Customer Success Manager at FluentStream

| Greater Denver Area
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At FluentStream, we automate and simplify how businesses communicate with their clients. We are a fun, extremely fast-paced, innovative 88-person communications software company. We were just named to the Inc. 5000 list and are one of Colorado’s fastest growing software companies and BuiltIn’s Best Small Companies to work at!  We are 100% remote based company.

You’ll be responsible for developing and fostering strong relationships with a portfolio of client accounts. You will prioritize your time to focus your efforts based on perceived risk, potential growth, strategic value and renewal time frame.

Client Success is a key differentiator for our business. Our clients depend on FluentStream for mission-critical services, and we depend on you to be the point of contact for our most important clients. Client Success operates as strategic, consultative partners who use industry know-how and best practices to up-level and support every FluentStream user. 

We are seeking an energetic, motivated, and empathetic person who is excited about being a part of our growing team. 

ABOUT YOU:
  • Your friends, family, and co-workers always come to you for advice
  • Your ability to stay calm under pressure has always allowed you to navigate your way out of many a maze.
  • You can guess the end of every mystery movie you’ve ever seen because you are an active, curious listener.
  • You consider problem-solving, project management, and convincing people to help you get things done to be core strengths.
RESPONSIBILITIES:
  • Define, develop and execute effective client adoption and retention strategies
  • Tackle parallel client challenges with curiosity, empathy, and strong problem-solving skills
  • Build trust and communicate effectively with owners, executives, office managers, and power users alike
  • Earn the respect of your clients to generate client references and referrals
  • Train clients on existing and new product features
  • Drive escalation of client issues, coordinate key resources in the escalation process, and project manage the client issue until its resolution
  • Deeply understand the FluentStream platform’s capabilities and explain them to clients of all types
  • Collect feedback to drive continuous improvement across all areas of the business
QUALIFICATIONS:
  • 3-5 years experience in client-facing roles like Sales, Client Success, Professional Services, and Account Management at a B2B SaaS software company
  • Strong organizational skills, time management, and acute attention to detail
  • Demonstrate account portfolio planning competency
  • Possess excellent verbal and written communication skills, including the ability to present to executive and key decision makers
  • Available to travel up to 20% (post Covid) 
PREFERRED QUALIFICATIONS:
  • Bachelors degree
  • Inside Sales or Contact Center experience
  • Experience with CRMs, including Salesforce.com, Zoho, Freshdesk, Zendesk, or HubSpot
  • Experience with client success software like Gainsight or CustomerSuccess.com 
COMPENSATION:

Base salary range of $65,000 – $80,000 as well as performance incentives.

Benefits:

  • Health Insurance, Dental Insurance, Vision and Life Insurance
  • Unlimited PTO policy
  • Paid Family Leave
  • 401k plan
  • Company equity program
  • Professional Development Reimbursement
  • Pet Insurance
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Technology we use

  • Engineering
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • PHPLanguages
    • typescriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • CouchDatabases
    • SalesforceCRM

Location

We are a fully remote distributed workforce with employees all over the United States.

An Insider's view of FluentStream

What’s the vibe like in the office?

At FluentStream, we have a unique culture that is unrivaled. Doughnut Fridays, bagel Mondays, and catered lunches are just the start of the coolness. Happy hours bi-weekly offer a chance to hang out outside of the office. In addition to company outings, there is always a collection of cute dogs that spread joy around the office.

Julian

Client Support Manager

How do you collaborate with other teams in the company?

We work closely with our product development team to address customer's issues they call us about and make the product work even better for them. We partner with our Voice Engineering team to brainstorm and problem solve when technical issues come up. Both teams are always willing to hear our ideas and suggestions!

Marcus

Client Support Rep

How does your team reward individual success?

Here, the people come first! We constantly recognize those who go above and beyond in their day-to-day duties. We take time to recognize our peers with employee generated shutouts where recipients can receive perks like Amazon gift cards, six packs of beer, a test drive in our CTO's Tesla and more! We also take pride in our great collaborations!

Brady

Marketing Manager

What are FluentStream Perks + Benefits

FluentStream Benefits Overview

Your passion, flexibility, and commitment to lifelong learning will be greeted with a unique company culture that emphasizes fun as an integral component of delivering world-class products. As a hyper-growth organization we are focused on promoting from within. We invest in your training and development to grow your career! As a fully remote, work from home company, we stay connected with fun virtual events and social Slack channels and allocate time during our Zoom meetings for casual conversation and getting to know one another. We offer medical, dental, vision, 401k, PTO and paid family leave and a generous professional development benefit.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Fun committee to plan outside events
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
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
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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