Customer Success Specialist

The Customer Success team is focused on helping our customers to accomplish their business goals using our software. We support our global customer base by proactively providing them with education resources that enable product adoption which ultimately delivers business value.

As one of our first Customer Success Specialists, you’ll become an expert in all areas of the product in order to be able to provide guidance on best practices and specific use cases that all our customers can employ, from a complete novice who’s running a trial to a long-time customer who’s been using Help Scout for years.

Please note, at this time we are only able to hire in the following locations: United States, Canada, Australia, Finland, Ireland, Netherlands, Poland, United Kingdom, Denmark, Germany, Norway.

About the Role

• The team operates at scale through high leverage activities. That means one-to-many and able to scale nicely without a large additional commitment of resources. In terms of customer engagement our primary channels are hosting live online classes and developing self-serve resources like text articles, screen recordings, and in-app guidance. From time to time you will need to work with customers on an individual basis through video conferencing.
• The rest of the Customers team works out of the main support queue, and you’ll also spend some of your time helping potential and current customers via email.
• We partner closely with other teams like Product, Marketing, and Sales and you will be expected to regularly liaise with them in order to move projects forward and accomplish our shared objectives.
• Salary: We have an internal transparent salary matrix for each team. For this role, our salary options are $75,000, $78,000, or $81,000 depending on experience.

About You

• You have some prior work experience (1-3 years) in Customer Success at an enterprise software company. You care deeply about helping customers and our bigger goal of improving customer service.
• You are highly motivated and self-sufficient. You have a relentless drive to accomplish goals in a timely fashion without sacrificing quality.
• You can quickly pick up the know-how of our software, its basic functionality, nuances, and most importantly its application in real-world business contexts.
• You are full of ideas and possibilities and don’t hold back on sharing them with others and pursuing them. If you think something doesn’t look right or could be done better, you make sure that your voice is being heard.
• You have top-notch verbal communication skills and are able to use them to quickly react and adapt to customers in real-time. Your writing ability is also strong and flexible enough to apply to both customer emails and best practice documentation alike.
• We work together as a team, within the Customers team and across every other function in the company. You have a knack for gaining trust and building strong working relationships with your peers and colleagues.
• Please note, at this time we are only able to hire candidates in the United States for this team.

Benefits

Competitive salary – Our salary formula is public to all employees (but doesn’t divulge your specific salary) and we update it at least once per year. Your salary is the same no matter where you live. Our goal is to pay at or above the market rate of a US-based tech hub like Boston or Seattle.

Health and dental insurance – We cover you and your family’s health/dental insurance 100%. If you are based in the US, we’ll cover you on our Aetna policy. If you’re based outside the US, we’ll reimburse your out-of-pocket health and dental insurance costs.

Long-term/short-term disability insurance & life insurance – we cover 100% of the premiums for LT/ST disability insurance and base life insurance. You also have the option to purchase supplementary life insurance through our provider (currently US only).

Flexible vacation – Take time off when you need it! We recommend 3-4 weeks in addition to public holidays, but there are no firm rules. We trust you.

Sabbatical – After you’ve been at Help Scout for 4 years, you get a month of paid vacation (in addition to regular vacation) and $2,500 to spend towards travel, learning, projects or anything else during your time off.

Paid parental leave, including adoption and foster care – 12 weeks of paid leave for all new parents.

401k with 1% match– via Betterment for Business (currently US only)

Personal Development stipend – Up to $1,800 per year to improve your craft

Bonuses – everyone is eligible to receive a quarterly bonus up to 8% based on shared company revenue goals.

Set you up for success — we’ll get every new teammate a Mac laptop or equivalent of their choice, and provide a $1500 stipend so you can feel ready to work from home. We also cover up to $350 USD per month if you’d like to rent a co-working desk somewhere.

Complete transparency – Everyone has full access to business metrics and financial information about the company.