simpleshow, the global market leader for explainer videos, is looking for a Customer Success Manager (CSM) to join our team. Our CSMs partner with Enterprise/Fortune 5000 clients to maximize their experience with our video maker software and associated services, ensuring that the client sees value and ultimately renews.

Our award-winning software clients include Google, Facebook, Netflix, Dell, Mercedes Benz, J&J, Netflix, and hundreds more. These clients will look to you for inspiration to better communicate through video with their colleagues and become an Explanation Expert™.

 Wondering how it works? Check out https://videomaker.simpleshow.com for more details.

About this role:

Simply put, our Customer Success Managers serve as the primary point of contact throughout the client relationship. 

Our CSMs conduct client onboarding, host regular status meetings, respond to ad hoc support requests, facilitate the contract renewal process, and provide ridiculous customer service. All while positioning the value of video maker and highlighting ROI.

simpleshow's CSMs also serve as the client advocate internally, communicating client expectations to the product team, coordinating resources from our full-service Creative team, and appropriately escalating potential concerns to leadership.

This fully remote opportunity supports our US operations based in Miami, Florida. Assigned accounts will be determined based on a candidate's experience and location. This role is open to applicants based anywhere in the continental United States.

In this role, you can expect to:

• Build trusted relationships with customers and help them get the most out of the product. This includes but is not limited to answering technical and content-based questions by telephone, video-conferencing, or webinars

• Train our clients to become explanation experts, empowering them to simplify their message and get the most out the simpleshow video maker software

• Remain up to date on client usage data and health

• Own the client and renewal opportunity data in Salesforce, ensure data accuracy, and manage the renewal process in partnership with the assigned Sales Manager

• Responsibility for license retention metrics, with a goal of securing 80%+ renewals of assigned client accounts

• Master the art of managing multiple projects at a time while respecting different deadlines

• Provide ‘ridiculous customer service’ - we care about our clients and their experience, and our CSMs become trusted advisors in their communication needs

• Stay up to date with the latest features and interface enhancements that will benefit the client

• Provide creative writing and visualization support for video project creation

We're looking for someone who has:

• Experience working in a client-facing role, namely as an account manager or experience in customer success, or another closely related position

• Experience managing, negotiating, and closing account renewals

• A proven record of driving customer satisfaction and enhancing the client experience

• Working knowledge of software and SaaS products, ability to learn new software platforms and functionality quickly

• Ability to train others effectively and engagingly using virtual facilitation best practices

• Experience managing a variety of client needs and consulting clients across industries

• Bachelor’s degree or equivalent professional experience

• Excellent time management skills, ability to be diligent, self-motivated, highly organized, and the capability to work independently (yet collaboratively) and in a fully remote setting

• Ability to operate in an ambiguous, fast-paced work environment, have an agile working style, positive attitude, and professional demeanor, open to adopting evolving simpleshow practices and technology

• Strong computer skills, proficiency in Google Workspace, and an aptitude for learning new tech; prior knowledge of SalesForce (or other CRM) is preferred

Nice to haves:

• Experience working with a Customer Success Management platform/software
• Knowledge of Learning & Development trends and experience working with L&D, HR, Communications, or Training departments
  

Does this role sound like a match?

Apply Now by clicking “I’m interested,” submit your resume, and complete the online form. From there, we will review your application and contact you if we see a potential fit!

Our hiring process:

We have structured our Interview process to provide multiple touchpoints with members of our team. This allows you to showcase your skills while we get to know you as a person and a professional. Along the way, you’ll learn more about simpleshow, our teams, and the details of this opportunity.

As we are a remote-first company, our recruitment process is also entirely remote, utilizing video conferencing (Zoom or Google Meet).

• Initial Interview with our Talent Acquisition Manager (30-45 mins)

• Interview with the hiring manager, our Director of Customer Success (45-60 mins)

• A Mock Training/Demo & final interview with the Director and another member of the CSM team (60 mins)

  • At this stage, we’ll set you up with an Enterprise license of simpleshow video maker to become acquainted with the software and prepare for the training (more details will be shared if candidates reach this stage)

  • The gist of the role-play will be to see first-hand your communication style, ability to engage an audience in a virtual training setting, and technical savvy.

