Customer Success Manager, SaaS

About CharterUP

We help promote environmentally friendly group transportation by connecting passengers and bus operators and creating an awesome online charter bus booking experience. We are taking on a large ($15B annually in the US and Canada) and antiquated industry, where bookings still mostly take place offline, with the goal of becoming the leading online charter bus platform in the world.

We are experiencing a period of hyper-growth as the charter bus industry has fully recovered from the impact of the pandemic. We are headquartered in Atlanta, GA, but operate a fully remote work environment. 

About The Role

We're looking for a Customer Success Manager to join our SaaS division!

You will be working directly with our customers throughout their lifecycle, handling everything from onboarding, training, and implementation, all the way through providing support to maintain account health and growth. 

At the same time, you will be working directly with our leadership on our Customer Success strategy, designing and implementing scalable processes for customer support, implementation, and account retention and growth for our SaaS customers.   

Over time, you will lead our Customer Success strategy, build, and oversee the Customer Success team. 

Compensation

• $100,000 to $120,000 annual base salary
• Material equity award

About You

• You love helping customers, have impeccable phone presence and professional manners with a positive energy and a relentless work ethic
• You have strong knowledge of SaaS platforms, integrations, and mobile applications 
• You've earned a Bachelor's degree from a top-ranked institution
• You have 3-6 years of experience in a Customer Success role including implementations/onboarding, technical support, and general account management
• You are an experienced and skilled troubleshooter that can clearly communicate and present problems and resolutions to a variety of stakeholders 
• You have a solid understanding of and experience implementing successful customer retention and growth strategies 
• Experience managing a Customer Success team is a plus 

What You’ll Do

• Manage the end-to-end software implementations with clients, post-sales
• Work alongside Sales and Product to facilitate discovery calls with strategic partners and clients
• Engage directly with Sales and Product teams to ensure clients are satisfied and that adoption metrics are being met 
• Support customers and colleagues throughout the lifecycle of a customer deployment, from initial engagement to post-live support and maintenance 
• Design and build a Customer Success strategy, including support content creation, establishing standard operating procedures and scalable processes
• Ultimately build out a Customer Success team

Application Process

• Online application
• Initial assessment
• Introductory interview
• Team interviews

CharterUP Principles

At CharterUP, we don’t compromise on quality. We hire smart, high-energy, trustworthy people and keep them as motivated and happy as possible. We do that by adhering to our principles, which are:

1. Customer First
   • We always think about how our decisions will impact our clients; earning and keeping customer trust is our top priority
   • We are not afraid of short-term pain for long-term customer benefit
2. Create an Environment for Exceptional People
   • We foster intellectual curiosity
   • We identify top performers, mentor them, and empower them to achieve
   • Every hire and promotion will have a higher standard
3. Everyone is an Entrepreneur / Owner
   • No team member is defined by their function or job title; no job is beneath anyone
   • We do more with less; we are scrappy and inventive
   • We think long-term
4. Relentlessly High Standards
   • We reject the status quo; we constantly innovate and question established routines 
   • We are not afraid to be wrong; the best idea wins
   • We don’t compromise on quality
5. Clarity & Speed
   • When in doubt, we act; we can always change course
   • We focus on the key drivers that will deliver the most results
6. Mandate to Dissent & Commit
   • We are confident in expressing our opinions; it is our obligation to express our disagreement
   • Once we agree, we enthusiastically move together as a team

Salary : $100,000 - $120,000