Customer Success Lead
Remote
Product – Customer Experience /
Full-time /
Remote
Archive is a technology company that builds digital community marketing infrastructure and automation for e-commerce merchants. Businesses of every size—from new startups to household brands—use our software to harness the content and creativity from their communities and make their digital marketing more cost-effective. We currently have two products:
Archive App is the only Shopify App that automatically detects & saves Instagram posts, stories, and reels your brand gets tagged in.
Archive Communities is a service that builds & scales nano-influencer communities for consumer brands.
Archive is building a world-class team led by successful serial entrepreneurs with Stanford computer science backgrounds.
Archive has raised over $12M from Tiger Global, Stripe, Human Capital, Battery Ventures, Lux Capital, Anti Fund, and over 50+ founders & executives at companies like Attentive, Brex, and Ramp.
Responsibilities
- Maintain a positive, sensitive, and professional attitude towards customers;
- Upselling additional products and features to existing SaaS customers or free users to paid users;
- Promptly respond to customer requests;
- Communication with customers through such channels as Front and Intercom;
- Reception and consideration of customer claims;
- Communication and coordination with the team;
- Keeping records of customer reviews and complaints. Provision of information regarding bugs, feature requests, pain points, and other feedback to the team;
- Providing feedback on the effectiveness of the customer service process;
- Guarantee customer satisfaction and provide professional customer support;
- Build and maintain help center self-service documentation and contribute to product updates;
- Understanding and resolving technical problems (e.g communicate the problems to the engineering team, and communicate back to the customer).
- Analytics and product insights;
- Defining process & documentation. Understanding of customer success infrastructure (e.g. setting up Front for managing tickets, self serve landing, cross channel support, product updates and education, reporting).
Basic Qualifications
- 3-5y of experience doing customer success for a SaaS product;
- EST-based remote;
- Fluent written and verbal English communication skills;
- Can work with modern marketing/customer success stack;
- Good technical problem-solving skills;
- Ability to synthesize customer insights;
- Ability to analyze and improve CS processes.
Preferred Qualifications
- Experience managing a team;
- Experience working with Shopify and/or consumer brands;
- Experience with demo product & upsell features;
- Culture fit - Grit, Curiosity, and Self Awareness;
- Experience participating in user research.
