Customer Success Manager (SaaS)

About OutboundSync

Our SaaS product helps some of the most innovative revenue teams in the world go to market. Our customers use cutting-edge technologies and tactics to drive growth—and our product is a connector for their data. We do this by integrating sales engagement platforms with customer relationship management software. Today, we integrate Smartlead and HubSpot.

Why We Are Hiring

After over a year of steady growth, it’s time to get someone to help our customers be successful using our product. We have exciting plans to further accelerate our growth and are looking for the right person to help make that happen. We recently raised money from TinySeed and joined their B2B SaaS accelerator, so we have more resources than ever to build a great company. 

Why You Should Apply

This is a unique opportunity to be hire #3 with an early-stage software startup. You will be working directly with the founder and will contribute significantly to establishing our company culture. You will be able to influence and make real changes, and see the results of those changes immediately. You will learn what it takes to build a software product that actually makes a huge difference for the businesses we serve, and that people rely on every single day.

Who We Are Looking For

We are seeking a driven and empathetic Customer Success Manager who excels in building relationships and solving problems. The ideal candidate will be organized, detail-oriented, and ready to make a significant impact in a small, growing organization. The candidate will support both direct customer teams and agency partners who function as extensions of our efforts.

Key Responsibilities

• Conduct onboarding meetings via video call to ensure customers and agency partners can effectively use our product.

• Manage ongoing relationships to increase engagement and reduce churn for both direct customers and agency partners.

• Provide customer support through email, Slack, and Zoom, addressing inquiries and troubleshooting issues.

• Create customer-facing support documentation and self-service resources.

• Work with internal teams and external partners to address platform issues and track incidents.

• Identify opportunities for product improvements, including creating tickets for our engineering team, based on customer and partner feedback.

• While you don’t need to be a developer, you should be able to learn new software quickly and explain it in an easy-to-understand way to customers.

Requirements

• 2+ years of experience in customer success or a related client-facing role.

• Technical aptitude and ability to learn from documentation and using ChatGPT. 

• Experience with advanced CRM software like HubSpot or Salesforce.

• Excellent written and oral communication skills.

• High level of integrity and attention to detail.

Nice-to-Haves

• Familiarity with SaaS products and customer success best practices.

• Any experience with API calls, webhooks, and/or low-code tools. 

• Understanding of outbound sales software and processes. 

• Experience building lists, workflows, and reports in HubSpot or Salesforce.

• History using HubSpot Service Hub for customer success and onboarding.

Benefits

• Competitive salary and performance-based incentives.

• Flexible remote work environment.

• Opportunities for professional growth and development.

• Flexible, async schedule (within US working hours)

• Foundational role - you’ll help carve out what CSM work looks like for us, and get to build something meaningful 

• Healthcare reimbursement

• 20 days of PTO

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

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