Customer Success Manager

Overview

We are Adaptify SEO, a fast-growing B2B SaaS startup, allowing agencies and SME businesses fully automate their SEO. Our solution is 10x less effort than any other tool out there. We’re very early stage and are growing rapidly. We have many excited customers and many new customers who are keen to try our solution. So we’re looking for someone to support and accelerate our growth.

Adaptify was founded by Dom and Hans, who brought their vision to life with a deep understanding of AI's transformative potential in marketing. We launched less than one year ago and since then it has been an exciting journey to where we are now, we work closely with our customers to develop our SEO solution. Our customers love our software and the support they receive from us. You can find some case studies on our website.

Adaptify is a 100% remote-first company. The position is fully remote and offers full flexibility in how you would like to work. All of our meetings including customer meetings will be over the phone and on Zoom.

Why you

This is a unique opportunity as we are a software startup company that is at an early stage. We are profitable and growing rapidly. You will be able to be part of a growth story at an incredibly exciting time. Additionally, you will have full ownership over your responsibilities and join at a very exciting time.

Responsibilities

As a young company, we sometimes have to wear more than one hat, if you like to get out of your comfort zone and learn new things then this role might be perfect for you. You are technically minded and are eager to learn the nuts and bolts of how SEO works. In this role, you will not be required to do any coding. But you should be able to explain complex functionality to a customer who might not have the same technical know-how. You will work mainly with US-based SMEs who are keen to get their website ranking on Google and marketing agencies who will sell this service to their customers.

Your day-to-day will encompass:

1. Product presentation and explanation calls (demos) with potential customers

2. Ongoing relationship management and customer success

3. Customer support and improving our customer support processes

Product presentation and explanation calls

Your primary responsibility is to help grow the company by converting inbound leads requests into paying customers. You will host product demos, team training sessions and convert trialing customers into paying customers.

Adaptify SEO is fully self serve and customers you will call with are often highly interested in our solution, so your role is primarily becoming a source of trust and providing guidance and advice.

Ongoing relationship management

When a prospect becomes a paid subscriber you will continue to build relationships with the customers. You will be strategically reaching out to certain customers to increase engagement, reduce the risk of them churning and train on aspects of the software that they have not configured yet.

As you will be spending a lot of time with existing and prospective customers you will be learning about the problems they are facing and what’s important to them. You will be informing our product roadmap, and be strongly supported from a technical perspective to improve our solution to our clients.

Customer support

Another large part of the role is providing customer support, you will answer questions and respond to issues reported by customers over email. Your customer support will inform our documentation and training materials, which is something you should own moving forward.

Requirements

In this role, you take full ownership of assigned prospects and customers. You will be given all the tools and support to be successful. You are not expected to be told what to do every step of the way. And once onboarded you will have a high amount of autonomy.

• You have proven experience in a customer support, customer success or account management role for a software company or marketing agency.

• You have a basic understanding of marketing and/or SEO and a keen interest in learning more.

• You have a reliable and fast internet connection.

• You demonstrate friendliness and empathy when conversing with customers and other people, and can relate well to a variety of different people.

• You are comfortable proclaiming that you are tech-savvy.

• You are passionate about the concept of efficiency, not just in outcomes but deeply in processes as well.

• You have excellent written and verbal communication.

We can’t wait to work with you. Together, we'll build something phenomenal.

Please note: Recruiters and agencies are requested not to contact Adaptify SEO directly.