Produce8 Looking for Customer Success Specialist [Hybrid] at Vancouver, BC Full Time

At Produce8, we think the future of work is digital, flexible, and results oriented, yet the status quo remains largely analog and in-person, with success often measured in hours worked rather than results achieved. Work needs a re-think, and we’re stepping in to enable this shift by building a new category of software to help teams collaborate, communicate and work more effectively in a healthier work environment.

A venture-backed startup launched out of Top Down Ventures, Produce8 is a digital work analytics platform that helps distributed and digital-first teams understand how they interact with their technology and each other so that they can limit unnecessary distractions and create space to thrive.

But we do more than apply this philosophy to our product; we’re also deeply committed to living it by creating the best digital work experience for ourselves. We’re results focused but believe in a flexible work environment that gives you the space to do your best work.

If you’re looking to continue building your career in SaaS, this is an opportunity to join a team dedicated to building a company and a culture you’ll want to stay with for years.

The Opportunity

There are two essential levers to a successful B2B SaaS startup: Building a great product, and offering an exceptional experience for customers. As a Customer Success Specialist, you will work closely with the Manager, Customer Success to develop and provide exceptional customer experiences. In short, you’ll be responsible for ensuring that our customers succeed in realizing effortless value from every stage in their journey as Produce8 customers..

Core Responsibilities

• 
  Onboarding: Help our customers launch successfully and realize value quickly by helping to develop and offer effective 1:1 and 1:many onboarding offerings
• Support: Provide effective and effortless customer support via email and live chat and regularly contribute to our self-serve support resources
• Education: Regularly contribute to our customer-facing help center resources (KB articles, community, video tutorials, webinars, etc.)
• Lifecycle Management: Identity and action expansion opportunities and retention efforts, then own the customer conversations.
• Advocacy: Become a champion for our customers by understanding their needs and identifying opportunities for improvement in the value we deliver across their lifecycles.

Additional Responsibilities

• Develop deep product expertise in Produce8 and the problem we are trying to solve for our customers.
• Relentlessly pursue opportunities to consistently improve the customer experience at every stage
• Support our Sales team by delivering strong technical support during both pre-and post-sales activities and by constantly identifying opportunities to bring more value to our customers
• Carry out periodic health checks to reduce churn and increase customer satisfaction
• Gather customer feedback and share it internally to improve the product and/or establish better Customer Success practices
• Keep customers updated on changes to the product they’re using: new features and new products they might find useful
• Encourage customer advocacy through surveys, external reviews, case studies, testimonials, and referrals
• Actively prioritize revenue retention and expansion within our current customer base
• Contribute to building and evolving our CS team and offering
• Participate in and lead various projects across our company based on organizational needs, and your skills & interests.

Qualifications

• A track record of success in customer-facing B2B SaaS doing Onboarding, Support, CSM, Account Management, and/or Customer Education
• Demonstrated history of working across departmental lines, thinking outside the box, and showing a willingness to tackle new problems (because joining a startup means not limiting what you do to what’s in this JD!)
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
• Able to act with diplomacy, tact, and poise under pressure when working through tricky customer issues
• Sociable self-starter – dependable and able to manage multiple priorities and responsibilities seamlessly
• Ability to learn fast and articulate technical concepts flawlessly
• Exceptional communication skills with a positive and upbeat personality
• You enjoy solving big challenges with a small, tight-knit team
• You’re comfortable sharing your knowledge and skills with customers and teammates as well as asking for help when you need it

Serious bonus points if you have:

• Experience in Sales or with upselling/cross-selling
• Familiarity with Hubspot CRM and ServiceHub
• Understanding of self-service & knowledge management approaches (especially KCS methodology)

About Us (Culture and Team)

We embarked on this mission because we genuinely love building great products, and everything we do is oriented toward creating an environment that fosters innovation and excellence.

• Autonomy within the team, takes ownership of features and components
• Frequent knowledge sharing and pair programming are encouraged
• Work from home with an emphasis on focus time and flow
• Results-oriented leadership (it’s what we produce that matters most)
• High trust and transparency between all team members
• Learning and Development. We’re never standing. Still, learning is constant, and time is spent learning and adopting new ideas for our product
• Fun. You should like where you work and the people you work with.
  • Happy hour Fridays (on Zoom)
  • A culture of openness, respect and inclusivity

Working at a Top Down Company means

• A collaborative work environment with cross-functional teams, working in proximity to multiple rapid-growth SaaS companies at varying stages of growth
• Beautiful office space in the MNP Tower in Downtown Vancouver when needed
• Mentorship from industry veterans with a 100% track record of industry success in funding and scaling software companies creates endless career opportunities.

Compensation and Perks

• Competitive Salary
• Continued education allowance to help advance your career
• Regular happy hours/games hour
• Monthly public transportation subsidy
• Extended benefits, including 100% extended health and dental
• Office features: Herman Miller height-adjustable desks and ergonomic chairs, bar, fantastic coffee, snacks, food, and a world-class gym.

Join The Team

We invite all qualified candidates to apply. Please note that you must be eligible to work in the country to be considered for this role, and priority will be given to local applicants. We thank everyone for their interest. However, only successful applicants will be contacted. We are remote-first, so you’ll be working from your home office and need to be available for team meetings during PST working hours.

No recruiters or phone calls, please.