Customer Success Manager

This is your opportunity to be a part of completely reshaping an industry that reaches everyone.

Prelude ****is the end-to-end digital solution for better in-house “preneed planning” (pre-planning funeral services before death). Funeral care is a $20 billion-a-year industry in the United States, driven primarily by “at need” (planning services after a death has occurred) and preneed services through nearly 20,000 funeral homes across the U.S.

Pre-planning a funeral offers significant economic and emotional benefits. Although 70% of society desires to make these arrangements in advance, only 20% follow through. This gap highlights an opportunity for us to drive meaningful societal change across the nation. The funeral home industry’s slow adoption of digital innovations emphasizes the need for a robust strategy to achieve significant breakthroughs. At Prelude, we are committed to bringing this service to the world, creating a future where pre-planning is accessible, straightforward, and widely accepted.

For various reasons, preneed sales have become a major focus for funeral homes, yet the major beneficiaries of these sales and profits are realized by insurance companies and their intermediaries. At Prelude, our mission is for our product to return the profit of preneed to the funeral home and to enhance the overall consumer experience. Our business model is set up to be extraordinarily profitable while at the same time paying funeral homes to use our product which is already sparking massive adoption. Our product will increase the profitability of the independent funeral home by 25-50%.

In response to our growing funeral home partnerships and the enthusiastic market we are looking for a customer success leader that will play a critical role in maintaining our momentum while still providing a high level of service to our partners. We’ve already negotiated direct relationships for insurance products, assembled the first members of the founding team, validated our message, and have started earning revenue.

As a customer success manager at Prelude, you’ll experience what it’s like to be in an industry-disrupting role where we’re literally reimagining the preneed process from the ground up. You will be part of a team committed to creating the best experience for pre-planning a funeral. This opportunity allows you to significantly influence and refine our product and operations. Ideal for those who are passionate about helping people and being an empathetic advocate for our users needs. This role is perfect for those who thrive in a fast-paced environment and revel in the excitement of driving meaningful change. Your contributions will directly impact how we evolve to meet and exceed user expectations. This role is for those who enjoy moving fast and like the thrill of seeing a project from concept to launch in record time.

Many people desire to plan their funeral to protect their family from emotional and financial burdens when they die.

As a customer success manager at Prelude, you will be helping the funeral homes that deliver an incredible experience to the people who are pre-planning their funerals. This is especially important as we continue to expand into more funeral homes. Once they find success by using Prelude, they become enthusiastic, loyal customers.

Your mission is to take a newly signed funeral home and turn them into a successful user. You’ll achieve this by being a point person and advocate for funeral homes. Your ability to help the funeral home staff adopt Prelude will be achieved through education, troubleshooting, and turning feedback into potential product improvements.

As a Customer Success Manager at Prelude you will:

• Lead the onboarding process and training of new Funeral Homes and their staff
• Build relationships and trust with customers through open and interactive communication
• Respond to customer questions in a timely and accurate way via phone, email, or chat
• Follow up with customers to ensure their issues are resolved
• Prepare training material and onboarding content
• Perform live and recorded trainings
• Gather customer feedback and share it with our product, sales, and marketing teams
• Develop and implement customer retention strategies

What we are looking for:

• Minimum of 3-5 years experience in customer success for a B2B focused solution provider
• Experience conducting online and in person B2B focused training is a huge plus
• Excellent communication and presentation skills; quick communicator; strong listener
• Ability to multitask, prioritize, and manage time effectively
• Empathy and a customer-centric approach to problem solving
• Familiarity with CRM systems and practices such as Hubspot
• The ability to spot potential gaps or improvements and act on them

Benefits:

• Base salary plus commission
• Excellent health and dental insurance with 99% of the employee premium paid by us
• Life insurance
• Plenty of vacation time to live your life
• Private and collaborative workspace at one of the coolest office buildings in Tulsa

Prelude is a venture backed start-up aiming to revolutionize the death care industry.

We are experimenters, who learn by trying new things. We prioritize results over everything, but in a way that is relationship-minded, always caring about the people inside and outside of our walls. We’re audacious risk-takers who push for excellence in all we do and storytellers who understand the power of narrative to create incredible interactions and experiences.

Our Purpose: ****Live on better.

Our Niche: We enable funeral homes to deliver an incredible and meaningful pre-planning experience to more people.

Job Type: Full-time

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

Benefits:

• 401(k) 4% Match
• Dental insurance
• Health insurance
• Life insurance
• Paid time off

Compensation package:

• Bonus opportunities

Schedule:

• Monday to Friday

Application Question(s):

• Give an example of a time you identified a potential improvement in a product, service, or process. What steps did you take and what was the outcome?

Experience:

• customer success for a B2B focused solution provider: 3 years (Required)

Ability to Commute:

• Tulsa, OK 74120 (Preferred)

Ability to Relocate:

• Tulsa, OK 74120: Relocate before starting work (Required)

Work Location: Hybrid remote in Tulsa, OK 74120