• If all goes well, we proceed to a reference check and offer stage.

Our targeted Base Salary Range for this position is $55,000 - 70,000. This role also has a commission/bonus structure tied to performance metrics. This range is not a guarantee of compensation or salary. Various factors determine compensation; a starting salary could fall outside this range. Actual salaries will vary depending on, but not limited to, experience, specialized skills, internal alignment, and working location. This range is for candidates located in the U.S., including the New York City metro area.

At simpleshow, we strive to hire and nurture exceptional talent globally. Base salary is just one component of simpleshow’s total rewards. We offer a wide range of benefits and perks that appeal to the variety of needs across our diverse employee base. Other rewards vary by global region and may include commission pay or bonuses, paid time off, 401k match, well-being resources, and more!

Additionally, simpleshow reserves the right to conduct background and reference checks as part of our hiring process, likely during the offer stage. Generally, this includes a professional reference check. Specific roles may also require a more detailed criminal and background check, if necessary, due to the nature of the position.

Read on to learn about everything simpleshow USA offers its employees.

Benefits:

• Competitive salary + commission plan

• 15 days of PTO (+1 additional day for each year worked), sick time as needed

• 401k plan with 4% matching employer contribution (dollar for dollar, immediate vesting)

• Comprehensive healthcare benefit options (medical/dental/vision and other supplemental insurance plans)

• Paid maternity/paternity/adoption leave

• Plus, company-paid trips to sunny Miami, FL, for Sales meetings (usually bi-annually) and other incentives throughout the year!

How we support our team:

• Thorough Onboarding & Training: We will train you to become a skilled explainer of our products, empowering you to sell them as effective solutions for business communication

• Sales Tech Stack: you'll be equipped with sales prospecting tools to help you grow your client base and explore new sales opportunities, including Salesforce, SalesLoft, LinkedIn Sales Navigator, and ZoomInfo, to name a few

• Marketing Resources: Our sales team is supported by a US-based marketing and communications team that provides compelling marketing assets and materials to gain brand awareness and pique prospective client interest

• Ridiculous Customer Service: We take care of our clients. After the sale, we have experienced Customer Success and Project Management teams who ensure our clients' 100% satisfaction. We are successful because our clients keep returning to refer us to their colleagues, family, and friends. Get us in the door, and we'll help keep it open!

• Modern Workplace Culture & Flexibility: We like to have fun when we are working, get creative, and are a talented team that appreciates work/life balance

More About Us:

Founded in 2008, simpleshow is the market-leading SaaS platform for explainer videos.

No matter what you need to explain, simpleshow uses proven strategies (and some AI power) to help you simplify your message so everyone can understand. With just the click of a button, artificial

intelligence magically turns your text into an animated video.

The platform brings together digital video solutions and services that enable users to create professional, branded videos in simpleshow video maker, work on custom projects with our creative team, and even develop interactive experiences. Available in over 20 languages, the platform helps users create simple and effective communication.

With offices in Berlin, Luxembourg, London, Miami, Singapore, Hong Kong, and Tokyo, simpleshow is trusted by Fortune 500 companies all over the world.

Learn more about the simpleshow team and how it all started!

Why you’ll love simpleshow:

At simpleshow, we like having fun, getting creative, and rewarding entrepreneurial thinkers. We are a talented team that appreciates work-life balance and believes in camaraderie and growing together. A happy team is a productive team, and we want all our employees to enjoy what they do and have fun doing it!

We will train you to become an Explanation Expert and a skilled explainer of our products. You’ll be empowered to use them and explain our solutions confidently. We take care of our clients. Our Customer Success and Project Management teams ensure our clients 100% satisfaction. We are successful because our clients keep returning and referring us to their colleagues, family, and friends!

simpleshow USA Corp is an equal-opportunity employer. We're committed to building an inclusive team that welcomes a diversity of perspectives, people, and backgrounds regardless of race, color, national origin, gender, sexual orientation, age, religion, disability, citizenship, veteran status, or any other protected status.