Customer Success Team Lead

Who we are

Small accounting firms in Kansas use our engagement letter and e-signature tool, and most heard about us from a colleague. We are a small, self-funded team building a booking app for independent salons and tattoo studios.

The role

Baker Apps is hiring a CSM for the Mid-Market segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. We work hybrid out of Wichita, usually three days in, two days remote.

Day to day

• Recruit happy customers for references and case studies
• Escalate product bugs and feature requests through Jira with clear context
• Coordinate with support on open tickets for your accounts
• Build success plans with measurable goals for each account
• Create help center articles when the same question keeps coming up
• Report monthly on churn risk and saves
• Document every customer touch in Salesforce

What we're looking for

• 7+ years in customer success, account management or implementation at a SaaS company
• Calm under pressure when a customer is angry
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Working knowledge of Salesforce

Perks and benefits

Compensation: $113,000 - $129,000 a year

• Medical, dental and vision insurance
• 401(k) with company match
• Paid time off
• Dental insurance

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Baker Apps.