Company Overview

PoliteMail Software was launched in 2006 to measure Microsoft Outlook & Exchange mail messages. Focusing in on enterprise employee communications in 2012, the company has seen rapid growth, making the Inc.5000 list in 2018 and 2019, having 27% of the largest US employers as customers. PoliteMail made the Deloitte Fast 500 list in 2019 and is Great Place to Work-Certified.

The company has an aggressive road map of new features, customer requests, and new product releases.

Location: New Hampshire, Maine and Massachusetts

Schedule: Monday - Friday 9:00AM - 6:00PM EST

Salary Range: $50,000.00 - $75,000.00 per year, depending on experience.

Job Summary

You are a people person, who knows your way around Microsoft Office, and are good at figuring out software features and functions. If you have a passion for building customer relationships, and thrive in an agile, fast-moving, ever-changing startup environment, plus have excellent interpersonal skills, a sense of humor, and are a devout team player, then read on!

PoliteMail Customer Success Managers become the face of the company for the customer after the initial sale, and they play a vital role in building the customer relationship for the long term. You will be an expert in all things PoliteMail, learn the customers’ objectives, and becomes trusted advisors in the user of our products. You will be responsible for customer onboarding, training, and product feature assistance across the customer base. You’ll advocate for the customer and work closely with our Technical Support, Account and Product Managers to drive customer satisfaction, loyalty, retention and renewals.

Responsibilities And Duties

Serve as the Customer’s primary point of contact post-sale, beginning at onboarding and throughout the entire customer lifecycle, to either provide or connect customers with the information and resources they need to achieve their objectives
Collaborate daily with the Implementation Team, Technical Support Engineers, Product and Account Managers to provide effective customer services and solutions
Engage, nurture and build key account contacts from day one, and be their advocate in order to sustain a solid customer relationship
Continuously improving the customer journey process, and help the customer define and achieve their objectives
Help secure annual renewals though customer education of value received
Monitor technical support escalations to ensure timely and effective resolutions
Develop and implement customer action plan(s) as necessary in collaboration with Account Managers
Proactively monitor account health and identify customers at risk for churn
Continuously self-educate about PoliteMail’s new features, enhancements and products
Other duties as assigned

Qualifications and Skills

5+ years of professional experience (3+ years in a SaaS environment preferred)
CRM experience
Prior experience in SaaS Customer Success, Customer Support
A proven track record of success building strong relationships with customers
Motivated self-starter with a passion for working with customers
Excellent verbal and written communication skills

Preferred Skills

Intermediate knowledge of Microsoft Office Suite (Specifically Outlook) and O365
Bachelor’s degree (or equivalent experience)
Passionate self-starter with the ability to work independently, prioritize work, and coordinate multiple tasks.
Ability to perform in a dynamic and fast-paced environment.
Embraces and thrives in a culture of transparency, accountability, trust, and teamwork.

Benefits and Perks

Health, Dental and Vision Insurance
Supplemental Short Term Disability Insurance
401k & Company Match
Generous PTO & Company Holidays
Quarterly Company events

Why Join Us?

Work Hard, Play Hard: Work with a tight-knit, energetic team where your ideas matter.

Growth Together: As we grow, so will your career. We’re committed to developing our team members and promoting them from within.

Competitive Perks: In addition to salary, we offer a variety of benefits and perks to ensure you’re well taken care of.

Make an Impact: As part of a small but mighty team, you’ll have the chance to make a real difference and see the impact of your work firsthand.

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Customer Success Manager