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Customer Success Manager

About Balluun

Balluun is on a mission to transform B2B commerce. Our innovative, multi-tenant SaaS platform powers industry-specific “domains” - B2B social marketplaces - where subscribers (wholesale suppliers and retail buyers) can discover, connect, and transact. We partner with trade associations or trade show organizations to launch each domain with a highly qualified member base, and apply a scalable model to grow members and revenue of each domain.

Our SaaS product seamlessly integrates social media and e-commerce features, and spans across web, and mobile apps. It is a truly unique product that offers fascinating potentials in terms of innovation and growth.  

Job Description

Balluun is looking for passionate Customer Success Managers who can make a direct connection between a customer’s business needs and the Balluun’s solution. This involves determining the appropriate use cases, helping customer’s in their use of the product to drive key processes, linking the changes in business metrics (KPIs) to usage, and ultimately ensuring that customers continue to derive value.

As a Customer Success Manager, you will be responsible for onboarding and retention of your portfolio of customers after the initial subscription sale. You’ll educate customers about new functionalities, best practices, industry developments and increase the value Balluun platform delivers to their organization.

Responsibilities

  • Manage onboarding of new customers, driving them quickly to first value, and assisting with discovery and configuration as needed.
  • Nurture paid subscribers via periodic assessment, messaging and checkpoint
  • Support Inside Sales team during acquisition and trial.
  • Maintain high customer renewal rates.
  • Drive customer advocacy - references, case studies
  • Partner with cross-functional teams: work with Product Management, Support, and Engineering to translate Customer business needs and product feedback into new solutions.

Requirements

  • 3+ years of customer service experience
  • Tenacious, goal-oriented, motivated individual
  • Quick problem solving capabilities and technological savvy
  • Exceptional verbal and written communication skills
  • Ability to work in cross-functional, collaborative environment
  • B2B and/or SaaS experience a big plus
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