Open Position: Customer Success Manager

Ensuring customers are happy and informed.

This position is closed as of 9/8/2020.

General Info

Location:
NYC/Austin/Boston/SF Bay Area Preferred, US Remote Friendly
Type:
Full Time
Departments:
Customer Experience
Reports to:
Communications & Marketing

Description

At Underline, we are driven by a singular mission: to ensure the vibrancy of our nation through building intelligent community infrastructure. We work with communities across the United States to design, finance, and construct open access fiber-optic networks. We believe these networks are the essential foundation for ultra-fast access to information, a competitive market for content and services, job formation and reskilling for workers, distributed healthcare services, new wireless solutions, and resilient modern infrastructure including responsible energy creation. 

As the Customer Success Manager, you are the single most important person defining how residents and business owners experience the Underline offering. As the voice of Underline to our customers, you need an unrivaled sense of  dedication to finding solutions and building exceptional experiences. 

Reporting to the head of Communications and Marketing, you will develop the blueprint for our customer success work, design solutions flows, draft and update messaging, and coordinate with the Underline product team as well as external vendors on implementation. 

Together with the Communications and Marketing team, you’re responsible for communicating our brand, and the promise of open access fiber networks, in a way that builds understanding, inspires all our stakeholders about what’s possible, and ensures sustained value for every subscriber. 

Does this sound like you?

  • You are passionate about ensuring excellent customer experiences through building relationships, understanding issues, and delivering solutions  
  • You can solve problems with curiosity and creativity
  • You are a true believer in the social, economic, and environmental benefits of bringing intelligent infrastructure to communities across the country
  • You are action-oriented and can manage many work streams at once, but you also know when the stakes are high and you need to focus on quality over quantity
  • You are a strong communicator (written and verbal)
  • You have an entrepreneurial spirit – you have no problem getting your hands dirty and have an intense ability to learn quickly and from others.

Responsibilities

  • Design customer success flows based on the type of issue and the party responsible for the solution
  • Create and manage customer success content, in coordination with the marketing and communication team 
  • Be the trusted advisor and advocate for thousands of customers—from onboarding to service selection, installation, and expansion 
  • Actively respond to all questions and comments across customer engagement channels —from Facebook to intercom and aircall 
  • Efficiently resolve customer inquiries by aligning customers with the right resources
  • Identify and escalate risks to the project or Underline brand 
  • Gain a deep understanding of the challenges faced by customers and advocate on their behalf in discussions about marketing, communications, and product improvements 

Requirements

  • 4+ years experience in account management, customer success, consulting or similar roles related to driving customer success and adoption
  • Fluency with B2C engagement channels and best practices 
  • Strong consulting and project management skills, with proven results advising customers and delivering solutions 
  • Proven ability to operate autonomously and create structure
  • Experience building onboarding and customer success program
  • Experience working in a cross-functional team, and comfort with technical solutions 

Hiring Manager

Customer Success Manager
Eva Arevuo
Communications & Marketing
Linkedin

Apply Here

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