Who we are:

We are Surfboard and we are changing the way customer service teams work. We believe good customer service teams are built on three core values: trust, fulfilment and balance. While companies often aspire to these values, few have the right tools to manage their teams in a way that promotes job fulfilment and provides excellent customer service. We want to change this by providing integrated data, forecasting, scheduling and professional development tools that are easy for agents and managers to interact with.

Our mission is simple: Happy team, happy customers.

The role:

We’re looking for a customer-obsessed Customer Success Manager to take ownership of our Surfboard customers. This role will develop our customer pipeline and focus on onboarding to ensure new customers have the best experience.

What you’ll be doing:

👋 You’ll be a customer advocate and Surfboard champion; working directly with our new and existing customers to understand their needs, problem solve and ensure the onboarding process runs smoothly.

🤝 You will work closely with our customers to ensure they are receiving the right tools and are optimising their Surfboard accounts to achieve their goals. You’ll check-in with customers regularly and gather qualitative feedback that you'll feedback to the product and growth teams to improve the product.

📈 You'll work closely with the engineering and sales teams to track and regularly monitor usage data to see how customers are interacting with the product and which are performing well.

👀 You’ll be the eyes and ears of Surfboard and build close relationships with our customers to gather structured feedback/requests and relay them back to the team in order to improve features and the overall customer experience. You will keep track of customer satisfaction and work on ways in how Surfboard can increase customer loyalty, referrals and renewals.

Requirements: 

👍 We'd love to hear from you if you are:

• Customer-obsessed and have a passion for data-driven customer insight; you're able to spot trends in data and come up with ideas to improve the overall experience and product.
• Empathetic, patient and perceptive. You are highly emotionally intelligent and able to build rapport quickly.
• Experienced in the full scope of a Customer Success or Account Management role (e.g. you've owned and delivered on upsell/cross-sell targets before), ideally in a SaaS startup environment.
• Highly organised and conscientious, you have strong attention to detail and are experienced in cross-team collaboration.
• Enterprising and can think on your feet - no problem is too great or small for you to tackle head-on.
• Comfortable with working independently, and managing your own workload.

👎 This might be a bad fit for you if you:

• Are looking specifically for line management opportunities in the near term – our focus this year is making sure we have processes that can scale, which means you'll be hands-on with everything before we grow the team.
• Aren’t comfortable using your own initiative and working with a limited budget and resources.
• Have no experience in customer success or at a fast-growth company.