Ortto is a customer data, messaging and analytics platform. Since our launch, we have empowered over 10,000 businesses to grow faster with data-driven marketing automation. Ortto helps online businesses unify their customer data with their CDP (Customer Data Platform), segment key audiences across the customer lifecycle, activate these audiences with personalized, omnichannel customer journeys, and analyze their business with reporting and analytics tools.
Ortto embraces flexible work, with team members working remotely across the globe, and a head office in Sydney. Ortto is backed by great investment partners including Blackbird Ventures, Salesforce, Southern Cross Ventures, and Rembrandt Venture Partners. We are a profitable company with a big future and are looking for the best talent to join the team and be part of our long-term vision.
Position Description
Ortto Customer Success Managers partner with and ensure the long-term success of our customers. As a Customer Success Manager, you are responsible for developing and nurturing long-term relationships with your assigned customers and connecting with key business executives and stakeholders. You will liaise with customers and internal teams to ensure the timely and successful delivery of our software solutions in accordance with our customers' needs.
This position reports to the Global Head of Customer Success. While the role operates primarily on US Eastern Standard Time (EST) business hours, the candidate must be flexible and available to accommodate occasional meetings and collaboration with our HQ in Australia.
Key Responsibilities
In conjunction and with direction from the Head of Customer Success, develop strategies for CS team outcomes, including but not limited to the following:
General
Manage all post-sale customer experience for assigned customers
Partner with solution engineers to deliver agreed on solutions
Develop and maintain a deep understanding of the product and speak to customers about relevant features and ideas for their specific goals
Work closely with product management to continue to enhance and improve the product based on direct feedback from our customers
Partner with customer support & finance to facilitate smooth transitions between customer success and support tickets
Perform operational and admin duties where required and as directed
Customer Success Key Outcomes
Increase renewal rates and reduce churn
Expand customer revenue in accounts through cross-selling and up-sell, where possible
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
Drive new business growth through greater advocacy and reference-ability
Requirements
USA - East Coast time-zone a MUST
A strong sense of empathy with customers & proven track record of customer success
At least 3 years of customer-facing experience in SaaS
BA/BS degree from a University - advantageous
Demonstrated interest and experience with marketing automation technology - preferred
Ability to work independently and make decisions
Demonstrated ability in managing priorities in a fast-paced environment
Demonstrated passion for troubleshooting issues and solving problems
Excellent written and verbal communications skills
Proficient with Salesforce, Trello, Slack and other CS tech stack tools
Benefits
Salary range: $100K - $110K USD/yr
Home office set-up allowance - US$400/one-off
Home office ongoing allowance - US$400 per quarter
All team members have access to our Employee Stock Option Program (ESOP) after 12 months of employment