Customer Success Lead

Role Responsibilities

• Customer Retention: Engaging customers to identify their needs and roadblocks in order to increase their success (and therefore retention) on our platform
• Key Relationships: Establishing and maintaining relationships with key customers through communication over phone, video chat, and email
• Database Management: Collecting and updating any key customer information, such as industry and size stats, geographic info, etc.
• Customer Feedback: Asking current customers for feedback by way of reviews and testimonials; creating and sending feedback surveys for past customers

How To Know You’re A Good Fit

• You really enjoy talking to people, and always go above and beyond expectations to be personable, helpful, energetic, transparent, and kind in your interpersonal interactions
• You are confident enough to cultivate confidence in others, but still humble enough to realize that you can always get better
• You are a passionate person who will do whatever it takes to accomplish what you are tasked with -- whether it's helping a long-time customer hit a sales goal, or getting a new customer to fall in love with the product
• You are intuitive and you take initiative, reading between the lines of every customer interaction in order to identify and address their needs proactively, not reactively
• You are committed to excellence in your in your daily duties, especially in your communication -- both written (chats/emails) and verbal (phone/video calls)
• You are reliable without exception; your teammates and the customers you work with can count on you to deliver solutions when it matters

Our Commitment to Equity, Inclusion, and Diversity

Rocketing Systems is a Black-owned and woman-led company; our founders and our entire team put heavy emphasis on equity and inclusion, and will always prioritize the empowerment of those from historically underserved or excluded communities. We are an equal opportunity employer and we commit to never discriminate on the basis of race, ethnicity, nationality, religion, gender identity, sexual orientation, age, marital status, veteran status, or disability status.