Customer Success Manager (SaaS)

Summary

Hi! I’m the founder of MyPlace, a growing B2B SaaS company in the WiFi and data integration space. We help businesses, particularly in hospitality and entertainment, better engage with their customers by seamlessly capturing and utilizing guest data from Wi-Fi networks.

We’re a small, early-stage company. In 2023, we were accepted into the TinySeed accelerator program and raised seed funding. We are profitable and growing. We are looking to make an early strategic hire to help lay the foundation of our future team. 

MyPlace is a fully remote-first company, offering you complete flexibility in how and where you work. While this role is 100% remote, there may be occasional opportunities for in-person meetups, whether for team gatherings or attending industry conferences. All of our internal meetings, as well as your customer interactions, will take place online via phone or Zoom.

Why YOU should apply

This is a unique chance to join us as employee #2 at a fast-growing software company. As we continue to expand rapidly, you’ll work directly with the founder and play a pivotal role in shaping both our company culture and our future success. Our growth plans are ambitious, and you’ll have a significant impact in helping us accelerate them further.

You’ll have the opportunity to drive meaningful changes and see the immediate impact of your contributions. You’ll gain firsthand experience in building a software product that makes a real difference for the businesses we support, and that customers enjoy using every day.

About the Role

We’re looking to hire an experienced Customer Success Manager to join our fully remote, growing team. In this exciting role, you’ll guide prospective and current customers through the benefits of using MyPlace to enhance their marketing efforts through effective guest data capture and engagement. 

Your primary goal will be engaging with prospects, conducting demo calls, and leading the onboarding process after the sale, ensuring a smooth implementation and delivering a positive customer experience that fosters long-term success. This role requires strong communication skills, a problem-solving mindset, and the ability to adapt quickly in a dynamic environment.

Day-to-Day Responsibilities:

In a small team, you’ll wear multiple hats. This role won’t require coding, but you will need to be tech-savvy enough to explain how our system works to non-technical customers.

There are 4 main categories that will make up your day-to-day:

• Onboarding Customers - Engaging with prospects and warm qualified leads, conducting demo calls, and leading the onboarding process after the sale, ensuring smooth implementation and customer success.

• Account Management - Establishing yourself as a trusted advisor and the go-to person for both customers and partners. This includes maintaining proactive communication, regular check-ins, and providing helpful product training to ensure they’re getting the most value from MyPlace.

• Customer Support - Responding to customer inquiries, troubleshooting issues, managing support tickets, and engaging with customers through live chat, email, and Zoom to provide timely and effective support.

• Project Management - Leading customer success initiatives, contributing to the development of playbooks, building customer knowledge bases, and driving process or product improvements, along with creating educational documentation.

Requirements

In this role, you will take full ownership of your assigned prospects and customers. You’ll have all the tools and support needed to succeed, with the freedom to work independently. If you enjoy autonomy and responsibility, this could be the ideal position for you.

• You consistently display friendliness and empathy in your interactions, easily building rapport with a diverse range of people.

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

• You confidently consider yourself tech-savvy. While you don’t need to be a developer, you should be able to quickly and thoroughly learn new software products.

• You’re passionate about efficiency, always seeking ways to improve your own workflow, and you find it rewarding to help others become more efficient as well.

• You have excellent written and verbal communication

• You have a reliable and fast internet connection

Nice to haves:

• Basic understanding of IP and networking principles

• Experience with Hubspot

Benefits

• Fully remote, full-time role

• Competitive salary

• Foundational role, helping shape the future of customer success at MyPlace

• 20 days PTO

We can’t wait to work with you and build something truly amazing together!

MyPlace asks respectfully to only apply through the application form and not email/apply to them directly. Recruiters and Agencies please do not contact MyPlace directly.