Propdocs Looking for Customer Success Lead at Remote Full Time

Propdocs eliminates the headaches of contract management for the largest asset class in the world – commercial real estate. Unfortunately, MS Word, Email and DocuSign have been the default for over 15 years, and it’s an incredibly inefficient suite of solutions. We need your help to bring this industry into the 21st century with a streamlined contract management solution; improving transparency and trust, and ultimately getting deals done faster.

Propdocs is seeking a Customer Success Lead to join our dynamic team in a fast-paced entrepreneurial environment with plenty of upside/growth. You’ll work closely with our Sales and Product team to facilitate customer onboarding and adoption. You’ll be a trusted advisor and source of guidance for our customers, while identifying opportunities to help them expand their use of our platform. You’ll use your expertise to implement best practices and create playbooks to engineer success as our team and customer base grows. We’re still a young team so each member plays an integral role in building the foundation of our future customer success and support organization.

Responsibilities:

• Point of contact for customers and track and address all customer questions and requests
• Lead new customer onboardings working closely with Sales and Product teams
• Proactively drive improvements for the onboarding process to reduce the time to onboard and improve the customer experience
• Develop Company training program and train customers on all aspects of the platform
• Proactively engage customers through regular touchpoints to deliver insights and help customers operationalize Propdocs’s recommendations across their teams
• Deeply understand customers’ perception of ROI and actively communicate ROI of the Propdocs platform
• Document and track all activities for accounts in a systematic way and deliver feedback from customers to relevant internal teams
• Track indicators of customer churn and drive contract renewals and upsell opportunities

You have…

• 5+ years of experience in a customer success role at a B2B SaaS company
• High-energy and passionate about making customers successful and helping them exceed their business goals
• Passion for technology and an ability to speak knowledgeably about the value of easy-to-use [contract management] technology
• Project management for onboarding experience or customer processes
• Clear written and verbal communication skills
• Customer empathy to listen and understand the unique needs of customers
• A commitment to learning
• Contributed to building out a CS function (i.e building playbooks and onboarding guides).

What We Offer

We’re a remote first team across North America, with a HQ in beautiful Vancouver BC.

We offer extended health with dental coverage.

We offer flexible paid time-off, as well as flexible working hours.

Job Type: Full-time

Pay: $60,000.00-$70,000.00 per year

Benefits:

• Dental care
• Extended health care
• Flexible schedule
• Paid time off
• Work from home

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Experience:

• Customer Success: 3 years (required)

Work Location: Remote

Expected start date: 2023-04-03