Customer Success Representative

Job description

Graphite is a boutique digital marketing agency that builds scalable growth engines for consumer technology companies such as Ticketmaster, MasterClass, BetterUp, and Honey. We specialize in search engine optimization (SEO), content strategy, mobile app growth, and conversion optimization. We are a fully distributed team that is dedicated to creating an environment where you do the best work of your career. With headquarters in San Francisco and team members across the US, Canada, Latin America and Europe, we are ready to welcome our next team member.

We’re looking for a remote Customer Success Representative who will be responsible for client retention by guiding new clients on how to use our tools while ensuring client satisfaction. This role will require you to be organized, detailed, tech-savvy, resourceful, creative, and naturally inclined towards client support. The ideal candidate is eager to be the best at what they do; obsessed with learning and developing new skills, feels comfortable taking full ownership of projects and is used to working in a performance-driven environment while cultivating a strong sense of team and collaboration.

What you’ll do

  • Acknowledge and resolve client complaints and inquiries

  • Build sustainable relationships and trust with client accounts through open and interactive communication

  • Build expert-level knowledge of our product inside and out to onboard new clients and provide feedback

  • Understand and anticipate any potential roadblocks by offering solutions and/or recommendations both internally and externally

  • Act as the voice, support and knowledge resource for all clients

Job requirements

What you’ll need

  • 3+ years of experience working in a client facing role, ideally with US clients

  • English proficiency (verbal and written)

  • Excellent written and verbal communication skills

  • You are highly detail oriented and organized, with the ability to effectively prioritize and multi-task with a focus on client engagement and retention

  • Experience working within a B2B SaaS environment

  • Strong knowledge of software like Google Suite and HTML

  • You are tech savvy and genuinely curious by nature

  • You are passionate about helping others and expertly solving problems

  • You are a self-starter who is motivated, driven and hungry to learn and can provide solid examples of how you have achieved results while balancing ever changing priorities

  • You are an expert at building and maintaining both relationships and expectations

How we’ll help

Graphite’s mission is to create an environment where you build the best work of your career. In order to facilitate this, we provide:

  • Process As Needed - We view process as a way to empower better work, not as a series of dogmatic rules. We develop the best internal processes as we do products - through iteration, measurement, and continuous improvement.

  • Autonomy - We trust you to be excellent at what you do. We will provide as much support as needed when needed, but no more. You will have autonomy and agency to drive projects forward, and own decisions and outcomes.

  • Flexible Work Environment - Everyone’s optimal work style is unique. We operate as a distributed team across the US, Canada, Latin America and Europe. We optimize for productivity and performance, not time spent in an office. Help us build an optimal work environment that fits you as an individual.

  • Compensation - We want to work with the best people in the World and compensate accordingly.

  • Vacation & Time Off - In order to be the best version of yourself, you need time to recharge. We offer flexible PTO. Take the time when you need it.

  • Benefits - We will ensure you have quality health care coverage and opportunities to further your education.

Graphite provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information or any other protected classification.