Customer Success/Onboarding Specialist (SaaS)

Summary

Hi! I’m the founder of Builder Prime, a growing B2B SaaS startup helping home improvement companies grow their businesses. We’re a small bootstrapped company, but we are profitable and rapidly growing. We are looking to make our next strategic hire to support and further accelerate our growth. 

We put a ton of attention and hard work into our product, and we’ve built the absolute best platform out there for home improvement contractors. Our customers love our software and the support they receive from us. Check out our reviews on Capterra and Facebook to see what some of our customers are saying about us.

This is a full-time position that is 100% remote though we do offer some periodic travel to meet in person. This might be to attend an in-person team gathering or attend conferences. All of our meetings, as well as your meetings with customers will be online over the phone and on Zoom.
Why YOU Should Apply

This is a unique opportunity to work with a software startup company that is still at a relatively early stage. We are profitable, growing rapidly, and have exciting plans to further accelerate our growth. It’s OK if you haven’t been in a position exactly like this before. In this position, you will learn what it takes to build a successful company and use that to grow in your role here or start your own company in the future. 

You will be working directly with our Director of Customer Success, as well as with me, the founder and original developer. You will be able to influence and make real change, and see the results of those changes immediately. You will learn what it takes to build a software product that actually makes a huge difference for the businesses we serve, and that people love to use every single day.
Responsibilities and Day-to-Day

As a small company, we sometimes have to wear more than one hat. If you’re someone who prefers to stay in your lane and within your comfort zone, this type of role is not one you’re going to enjoy. This roles does not require that you know how to code, and there will be no coding involved as part of this role. It does require, however, that you are technically minded enough that you can explain more complex functionality in the software in a compelling and easy to understand way to a prospect that does not have as much technical inclination. 

There are four main categories that will make up your day-to-day:
Demo and Onboarding meetings with prospects over Zoom
Ongoing relationship management and customer success
Customer support
Side projects
Let’s dive into each one of these a little bit further: 

Demo and Onboarding meetings with prospects over Zoom

Your first responsibility will be to help grow the company by converting inbound leads into paying customers. You will engage with prospects who have signed up for a free trial or requested a product demo, and show them how to be successful with the software so they continue on as paid subscribers. At first, you will be connecting with the prospect to discover their pain points. You will be explaining and demonstrating how our solution can solve those pain points, and then going right into the onboarding and implementation from there. The sale is made after we prove we can walk the walk, and they see their workflows playing out in the software.

Ongoing relationship management and customer success

Once the prospect becomes a paid subscriber, you will continue to build relationships with the customer. You will be strategically reaching out to certain customers to increase engagement and reduce the risk of them churning out.

As you will be spending a significant portion of your time speaking with existing and prospective customers, you will be learning all about the problems they are facing and what is important to them. With this information in hand, we will work together on the product roadmap to prioritize new features and capabilities to be built into the system based on the direct feedback you are receiving. Despite our small team size, we build lightning fast with new features and updates rolling out constantly, so it will be fun to watch the evolution of the app and to delight customers with the kind of speed that makes them feel like this was built just for them.

Customer support

Another large part of the role while not in meetings or conversations with customers is providing support. You will answer questions and respond to issues reported by customers over email and live chat. For larger customers, you will also provide phone and Zoom-based support.

Side projects

You may be thinking by now that everything above sounds like a lot and how will you have time for side projects? We’re building out the team to spread out the meetings and support so that you also have time to contribute to valuable and impactful side projects. All of these projects will share a common goal – making the other parts of your job easier and allowing you to be even more successful.

For example, based on your skills and interest, you might:
Design new onboarding workflows
Create new user guides and documentation
Enhance or create drip email campaigns and email copy to improve user Engagement and conversion
Create video and written content for blogs and social media,
Create training videos
and more!
Requirements

In this role, you will need to take complete ownership over your assigned prospects and customers. You will be given all of the tools and support to be successful without being told what to do every step of the way. If this appeals to you, then this may be the perfect position for you. 

Here are some other qualifications that would make this role a good fit for you:
You have at least 2 years of experience in customer support or customer success role for a software company
You have a reliable and fast internet connection.
You demonstrate friendliness and empathy when conversing with customers and other people, and can relate well to a variety of different people.
You are comfortable proclaiming that you are tech-savvy. You don’t need to be a developer, but you should be able to learn how to use new software products quickly and deeply.
You love the idea of efficiency. You are constantly driving to make yourself more efficient, and the idea of making other people more efficient excites you.
You are able to articulate how technology solutions can improve lives and improve business.
You love to learn, and you love finding new ways to get things done better and faster.
You have excellent written and verbal communication.
We can’t wait to work with you and build something truly amazing together!