Customer Success Manager

Customer Success Manager

Remote, based in the USA on EST/CST Time Zone

TROOP is a group meeting planning and travel management platform that helps companies bring teams together for in-person meetings. The experience starts with TROOP's award-winning Intelligent Destination Recommendations, which use advanced algorithms to help meeting planners pinpoint the perfect meeting destination, considering travel time, climate impact, budget, lodging availability and safety factors for all attendees.

Using TROOP, companies have saved millions in travel costs, employee time, and carbon emissions, making it possible for people to meet and build stronger relationships with their colleagues, clients, and partners, even in times of tightening budgets and travel restrictions.

Why TROOP?

TROOP believes in the power of shared experiences and the unifying impact of in-person meetings. We are on a mission to bring people together by transforming the meeting planning process.

At TROOP, we have ambitious goals to be the leading provider of end-to-end meeting planning tools. We started by inventing a completely new way for people to decide where to meet, but for us, the destination is just the beginning. We're developing more innovative solutions that make it easier than ever to organize and host successful group meeting experiences.

TROOP's Culture?

TROOP is an international, remote-first company. Our colleagues are spread across the globe, with entities in Spain, South Africa, the UK, and the United States. Our culture is rooted in an African philosophy called "Ubuntu," which means "I am because we are." It refers to an environment of interdependence through trust. We call ourselves TROOPers, and we are people who seek adventure, challenge the status quo, enjoy innovating, and want to be part of something special. We are doers who roll up our sleeves and get into the details; we own the problem and only stop once it is solved.

As a Customer Success Manager, your core responsibility will be to ensure our customers are satisfied and to drive growth and profitability within our existing accounts. Maintaining customer satisfaction is crucial to our overall success as a company. As such, this role will be critical in providing exceptional support to our customers and ensuring their ongoing satisfaction.

What you'll be doing:

• Manage and cultivate relationships with key customer accounts for TROOP.
• Build trusted advisor relationships with customer stakeholders to ensure maximum solution utilization.
• Develop customer onboarding, adoption, upselling, and retention strategies to drive ARR growth.
• Analyze customer usage data to identify potential opportunities for increased product adoption, and design and implement strategies to realize these opportunities.
• Collaborate with the sales team to identify upsell opportunities and grow ARR within the existing customer base.
• Partner with the product team to relay customer feedback and influence the product roadmap to drive adoption.
• Foster a customer-centric culture within the organization and advocate for the needs and goals of the customer at all times.
• Conduct regular business reviews with customers to track progress toward their success metrics and adjust strategies as necessary while providing feedback to the marketing team on campaigns and materials based on customer interaction and feedback.
• Monitor and proactively address customer health signals to reduce churn and increase customer satisfaction.
• Create and deliver comprehensive reports to the executive team, highlighting customer success stories, challenges, and strategies for improving customer satisfaction and product adoption.

Requirements

• 2-3 years of relevant work experience within customer success.
• Experience working within the SaaS industry, with a strong understanding of SaaS business models, metrics, and best practices.
• Demonstrated success in retaining and expanding customer relationships, achieving upsell and renewal targets, and driving revenue growth.
• Experience in analyzing customer data and developing and executing strategies to increase product adoption and usage.
• Strong communication and interpersonal skills, with the ability to build rapport with customers, understand their needs, and present solutions in a clear and compelling way.
• Proven ability to collaborate effectively with cross-functional teams, including sales, product, and marketing, to advocate for customer needs and drive customer-centric initiatives.
• Experience with software tools such as HubSpot, Notion, Slack, AppCues, and Google Workspace.
• Experience working within a fast-paced start-up environment, with a demonstrated ability to adapt to changing priorities, work independently, and thrive in a dynamic and rapidly-evolving organization.

Benefits

• Work from Anywhere: Break free from the traditional office constraints! With TROOP's work-from-anywhere policy, you can choose your workspace within your time zone.
• Join the Pioneering Team: As part of the initial team at TROOP, you'll be at the forefront of an extraordinary adventure. Picture yourself shaping the future of a fast-growing technology company, where your ideas and contributions truly make a difference.
• Discover an Incredible, Supportive Team and Diverse Culture: Prepare to be amazed by the exceptional individuals who form TROOP's team. Collaborate with brilliant, multicultural minds, where diverse backgrounds unite for unparalleled collaborationSee here: https://youtu.be/14zv5h3Fakg
• Supported by Top Investors: TROOP's remarkable journey is backed by prestigious investors who recognize its immense potential. Join forces with a company that has garnered the trust and support of the best in the industry.
• Possibility to become a shareholder: The ultimate advantage at TROOP. By owning shares, you actively shape the company's future, share in its success, witness astounding growth, and enjoy a long-term investment that aligns your personal triumphs with TROOP's achievements.
• Access to TalkLife: We offer access to "Talk Life" as a 100% free, anonymous platform where employees connect with others at any time for peer-to-peer support, offering and receiving advice, empathy, and encouragement regarding any situation on their mind. It is a complement to professional help and is available 24/7.
• Mental Health Budget: Yearly budget assistance for mental health support for all our employees.
• Unforgettable Adventures: At our company, we cherish the bonds we create and the time we spend together. So, as a special treat, we believe in celebrating our team's hard work and dedication. Each year, we embark on an incredible one-year trip to a surprise location, courtesy of TROOP. You'll have the opportunity to explore new cultures, create lasting memories, and bond with your colleagues in a unique and exciting way.

TROOP hires globally, and we are 100% remote. We are looking for someone based in the US on EST/CST (or similar) to enable interaction with TROOPers based in the US, UK, EU and South Africa.