Customer Success Manager

Raken

Carlsbad, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/04/2021
  • Website: rakenapp.com
  • Company Address: Carlsbad, San Diego, CA, 92008

About Raken

Raken is a cloud-based, mobile, daily reporting and field management platform for contractors. We enable superintendents, foreman and project managers to streamline field workflows by creating accurate daily reports, time cards, and more in less time. We work with commercial, residential, and specialty contractors of all shapes and sizes. Raken's digital toolbox allows you to manage/document accidents & delays, subcontractor information, site safety & quality control observations, project photos, weather, task lists, equipment rental, jobsite visitors, time cards, and more!

Job Description

We are looking for a proven Customer Success Manager to join a hyper growth startup that has the #1 app in one of the largest industries in the world.

The Customer Success Manager will interact with all post-sales paying customers within their assigned book of business to help them receive the most ROI from the software guiding them through an efficient and successful post-sales implementation and lead customers to increase their subscription spend with our service. To be successful in this position, you must be able to manage multiple projects in a fast paced environment, be self sufficient, and able to work independently. Managing a consistent cadence of communication and follow-up with your book of business is a key function within this role.

Why Join Raken?

  • Raken is a rapidly growing company based in Carlsbad, CA with over 4,500 customers across 92 countries
  • We were recognized on the Forbes 2020 list of America’s Best Startup Employers and are ranked no. 1057 on the Inc. 5000 List of Fastest Growing U.S. Companies
  • We are consistently ranked as a High Performer for construction management solutions on notable review sites like G2, Capterra, and Software Advice
  • Raken is a company that believes in investing in its employees - offering Medical, Dental, and Vision Insurance coverage, 401k Matching, and Paid Learning and Development Programs
  • Our Culture is Top Priority - We have a hardworking team that loves to make a significant positive impact and have fun while doing it.  Core Values we live by: Take Ownership, Keep Evolving, Stay Balanced, Elevate Others, and Let’s Go! 

Role Responsibilities:

  • Develop a solid and trusting relationship between newly assigned accounts and Raken
  • Consult with customers to help them attain positive outcomes from utilizing Raken
  • Help customers be successful through a number of channels including calls, email, webinars, and chat
  • Provide dedicated and ad hoc time towards helping our customers within the support role (this role will back up our customer support managers and will occasionally be the primary in support as needed)
  • Be responsible for post-sales process including onboarding, implementation and cadenced check-ins, with a focus on retention, renewal, and expansion
  • Showcase upgrade features to basic and professional customers via web demos & webinars
  • Deliver world-class interactions and trainings in accordance to a personalized training plan to ensure Raken fits with their company workflows and needs
  • Identify the problems the customer is aiming to resolve through the use of Raken, and deliver on the expectations
  • Manage customer accounts to maximize LTV by adding licenses and upgrades and ensure license utilization remains high
  • Work cross-functionally with the Raken Product team to be the VOC and to champion customer insight

Skills & Qualifications:

  • 2-3+ years of customer support / success experience or relevant experience
  • Proven record of delivering customer solutions and meeting sales goals
  • Smart, ambitious and willing to learn and grow
  • Love to help others & empathize with users of all experience levels
  • Have outstanding writing & communication skills
  • Enjoy solving problems & learning new things
  • You’re a self-starter and will try to solve any problem before asking for help
  • Be reliable, optimistic, super-organized & tech savvy

Benefits:

  • Employee Sponsored Medical, Dental, and Vision
  • Generous PTO, including 11 Paid Holidays
  • 401k Matching
  • Flexible working hours 
  • Continuing education reimbursement opportunities
  • Free on-site gym membership and yoga classes
  • Company Provided MacBook Air 
  • Monthly Social Events (Happy Hours, Game nights, Lunch & Learns)

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.