Who we are...

BombBomb makes it easy to use simple videos to build relationships through email, text and social media. Our team is scrappy and intelligent. Competitive and collaborative. Fun-loving and tenacious. We're close-knit and love adding new talent to the mix. Rehumanizing the planet can't be done without EXCELLENT people and we want to add you to our already amazing team!

Who we're looking for...

As a Customer Success Manager, you are all about customer adoption, retention and optimization. You work hard to make your customers happy and wildly successful. You’re focused on our customer’s desired outcomes while killing churn and arming yourself with product knowledge and creative solutions to provide value that directly speaks to customer outcomes. You are the most efficient and effective team member that BombBomb has in providing value and proactively preserving the business.

The Customer Success Team at BombBomb is responsible for the health and success of BombBomb’s customers. We’re responsible for everything post-acquisition, including onboarding, support, training and education, the Customer Journey, up-selling and cross-selling, renewal, expansion, etc. We measure success through a number of key performance indicators such as retention and churn, net promoter scores and customer satisfaction scores, and customer health metrics. As our business grows, so grows our efforts to support our Customers in achieving their desired outcomes.

What you will do...

• Help Our Customers Discover & Achieve Their Desired Outcomes
  • Onboard and assist our Prompt Customers. Onboard new Prompt customers within the first week of their new subscription. Follow up with non-onboarded customers to maintain an 80% onboarded rate.
  • Become “Strategic Business Partners” with our 5-10K teams and VIP customers by connecting every 90 days to identify and challenge their desired outcomes to prescribe the appropriate action plan in a collective goal to reduce churn by 25%.
  • Document every interaction in Salesforce.
  • Connect with BombBomb customers who are in a state of non-use to see what they need and delivering that value to them. Book 1x1 appointments as necessary. Help BombBomb maintain an average health score of 30 or higher.
  • Serve our Premium customers strategically by maintaining a 90% adoption rate
• Be An Advocate For The Customer
  • Be the expert in the BB application, in your field, and grow professionally
  • Listen and speak on behalf of the customer by bringing VOC items to the Customer Success Team weekly meeting and escalating all urgent customer matters to the appropriate channels.
  • Stay curious about our customers by proactively investigating behaviours, identifying trends, and anticipating needs as observed by your supervisor.
  • Identify upsell opportunities generating $1500.00 / per month
• Be Engaging, Effective & Efficient
  • Pull your weight by fielding plus or minus 10% of the average number of cases handled per team member per quarter.
  • Maintain a customer satisfaction score of 98% by regularly exceeding customer expectations by going above and beyond the immediate needs of the customer.
  • Maintain calendar appointments within the allotted time scheduled.
  • Conduct live webinars resulting in an average rating of 9 or above.
• Learn, Innovate, & Grow
  • Establish and achieve “SMART” goals every quarter with your supervisor that yields quantifiable results around sustaining, building, and improving the business. Themes might include training, team building, efficiencies, etc.
  • In addition to goals that benefit the company, also work with your supervisor to establish goals around your own professional development. Become an expert in your role by staying on top of new features and product knowledge within BombBomb and continuing to educate yourself in the field of Customer Success. Demonstrate progress in every bi-weekly 1x1 meeting with your supervisor.

How you'll do it...

Embody BombBomb’s core values: Relationships, Fun, Humility, Flexibility and Service

Enthusiasm: Exhibit passion and excitement over work. Have a can-do attitude.

Intelligence: Learn quickly. Demonstrate ability to quickly and proficiently understand and absorb new information.

Communication: Speak and write clearly and articulately without being overly verbose or talkative. Maintain this standard in all forms of written communication, including email.

Flexibility/Adaptability: Adjust quickly to changing priorities and conditions. Cope effectively with complexity and change.

Listening Skills: Let others speak and seek to understand their viewpoints

Persuasion: Able to convince others to pursue a course of action

Teamwork: Reach out to peers and cooperate with supervisors to establish an overall collaborative working relationship.

Efficiency: Able to produce significant output with minimal wasted effort.

Attention to detail: Does not let important details slip through the cracks or derail a project.

Openness to criticism and ideas: Often solicits feedback and reacts calmly to criticism and feedback.

Our ideal candidate will be or have...

• 2+ years experience in a Customer Success role
• Prior experience with SalesForce & Google Apps
• Excellent written / verbal communication
• Impeccable follow up & task management skills
• Works well in a fast moving flexible environment under pressure
• Works well in a team setting

BombBomb Benefits Package Includes...

• Excellent Medical, Dental and Vision Benefits for you and your family (2 PPO + HSA option)
• 10 days paid vacation and 5 days of sick leave
• 8 paid holidays
• 401k Plan with employer match
• Weekly company-catered lunch
• Fun workplace: happy hour every Friday and company game room
• Annual Education/Development for your career growth