Customer Success Lead

Job Description

Why Confection?
People want more privacy and better control over the data they share online. Businesses need data to create value, serve customers better, and build better products. Both are right, and it’s our job to make sure each camp gets what it wants.

Confection is a new kind of product: a data generator for the privacy-first world. It walks an important, challenging (and endlessly fascinating) cultural fault line. The debate is ferocious. We’re right in the middle. Our product is controversial. But building the new standard by which personal data is collected, stored, and distributed online was never going to be easy or frictionless.

“”[T]he best collective decisions are the product of disagreement and contest, not consensus or compromise.”” James Surowiecki wrote that in The Wisdom of Crowds. More voices and more intense debates lead to better outcomes, and those are the waters our team navigates.

Join us. Help companies thrive in privacy first. Give people greater control over what they share online. Build a better web.

About the Position
Part inside sales, part customer service, part tech genius — this key hire will help retail and enterprise customers transition from sales prospect to active customer. He/she/they will report directly to, and work closely with, Confection’s CEO and marketing/sales leaders.

Confection’s Customer Success Manager will help shepherd customers through three key lifecycle phases:

I. Initial Onboarding

Ensure new customers are able to download and install Confection scripts and begin using our product.

II. Relationship Building

Own every customer’s “”Relationship Strength Index”” (RSI) — Confection’s internal NPS system — to ensure customers are using our product regularly. Take action when they aren’t.

III. Relationship Expanding

Ensure customers are aware of all the ways Confection can help them, and steadily increase usage (measured in API calls) over time.

Improve customer service experience, create engaged customers and facilitate increased product usage (measured in API calls), customer satisfaction (measured via RSI), and, ultimately, account value growth
Own customer concerns and the resolution process
Develop best-practice service procedures, policies, and standards
Keep accurate records and document customer service actions and discussions
Analyse data and compile accurate reports
Control resources and utilise company assets to achieve qualitative and quantitative targets
Maintain an orderly, priority-based workflow

Relevant previous experience working at a software company
Excellent verbal and written English communication skills
Experience with Basecamp, Slack, HubSpot, WordPress, and any of the languages listed here are plusses
Proven sales and/or customer-service working experience
Demonstrated track record of on-boarding and supporting customers
Demonstrated ability to create high customer satisfaction, advocacy, and loyalty
Comfort with the risk-on aspects of working at a fast-paced, early-stage company
Ability to think strategically and independently
Advanced troubleshooting and multi-tasking skills
Self-motivated, entrepreneurial and patient with customers
Passionate about providing an exceptional customer experience
Creative, resourceful, detail-oriented, and well-organized
A strong team player but still a self-starter who thrives in a fast-paced, high-growth startup environment
Someone who flourishes when given responsibility and a sense of ownership

$50,000 – “”I’m entry level. I need guidance and training.””
$60,000 – “”I’m experienced and fully competent. I work independently.””
$70,000 – “”I’m highly experienced, promotion ready, and perform at a high level.””
Other Benefits

Work from anywhere
Professional-development allowance
Flexible leave

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Job Summary

Remote Location
Full-time Job Type