Customer Success Lead (Remote)

Basic Traits:

• You genuinely like talking to people, and they like talking to you.
• Getting on a call with a stranger energizes you instead of draining you.
• You run toward problems.
• When a client is unhappy, you are already on the phone before anyone asks you to be.
• Nothing intimidates you.
• You can deliver bad news, hold your ground, and still end the call with the client trusting you more than before.

Company Overview:

• We manufacture and sell backyard offices in the US. More info:

minioffice.co

Job Responsibilities:

• You will join the Fulfillment team and own the entire client experience from "I bought a pod" to "I just referred my neighbor."
• A Mini O pod is a big purchase that takes weeks to arrive, and your job is to make the wait feel as good as the product.
• Guide each client through the production and installation of their pod.
• Resolve all questions.
• Proactively call every client at least once a week to share progress and build a relationship of trust.
• Resolve after-sales issues for both new and past clients.
• Drive post-installation engagement: request video testimonials, offer referrals, get them to become hosts.

Success Metrics:

• Customer survey: 100% of clients are happy with Mini O and with you.
• At least 80% of clients served refer someone who buys a pod.
• At least 80% of clients stay involved with the brand: as hosts, with a testimonial, and/or as referrers.

Weekly Reporting:

• Update on high-risk clients (conflictive and/or tricky customizations).
• Detailed report on VIP-flagged clients.
• Update on installations done last week.
• New testimonials and new hosts from last week.

Key Competencies:

• Ownership.
• Active listening.
• Problem solving.
• Extreme self-confidence.