Customer Success Manager, SaaS

About CharterUP

CharterUP aims to be the leading charter bus platform in the world and is looking for people that want to be along for the ride! We are disrupting the highly fragmented bus industry by connecting supply-side bus companies to demand-side clients (corporations, non-profits, and governmental entities).

We strive towards having as many enthusiastic customers as possible, which leads to increased group travel and a greener earth.

About this role

We are looking for a Customer Success Manager to join our SaaS team!

What you'll do

Manage the end-to-end software implementations with clients (post-sales) onto CharterUP's platform and technologies

Work alongside Sales to facilitate discovery calls with strategic partners and clients

Engage directly with our Sales and Product teams to ensure clients are satisfied with our product and that adoption metrics are being met

Support customers and colleagues throughout the lifecycle of a customer deployment, from initial engagement to post-live support and maintenance

Compiling feature requests and documenting suitable customer solutions using a deep understanding of our client's core business;

providing workarounds where applicable

What you'll need

3+ years of customer success experience including implementation / onboarding, technical support, and general account management

Good knowledge of SaaS platforms, integrations and mobile applications

Experience in managing multiple concurrent projects, including prioritization and triage

Ability to troubleshoot issues confidently and competently; clearly communicating problems and resolutions to stakeholders

Outstanding presenting skills to both technical and executive audiences, over demos, live meetings, and WebEx

Ability to overcome some basic objections to adoption while reinforcing our value proposition to customers

Ability to connect a customer's specific business problems and CharterUP's solutions

High positive energy and relentless work ethic

Impeccable phone presence and professional manners

Outstanding academic credentials from a top national university

Location

Every new hire, regardless of location, will work remotely for at least the next few months until it is safe to return to the office nationwide.

CharterUP's headquarters are in Atlanta but CharterUP is open to employees working remotely or from CharterUP's satellite offices in SF and NYC.

Sales Team Application Process

Candidate submits CharterUP online application

Resumes encouraged to be at most one page in length

Initial evaluation

Candidate may undergo a preliminary phone screen

Interviews

Candidate to meet with various members of the sales team

Candidate to meet with founder, COO, and CFO

Testing

During interview phase, candidate will be asked to complete live quantitative exercises

Online general aptitude assessment to be done from home

Offer

Background and reference checks prior to formal offer

CharterUP Principles

At CharterUP, we don't compromise on quality. We hire smart, high-energy, trustworthy people and keep them as motivated and happy as possible.

Do that by adhering to our principles, which are :

Customer First

We always think about how our decisions will impact our clients; earning and keeping customer trust is our top priority

We are not afraid of short-term pain for long-term customer benefit

Create an Environment for Exceptional People

We foster intellectual curiosity

We identify top performers, mentor them, and empower them to achieve

Every hire and promotion will have a higher standard

Everyone is an Entrepreneur / Owner

No team member is defined by their function or job title; no job is beneath anyone

We do more with less; we are scrappy and inventive

We think long-term

Relentlessly High Standards

We don't accept that's how it's always been done ; we constantly innovate and question established routines to improve processes

We actively push to be proved wrong and welcome different ideas; the best idea wins

We don't compromise on quality

Clarity & Speed

When in doubt, we act; we can always change course

We focus on the key drivers of a process that will deliver the most results

Mandate to Dissent & Commit

We are confident in expressing our opinions; it is our obligation to express our disagreement

Once we decide, we enthusiastically move together in the agreed upon direction