Sr Manager of Customer Success at Verblio

| Greater Denver Area
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Seeking a Director of Customer Success ready to create a customer success strategy for a team in its infancy. 

We’re brewing something exciting here at Verblio, a content creation platform powered by a one-of-a-kind network of over 3,000 professional writers that empowers growing businesses to create quality content, at scale, in every niche. 

Great content fuels customer acquisition and retention for the fastest-growing businesses today. That content takes time, resources, and talent. Without it, many companies simply can’t compete. That’s where we come in.

We’re in full-tilt growth mode with grandiose plans for world domination (the friendly kind) that show no signs of slowing down. We’re looking for an enthusiastic, flexible, creative  Director of Customer Success to help us fulfill that vision.

Behind our SaaS platform and marketplace is a team of energetic, eclectic startup junkies who love working hard together and are proud of our amazing brand and transparent, collaborative culture. We believe in doing good and fueling growth for our writers and our customers.


What you’ll do at Verblio

We recently created a strategic accounts team that focuses on expansion revenue through identifying growth opportunities and ensuring renewals. The growth that followed requires a  more formalized approach to customer success in order to ensure the retention and continued growth of our customers. You’d be responsible for defining what customer success is at Verblio. A customer success strategy would include a defined experience for each customer segment, clear utilization of the CSMs vs CS reps, and the implementation of tools and processes to analyze customer health and build preventative protocols to ensure customer satisfaction and success.

You will be responsible for:

  • Defining and optimizing the  customer journey by segment to ensure client success (thinking through tailored onboarding, messaging, level of support, cadence of communication, etc)
  • In collaboration with our strategic accounts team, you’d define and standardize lifecycle process/touchpoints for each segment
    • Sales to ops handoff
    • Onboarding experience
    • Check-in cadence
    • Upsell opportunities
  • Creating strategies and tools to understand customer health
    • Automated vs personal emails
    • Health score
    • NPS insight + follow-up
  • Supporting data analysis to uncover key retention levers
  • Managing  both CS reps and CSMs and standardizing when and how to use these two resources 
  • Sharing account growth strategy with strategic account manager and turning this strategy into a standard process for CSMs + CS reps to execute on 
  • Owning key metrics for CSM team (upsell $$, renewal $$, NPS engagement, weekly KA ins/outs)
  • Using tools like Pendo to educate customers and help them use the platform to its most powerful
  • Managing your own portfolio of high-profile clients


A little bit about you
  • 5+ years of customer success experience (SaaS experience preferred).
  • A healthy appetite for experimentation and constant iteration.
  • A love for writing copy that delights.
  • A solid understanding of customer success fundamentals and what contributes to a successful customer journey. 
  • Deep familiarity working with product and development teams and coordinating cross-functional efforts.
  • Proven experience analyzing complex data and using findings to shape your recommendations. 
  • A strong foundation in content marketing/SEO/inbound marketing.
  • Zeal for working with a kick-ass team hell-bent on having a great time, enjoying the quirkiness of our users, and overdelivering (because it’s the right thing to do).
  • Cool or unexpected skills we haven’t mentioned? Let’s hear ‘em! 

You’ll love working at Verblio because of our:

  • Competitive salary and stock options.
  • Stylish sock options
  • Truly awesome team of people - we don’t have needless meetings, don’t tolerate egos, and genuinely like each other. It’s awesome.
  • Vibrant company culture. We’re smart, welcoming, creative, and engaged in our jobs. We have a low turnover rate because people love working here. We’re looking for someone who wants to be a part of that. 
  • Did we mention we’re growing like mad? It’s way more fun to be on a rocketship than riding in circles on a model train set. (No disrespect to model train enthusiasts.) We made the Inc 5000 list for the second year in a row, won our sixth Mercury 100 award as one of the fastest-growing companies in the Boulder Valley, and just made the Colorado Companies to Watch list.
  • Have you read the website? That’ll give you a good idea of our energy.
  • This position pays $80,000-$100,000 a year, commensurate with experience.
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Technology we use

  • Engineering
    • RubyLanguages
    • TypescriptLanguages
    • AngularJSFrameworks
    • Ruby on RailsFrameworks
    • GraphQLFrameworks
    • PostgreSQLDatabases

Location

1700 Lincoln St., Denver, CO 80203

An Insider's view of Verblio

How would you describe the company’s work-life balance?

Verblio values YOU. In addition to encouraging time away from work, they encourage your personal development goals within the company as well as support your hobbies and passions in your personal life. I’m so thankful to be a part of this team and couldn’t imagine working through covid with anyone else!

Jessica

Operations Associate

What's the biggest problem your team is solving?

We're trying to solve the problem of how do use the power of skilled freelancers in the modern gig economy to deliver end solutions that could never be achieved before. Marketplaces to find top talent exist. As do lower-skill platforms - like Lyft/Grubhub. But how do we bring the distinct benefits from each into a new skilled gig solution?!?

Steve

CEO

What makes someone successful on your team?

One of the coolest things about Verblio is that success isn’t necessarily linked to an ideal background or education. If you’re curious, resilient, and legitimately interested in solving problems, you’ll not only find success but also endless opportunities to explore your own strengths.

Alexa

Director of Enterprise Operations

How do you make yourself accessible to the rest of the team?

Verblio prioritizes 1:1s with team members. I spend 15% to 20% of my week in 1:1s with my team. Our CEO meets at least quarterly with every Verblion. Frequent 1:1s is a key way we identify how best to support employees & teams, how to advance people's growth, & make efficient progress on critical projects. And we just love spending time together!

Zoe

Sr. Director of Operations

What's something quirky about your company?

Verblio embraces quirkiness in all of its forms. Gamers, musicians, foodies, avid readers, skiers--we come together to make a melting pot of weird awesomeness. We have a slack channel called the #puppy-channel, where colleagues show off pictures of all of their “puppies,” including iguanas, kittens, fish, and even the occasional pet chicken.

Caroline

Head of Customer Success

What are Verblio Perks + Benefits

Verblio Benefits Overview

We offer a competitive salary, stock options, health, dental & vision insurance with a generous monthly company contribution, 401k, family-friendly benefits, including generous parental leave, employer-paid short-term and long-term disability, last Friday of every month off, and an unlimited vacation policy.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
HSA
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
We have an optional weekly team-member led meditation session via Zoom (called Breathlio!)
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Restricted work hours
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Verblio hosts company outings Quarterly.
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted once per month.
Pet Friendly
Verblio's pet policy is dog friendly daily.
Recreational Clubs
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks

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