Customer Success Manager

Opus is the leading mobile-first training platform for restaurant & hospitality staff. We are a team of service industry veterans + tech professionals on a mission to create a world where every frontline worker has a good job.

Delighting every executive, manager, and frontline employee that touches Opus is what we’re all about. To this end, we place high importance on customer success: driving high utilization of the platform by building strong relationships and tracking key metrics.

As a Customer Success Manager, your job is to guide and advise customers with an eye towards building trust and knowledge of our product. You'll also help refine repeatable processes that we utilize - internally and externally - to help us scale and create a truly unique customer journey.

This is an opportunity to help build the foundation of customer experience here at Opus.

Responsibilities

• Build strong, long-term relationships with customers as the trusted, consultative advisor on training product functionality

• Onboard and support onboarding of new customers including leading implementation and training calls

• Conduct regular reporting to ensure customers optimize our product/service, issues are resolved effectively, and customer goals are met

• Monitor and service ongoing emails, calls, and live chats with platform users within required SLA

• Troubleshoot technical issues raised by customers, and uncover new ways to improve our product

• Support deployment of survey initiatives in order to methodically receive customer feedback

• Participate in on-call rotation alongside the Customer Success Team for off-hour coverage

• Partner cross-functionally on projects to improve the customer experience via feedback, insights, and internal process improvements

Qualifications

• 3+ years in a Customer Success, Relationship Management, Account Management, or similar role

• Experience building and maintaining relationships, while working to mitigate churn and drive engagement

• Empathetic, positive attitude with a desire to help our customers reach their goals

• Experience working with customers with multiple units and stakeholders within an organization

• Exceptional communication skills, highly organized, collaborative and detail oriented

• Experience working in a hospitality environment is a plus

• Familiarity with productivity tools such as Salesforce, Intercom, G Suite and Zoom a plus
  

You'll have the opportunity to make a significant impact on a growing business that's transforming how the service industry develop their most valuable asset – their people. Your work will directly influence how effectively we communicate our value to the market and how successfully we grow our customer base.

Location

• Remote, but must be based in the following states: NY, NJ, PA, FL, NC, TX, CO, UT, AZ, CA)

Perks

• 4 weeks paid time off

• 14 weeks paid parental

• Full Medical, Dental, and Vision

• Commuter benefit

• Gym and Wellness

• Mobile phone reimbursement

*Background Check Requirement: As part of our commitment to SOC 2 compliance, all final candidates will be required to successfully complete a background check prior to employment