Customer Success Lead
Full Time Position
Pittsburgh, PA (or remote)
Our Customer Success Lead is part of a highly productive team that works together to create the best possible customer experience.

The ideal candidate loves solving complicated problems, is self-driven, a master multi-tasker, and enjoys working in a collaborative, evolving environment. The responsibilities for the role are centered around Customer Success activities including: on-boarding, adoption, advocacy and retention.

A day in the life…
  • Ensure a red carpet experience throughout the customer lifecycle that delivers high product adoption, usage, and overall satisfaction 
  • Support customer onboarding and implementation of the suite of platform features
  • Provide customer support and coordinate monthly customer newsletter
  • Work closely with cross-functional teams like Marketing, Product, and Sales to communicate product issues, feature requests and overall customer sentiment
  • Partner with customers to find creative solutions while we build the feature sets they request
  • Help coordinate the development of tutorials, training programs, and playbooks for other teams members and customers, which improve the customer experience, support retention, enable growth and drive increased efficiency of processes 
  • Respond to customer tickets, coordinate with product and engineering teams for resolutions, assure customer needs are met in timely manner with high customer satisfaction 
  • Proactively collaborate with our development and product team to test new features and enhancements
  • Track and manage customer renewals including upsells
Knowledge, Skills and Abilities
  • 1-3 years of customer service experience
  • Experience working in a startup is a plus
  • Experience working in nonprofit is a double plus
  • Demonstrated ability to put the customer at the center of all you do
  • Greatest attention to detail, high diligence, and high level of organization
  • The ability to multi-task and prioritize customer needs
  • The ability to read and adapt to changing environments
  • Excellent relationship building skills with internal and external stakeholders
  • Integrity and passion for our services
  • Comfort in a start-up environment and the initiative to roll up your sleeves and do what is needed to support the business needs
  • Excellent organizational skills
  • Excellent written and verbal communications skills
  • Thorough knowledge of Word, Excel, PowerPoint and web-based applications
Work Environment
  • Indoors in busy office, with remote and virtual work as well
  • Frequently required to work at a fast pace
  • Minimal travel required
  • Some evening and weekend work required

Note: This position description is intended to describe the general nature and level of work being performed by employees in this job. It is not an exhaustive list of all responsibilities, duties, and skills that may be necessary for this role. Personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Please send resume and cover letter to email address linked below -

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