Customer Success Representative

About This Role

LeaderFactor is the market leader for assessing and training psychological safety. We are a mission driven organization that strives to influence the world for good at scale. We work to create and deliver the most elegant, practical, and powerful human performance solutions.

We’re looking for a customer success manager who can effectively exemplify LeaderFactor values and ensure a world-class customer experience. You will be responsible for helping customers transition from sales prospects to active users of LeaderFactor offerings. This position will work closely with the VP of CS and has potential for long-term growth within the company. You will manage the delivery of our products and services for our customers and ensure a world-class customer experience.

Status: Part or Full-time

Location: Fully Remote

Qualifications

  • Extreme ownership mentality
  • Preference for small teams & organizations
  • Previous experience developing the customer-business relationship (account management, client success, etc.)
  • Demonstrated learning mentality (books, e-learning, etc.)
  • Demonstrated ability to work remotely with high drive and high autonomy
  • Adept business communication skills
  • Passion for delivering an exceptional customer experience

Responsibilities

  • Become well versed in LeaderFactor products and processes
  • Support clients in achieving their goals through LeaderFactor products and services
  • Nurture client interest for additional products and set white space opportunities for sales
  • Track and document progress of new and current customers through the customer journey
  • Receive and act on frequent and targeted feedback, collaborate without being territorial, and demonstrate impeccable integrity in all relationships
  • Partner with the product team to enhance existing product line

Account Management:

  • Guide clients through post-sale onboarding, including orienting the client to LeaderFactor products and offerings
  • Provide resources as needed to drive adoption in the client organization

Event Management:

  • Manage client event logistics, including scheduling senior partners and supporting events
  • Build client relationship by following up post-event to identify opportunities for improvement and further needs

Client Support:

  • Provide a single point of contact for all support-related questions from clients, including technical issues, billing and payment concerns, account needs, etc.

Benefits ​

  • Competitive Salary
  • 100% paid healthcare premiums (full time)
  • Fully Remote Position

Context

  • Doubled revenue YoY last 3 years, #1 organization in psychological safety
  • HubSpot CRM
  • Organizational Values: Integrity, Competence, Mutual Respect, Communication, Initiative, Service