Customer Success Lead

This is the perfect role for someone looking to build customer success processes from the ground-up and provide a delightful experience for our customers.

Testimonial Hero is a fast growing startup with a global remote team that helps B2B marketing leaders close more deals with testimonial videos.

Interested in learning more? Read on!

About the Role:

Testimonial Hero is looking for an innovative and motivated Customer Success Lead. As an ideal candidate, you’re a strong strategic thinker who constantly focuses on ways to surprise and delight customers. You are a self-starter who brings forward, and executes, new ideas to help grow your department and the business as a whole.

You’ll be part of our Revenue team, which includes Sales and Marketing. As our first Customer Success hire you will have a lot of freedom to make this role your own and build the foundation to grow this department. With the full support of our leadership team and no red tape, this is your opportunity to make your mark and cause an immediate impact.

You will play a key role as a thought partner and strategic advisor to our clients to help them problem solve and work through their existing videos as quickly as possible in order to increase time to value.

You’ll be responsible for owning customer advocacy, strategizing with key accounts, and ultimately increasing net retention and renewal.

Your Skills:

• Strong active listening and coaching ability to fully understand customer needs and ensure that customers see results with our solutions.
  

• Excellent interpersonal, networking, and influencing skills to nurture quality relationships internally with teammates and externally with clients and customers.
  

• Innate drive to achieve your objectives. You want to take initiative, tackle new obstacles and solve new problems.
  

• Strong marketing knowledge and/or a willingness to learn and grow your marketing knowledge to have peer-level conversations with experienced marketing leaders.
  

• Detail-oriented. Keeping track of notes and optimizing your time is key to being able to provide value to our customer-base.
  

• Negotiator. You know how to fulfill clients’ needs while also considering the effort they represent for our teams. Knowing when and how to say “no” to a client is important.
  

• Proficient at using a collaborative and consultative approach with clients to garner buy-in and move deals forward.
  

• Solid understanding of how Customer Success fits into overall business objectives and which metrics are key for you to focus on.

Your Responsibilities:

• Developing and managing value-based relationships with a portfolio of Testimonial Hero’s highest-value accounts with a focus on agreement completion and retention.

• Delivering quarterly Business Reviews to demonstrate value and ROI to the customer base.
  

• Special focus on helping clients secure new customers for testimonials and working with clients on their distribution strategy.
  

• Collaborating with marketing to create client email cadences, events, and other value adds to promote a happy customer base.
  

• Developing Customer Success assets, working collaboratively with Marketing, CX, and Sales teams to establish and refine customer materials and solutions.
  

• Partnering with Sales to assist in closing returning customers.

• Collaborating with Marketing and CX on advocacy initiatives.
  

• Mapping and planning account-level client journeys that aid in both client and Testimonial Hero goals.
  

• Refining and adding to the initial strategy laid out in sales for key accounts through collaboration with all key internal and external stakeholders.
  

• Implementing a defined strategy to aid and hold clients accountable to their overall video goals from the timing of production to using the videos to gain ROI.
  

• Providing consultative and insightful reviews for at-risk accounts to help them achieve their most important goals using the videos we produce and ultimately repurchase.

• Help customers solve challenges that may come up and ultimately help them work through their purchased Testimonial Hero agreements as quickly as possible  in order to decrease time to value.

Your Qualifications:

• 3+ years of experience in a customer-facing role.
  

• Excellent communication and interpersonal skills.
  

• Proven planning and strategic-thinking ability.
  

• Ownership mindset demonstrating drive, initiative, energy, and a sense of urgency.
  

• Ability to thrive in a small team with a highly dynamic work environment and switch rapidly from strategy to execution.
  

• Bonus: You have experience in and/or a passion for marketing.
  

• Bonus: You have sales or account management experience.

About Testimonial Hero:

350+ SaaS & cybersecurity marketing teams at Meta, Medallia, UiPath, HubSpot, and many others use Testimonial Hero to easily create video testimonials that reduce buyer uncertainty in the sales cycle and close deals 40% faster.

Helping B2B teams engage sales and employee prospects in their respective funnels to promote taking the next step. 

Testimonial Hero is a global B2B video testimonial creation service with two main product lines:

➡ CUSTOMER video testimonials

Examples: testimonialhero.com/customer-testimonials

➡ EMPLOYEE video testimonials

Examples: testimonialhero.com/employee-testimonials

* Remote or on-site capture available with both product lines

#1 Ranked B2B video company in the world on G2

https://www.g2.com/products/testimonial-hero/reviews 

Our Core Values

These core values define our culture and the people we hire.

Do they resonate with you?

• Commit to attention to detail

• Always be learning and growing

• Celebrate work-life integration

• Deliver an effortless experience

• Embody persistence and tenacity

• Practice accountability & ownership

Why you want to work with us:

• Salary Range: $70k - $95k USD per year

• Exciting mission and positive culture.

• 100% remote. Work where it is convenient for you.

• Flexible hours. We believe in work-life integration.

• In-person team retreats for face time and to have fun! (When it’s safe to travel again)

• Amazing customers who deeply value our solution

• Unlimited vacation—zero limitations provided your work is accounted for with team members.

• $50 a month or $600 a year for continuing learning and education materials.

Inclusive Culture

We encourage people of all backgrounds to apply. Testimonial Hero is committed to creating an inclusive culture, and we celebrate diversity of all kinds.