You will be given ample opportunities to take on cross-collaborative projects that interest you are geared toward your individual growth or reflect your particular skill set. You can also say no to projects or extra tasks that would stretch your bandwidth too thin or arenβt of interest to you so that you can bring your full focus to the projects that will allow you to make the highest impact.
Every company says they prioritize work-life balance but this is the real deal.