Broadly is changing the way local service businesses grow. We help thousands of local service businesses attract, retain, and “wow” their customers with powerful customer experiences. Our mission is to bridge local businesses to their modern consumers by helping them: capture leads, streamline their communications by email and text, collect mobile payments, and gather feedback and reviews. We are passionate about helping these local business owners succeed, and keep them at the center of everything we do.
About the role:Customer Success Managers (CSMs) provide a 5 star experience for our customers to help increase retention and the customer life-time value. As a Broadly product expert, business consultant, and relationship manager, CSMs help businesses take control of their online presence, connect with their customers, and leverage Broadly to accomplish their business goals.
As a CSM, you will:Establish yourself as a trusted consultant — Coach businesses on how Broadly can help achieve their business goalsManage the lifecycle and health of assigned customers — Drive product adoption, usage and success through ongoing customer engagementIdentify opportunities for expansion in revenue — Educate customers on additional Broadly “add-on” solutions that deliver value to solve business needsBe your customers’ greatest advocate — Voice customer concerns and collect feedback for product (and process) improvementsBe a team player — Work cross-functionally with Broadly’s departments and teams to improve company initiatives and processes
Is this you?:2+ years of experience in Customer Success, Account Management or transferable experience (preferably for a B2B, SaaS organization)Potential to foster and grow strategic partnerships and relationshipsExperience with small business to enterprise-level customersStrong analytical skills with a demonstrated ability to turn data into decisionsAble to approach difficult customer conversations with grace and professionalismMastery of communication via email and phoneOperates with a high level of empathy and integritySelf-starter, resourceful and solutions-orientedCapacity to adapt to shifting priorities and to remain flexible with ever-changing processes
THE GOOD STUFF (we’re not afraid of emojis)Our company was founded in Oakland, but now we are a remote first and distributed team! 🌉Company covers 100% of employee only medical, dental, and vision insurance + lots of extra options. We got you. 🥰Flexible time off: take the time-off you need, when you need it! 💆Ask us about Our Time Off (OTO) here’s a hint – its practically every other Friday off! 🍁❄️Regular wellness and engagement activities. Vita-mixes, Hatch Lights, Purple pillows–prizes galore! 🎉WFH stipend (because you know, you work from home) 💵Co-working Stipend (for those of us who want to escape our usual home office life and go into a shared workspace – sometimes working somewhere different helps!) 📖Wellness stipend that covers mental, emotional, and physical wellbeing (because taking care of your mental health creates mental wealth!) 🧘♀️Professional development stipend. Get your learning on. 📚An inclusive, tight knit, exciting start-up culture that offers accelerated career & personal growth 📈
One more thing …Can you tell us what the weather is like where you are?
