As a Customer Success Associate at SocialPilot, you will assist customers in understanding the product, track usage, and communicate effectively with cross-functional teams to improve service delivery. Your role involves empathizing with customers, suggesting workarounds, and ensuring their needs are met while contributing to product development insights.
SocialPilot is looking for a Customer Success Specialist to join our team. You will build meaningful SaaS products in the Martech space that the customers love. You will be part of a highly collaborative group of creative problem solvers with a passion for innovation. In this role, you will collaborate with cross-functional product teams, including UX and UI designers, product managers, engineers, customer success managers, and marketing managers.
This role is full-time, Remote
What you will do
- Help customers understand SocialPilot as a product.
- Understand the use-cases customers are trying to fulfill. Understand their workflows. Suggest workarounds where possible.
- Inform the product team about gaps in the product and potential ways to get better. Help them prioritize what you know is important for our target customers. Even make a fuss if that’s what it takes.
- Track product usage for our priority customers and intervene as needed.
- Be that person who connects the product, design, engineering and marketing teams with the customer.
What are you like
- 2+ years of experience in any customer facing role OR any real evidence of customer empathy. Understanding of product principles is a bonus.
- By far the most important: excellent written communication skills. You should be able to understand, break down, and describe problems and solutions at length without needing to use ChatGPT.
- Open to working in a hybrid shift with an overlap in hours with US time zones.
- A sense of humor.
About SocialPilot
SocialPilot empowers over 12,000 agencies and SMBs to manage their social media publishing, analytics, and social engagement while collaborating with their team and clients.
We’re a high-growth bootstrapped B2B SaaS company with healthy profitability and a solid runway.
SocialPilot is nominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category.
Our impact so far
- Helped 12,000+ marketing agencies and SMBs across the globe
- 5 billion+ social media posts published
- One of the fastest-growing SaaS companies in India as listed by Inc 42
- Ranked as a “Leader” consistently by G2, Capterra, SoftwareSuggest, and TrustRadius
- Nominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category
- Named as the Top 10 Bootstrapped Startups in India
- Consistently ranked as a “Great Product” consistently by G2, Capterra, and TrustRadius
- Officially a Great Place to WorkTM - Certified startup
- Rated by YOUR STORY as the Number 1 social media scheduling tool
What we believe in
- Customer Obsession: We put customers first while making decisions and planning future goals
- Ownership: We believe in taking ownership of areas that we’re working on. We own up to our – successes and failures. Moving the needle matters more than just busywork
- Relentless: When it comes to creation & innovation, we stop at nothing. We might fail at the first attempt, but we rise back fast to try again.
- Nimbleness: We respond rapidly to changing circumstances and customer needs
- Collaboration: Our collaboration efforts extend to our partners and customers along with our internal team. We are stronger together.
Why join SocialPilot?
- Complete transparency on strategy, business metrics, key performance indicators, and major initiatives across the organization
- No micromanagement: Own up your work and be accountable without the need for close supervision.
- Great team: Work with a great team with diverse backgrounds from world-class organizations
- Personal growth: Design a personal learning plan and utilize organizational resources to achieve the goals.
- Best in class health and medical benefits
- Profit-Sharing Plan: We reward our high-performing employees by actually sharing profits with them. The profits for the year 2021 were shared with the team in the final week of December
- Staycation: Every year, choose anywhere in the world to stay for a month; we will take care of the expenses!
- Open Door Policy: Strong communication and transparency go a long way in creating stress-free workplaces. Got a question? Just ask the right person without any bureaucracy
- Zen-like Workspace: A modern, aesthetically pleasing workspace with an all-inclusive cafeteria and dedicated conference/meeting rooms if you decide to work from the office
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