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Customer Service
Manager, Customer Success Customer Service
51% 1-Year Employee Growth Rate | 108% 2-Year Employee Growth Rate | LinkedIn | $249.5K Venture Funding
What Is Employee Growth Rate & Why Is It Important?
About This Role
Hello prospective pickle! Design Pickle is currently seeking to expand our Customer Success team by adding a Customer Success Manager to our team to streamline the entire user experience for our Design Pickle clients needing go-to support.
Reports to: Customer Success Director
On a daily basis, works closely with: Marketing, Finance and Sales teams
Location: Design Pickle is a fully remote company with a Company Hub in Scottsdale, Arizona.
Who We Are Looking For
First, Design Pickle is anything but typical. We’re a group of hard-working, creativity-loving individuals from around the world.
Do we love pickles, too? Most of us! But don’t stress if pickles aren’t your thing. It’s not a deal-breaker. We do look for a passion and interest in something though because our employees’ uniqueness is what helped make us the great company we are today.
We stand by our vision, purpose, and values, and these are mission-critical to how you show up every single day.
Specific to your role, we’re looking for individuals who have…
- 7+ years of experience of hands-on Customer Operations, Customer Success, or Sales Operations
- 4+ years of seasoned and mature strategy & analytics leadership working alongside senior leadership
- Experience with sales, customer success, business operations, or professional services in a strategic or operational role
- Able to drive change management, build aligned tooling and develop methods to measure and systemize CS KPIs for internal teams and customers
- Have led or influenced high-performing teams in a fast-paced environment
- Have experience in a continually changing environment where you are agile and able to adjust strategies and realign priorities
- Proven your ability to succeed in both collaborative and independent work environments
- Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base.
- Ability to deal with difficult situations and work calmly and professionally under pressure.
- Logical approach to troubleshooting, including good analytical and problem-solving skills.
- Ability to thrive in a highly ambiguous environment. Startup experience is a major plus.
- Experience with Success technology tooling (eg HubSpot, Looker, CS tools etc.)
Key Objectives and Responsibilities
As a fast-growing company, our roles are always evolving. However, we want you to know exactly what you’re walking into. In the first 90-days, here is a preview of what’s expected:
- Define and optimize the customer journey
- Drive true value for customers
- Lead cross-functionally to drive customer success
- Help foster a company-wide culture of Customer Success
- Drive alignment with Account Managers (sales function) on renewal and up-sell strategy and focus on selling with a retention focus
- Be the best user of client health software in the world to promote the adoption of critical processes, including playbook development, habits process, etc.
- Own key metrics and the financial model for your team, including projections of costs and new hires, and forecasts of renewal and upsell rates
- Support core metrics for our company and our CS team
- Recruit, mentor, groom, and inspire a world-class team
- Propose improvements to your team’s organizational structure
- Achieve operational excellence
- Define individual and team performance and operational metrics, establish a system for tracking, create cadence for review with the Support team and management.
Benefits, Compensation, and Perks
Uncapped PTO: Hate seeing your PTO hours decrease as the year goes on? Not anymore! There is no cap or number associated with the amount of PTO days you can request.
Major medical healthcare: We offer Bronze, Silver, and Gold major medical plans through United Healthcare which is managed seamlessly through Employee Navigator.
Dental and vision insurance: We work with Beam Dental and VSP for ancillary coverage.
Remote-work flexibility: More productive at home? Not based in Scottsdale, AZ? Fine with us! We are a remote-first company with people all over the country.
World-class creative Company Hub: More productive in an office? Also, fine with us! Our creative company hub is set up with state-of-the-art standing desks, high-definition monitors, breakout rooms for meetings and calls, a podcast studio, a relaxation room, a merch wall, and a cold plunge! ….yes, we said a cold plunge.
In-office gym: Our Company Hub also has a small CrossFit-style gym with Peloton studio available for any pickles to use!
Life changing massage chair: We change lives through creativity…and massages. Our team has traveled far and wide to take advantage of a life changing massage chair that is housed in our Company Hub. One massage is all it will take to radically transform your life.
New parent leave: Design Pickle encourages all primary caregivers to take up to 8 weeks leave for a new family member, including adoption, at full salary.
Paid training and personal development: We offer a yearly stipend for employees to continue to grow their skillset and learn things to help them in their careers.
Stock option potential: We give our tenured staff a stake in what we’re building here.
Pet insurance: Have a furry friend? Design Pickle offers pet insurance through United Pet Care for discounted vet visits, medication, and procedures.
Team retreats, social events, and adventures: Pickle collaboration is important to us! We host regular social events, get-togethers, and experiences for our staff.
About Design Pickle
Design Pickle was founded in 2015 with a vision to change lives through its creative software, solutions, and services. Since then, the company has grown to be the #1 flat-rate creative services company in the world. We have served tens of thousands of clients with a team that spans the globe.
In 2019 & 2020, Inc. 5000 listed Design Pickle as one of the fastest-growing companies in America.
We are a company that takes our core values to heart:
Friendly
We aim for Mister-Rogers-Level friendliness; every interaction comes from a place of inclusion, empathy, kindness, and respect.
Smart-Working
We are resourceful, efficient, and committed to constant improvement by leveraging our time, technology, and resources.
Truth
We speak from the heart, operate with integrity, and guide every decision, conversation, and action with honesty (even when no one is looking).
Service
We embrace our collective responsibility to delight customers, support our teammates, and give back to the community.
Tenacious
We are ambitious creators with grit by the jarful. We take ownership of our decisions and grow from our mistakes.
You can learn more about our company, our vision, and what we stand for on our website and social channels. We can’t wait to meet you—thank you in advance for your application!