Customer Success Manager | Remote | FutureFuel.io

Michaela Noe

Hi everyone! We're growing and I'm hiring key players to build out our Customer Success organization from scratch! See details and apply below - or message me if you want to know more  


Company Description

FutureFuel.io's mission is to democratize access to student debt centric benefits as a new normal in employer sponsored benefits plans. Through our modernized platform experience, we guide borrowers to optimize their payment plan by helping them lower their monthly bill or take intelligent micro actions to accelerate their paydown. And for employers who want to help even more, we facilitate contributions directly to the student loan accounts of their employees. FutureFuel.io delivers significant borrower impact and savings by coupling learning with doing, which results in exceptionally high engagement and increased retention for our employer customers and partners. 

FutureFuel.io has raised over $26M from the world's top VCs like Salesforce Ventures, Rethink Impact, and Vulcan Capital, behind companies like Uber, Square, Spotify, Amazon, DocuSign, Alibaba, Ellevest, Dropbox, Twilio, and more. Alongside our VC partners, FutureFuel.io has been backed by giants across the insurance, financial services, technology, and wealth management space: Aflac, Fiserv, Salesforce, and UBS. Our world renowned investors are full of heart and live at the interaction of social impact, fintech, and future of work.  Our mission: eliminating more than $30 BILLION in student debt by 2027. 

Job Description:

As a Customer Success Manager, you will be a crucial part of our Customer Success organization, tasked with using your unique perspective to add value to our customers-and our company. In this full-time role, you will focus on making customers feel welcome and heard, creating advocates for our platform from Day 1. You'll have a deep understanding of our product and technical integration capabilities, own the training experience to drive quick adoption and, ultimately, set customers up for success.  It will be your responsibility to effectively manage end-to-end customer relationships and ensure that FutureFuel.io is delivering tremendous value and consistent, positive outcomes for our customers. 

The ideal candidate is a self-starter with a heavy bias for action, comfortable working directly with customers, including C-suite executives. As a remote team member, you have no problem applying project management to your everyday tasks and managing work that serves cross-functional stakeholders. You are personable and are constantly seeking to find ways to simplify complexity through the blended art of storytelling and exceptional customer service. 

What You'll Do

• Become an expert on the FutureFuel.io platform and champion of our brand, you will relish in providing our customers with that "delight" moment
• Internally serve as the voice of the customer and work with the sales, product, and engineering teams to understand pipeline and make recommendations 
• Externally serve as the main point of contact for our customers, focusing on a smooth onboarding experience and proactive, long-term relationship management
• Deliver best practices to drive quick adoption of our platform, while learning the goals and objectives of new customers and translating those needs into a tailored launch plan
• Agree on business objectives and goals with customers to build measurable success plans and set cadence of communication to deliver ROI 
• Develop new and innovative ways to share relevant data and insights that are impactful to customers and ties back to their success drivers through strategic business reviews 
• Generate excitement for new or developing products by keeping customers updated, facilitating demos and training to support enterprise-wide adoption 
• Optimize existing processes and seek to improve all aspects of the customer experience with the company
• Continually strive to exceed customer satisfaction and NPS targets
• Expedite technical and purchase-related escalations
• Document all communication with customers accurately and in a timely manner 
• Exceptional relationship builder while maintaining a sense of urgency with tight deadlines
• Foster a culture of trust, professionalism and customer advocacy 

Qualifications

• 3-5 years of experience in Customer Success, Account Management, Consulting, or Project Management 
• Preferred experience working in a high growth, high intensity startup
• Have a passion for leading and helping others, operational agility and a blend of technical and interpersonal skills
• A strong sense of empathy plus the ability to build authentic business relationships and effectively manage relational challenges 
• Influential verbal and written communication skills, including expertise in presenting to both small and large audiences, training others and developing valuable educational content
• Accountability, organization, project management, and time management skills  are essential
• Proactive, responsive, customer-first attitude with a proven track record of acting as customer champions
• Experience building, evaluating and optimizing processes in the Customer Success department
• Experience servicing institutional clients of all sizes; from start-ups to Fortune 500
• Experience supporting employee and group benefits, including retirement, health, financial wellness and/or student debt benefits
• Experience working with CRMs or Customer Success platforms a plus
• PMP, Six Sigma certifications a plus 
• A team-player with a proven track record of excelling in fast-moving environments and taking initiatives above and beyond the call of duty

 

Location

• Remote (US)

Seniority Level

• Mid level

Employment Type

• Full-time

Job Functions

• Customer Success 

JOB LINK:Customer Success Manager

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Customer Success Manager Location: Remote Company Description FutureFuel.io's mission is to democratize access to student debt centric benefits as a new normal in employer sponsored benefits plans. Through our modernized platform experience, we guide borrowers to optimize their payment plan by helping them lower their monthly bill or take intelligent micro actions to accelerate their paydown. View this on Rippling-ats >