Customer Success Specialist (SaaS)

Due to recent growth, we have an exciting opportunity for an experienced Customer Success Specialist (SaaS) to join our team on a full-time basis. We’re looking for someone who is passionate about creating and delivering a holistic customer success strategy that not only helps our users get the most out of our popular SaaS product but also helps them become successful in running their small maker businesses. You will have a huge impact on all of our customer-facing initiatives and will be able to contribute and have a significant say in the direction of our product. 

Craftybase is an inventory and bookkeeping solution focused on the specific needs of small, independent handmade sellers. We’re a small, nimble company working remotely across the globe and our mission is to help small makers achieve big things. We are a long-standing (10 years old this year!), stable and proudly independently profitable company that believes in growing a business sustainably and responsibly. To do this, we aim to build products that stand the test of time and serve a real need and purpose – we don’t do “growth hacking” or buzzwords here!
Key Responsibilities

Overseeing the entire customer lifecycle, from onboarding right through to cancellation retention
Working to help reduce churn and increase overall customer happiness
Ensuring that Customer Success best practices are being followed throughout the whole company, and having a big hand in shaping these
Managing our small US-based email support team, ensuring they are delivering high quality, timely and friendly support to our customers
Take full ownership of our existing knowledge base, eBook resources, and tutorials and make them awesomely useful

Commissioning and creating additional learning resources (videos, blog articles, webinars) to help users better understand Craftybase, inventory tracking, and small business management
Analyzing our onboarding process and recommending improvements
Working closely with our product team to ensure our customers’ needs and ideas are fed into the process as we develop new features
Ensuring our customers are kept up to date with the latest product features and versions, and how these changes can benefit them
Undertake customer interviews to obtain feedback, testimonials, and case studies
You are someone who

Has experience in or around customer success in a SaaS business
Enjoys collaboration and thrives in a team
Has a creative and holistic approach to problem-solving
Loves feedback and understands how it benefits your own and others’ development
Has excellent written and verbal communication skills
Is self-motivated and can work autonomously with little guidance
Is kind, empathetic, caring, and loves to help people
Is tech-savvy and quick to learn new systems and software
Acts with integrity, transparency, directness, and humility
Has a significant overlap with at least one US timezone
It would be a bonus if you also:
Understand the principles of UX
Have experience working in a remote team
Have an interest in the maker space
Benefits

20+ days of annual leave a year
Fully remote role
Flexible and fair working hours
At Craftybase, we strongly believe in diversity and equality and thus encourage people from all backgrounds, abilities, experiences, and ages to apply.