Customer Success Specialist

Boat Planet, Inc.; St. Louis, Northern (MO, KY); Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Unlimited Vacation

Employee Stock Purchase Plan

Medical Insurance

Dental Insurance

Life Insurance

Job summary

Boat Planet, Inc. in St. Louis, MO is seeking a Customer Success Specialist to manage a book of 100-200 customer relationships, helping them achieve goals and grow with our marine platform.

You will split time between proactive deep-dive calls, health checks, and reactive inquiries about invoices or features, collaborating with sales and development to maximize retention and expansion.

Qualifications

• Experience in a client-facing/account management role.
• Strong knowledge in digital marketing.
• Knowledge of inbound marketing or the aptitude to learn it quickly and independently.
• Must be smart and business savvy with consultative, problem solving, and issue resolution skills.
• Motivated self-starter who is hungry to learn and can provide strong examples of how they have achieved results while balancing demanding expectations.
• Super organized, quick learner who works well under pressure.
• Strong negotiation skills, comfortable discussing financial options, and dealing with cancellations.
• It's easy for you to build and maintain relationships, manage expectations, and identify issues that require escalation.
• Support an on-going partner relationship to maximize acquisition, retention, and up-sell rates through partnership with the sales team.
• Ability to take ownership of challenging scenarios and bring them to resolution.

Responsibilities

• Manage 100 - 200 customer relationships with regular touchpoints.
• Proactive deep-dive calls to review progress and advise on strategic/tactical improvements.
• Share updates on new features and respond to platform questions.
• Collaborate with sales and development to ensure customer needs are met.
• Balance proactive and reactive work, including inquiries about invoices and platform use.
• Identify issues requiring escalation and drive resolutions.
• Aim to maximize customer acquisition, retention, and up-sell through partnerships.

Skills

Client-facing

Digital marketing

Inbound marketing

Consultative selling

Account management

Job description

Customer Success Specialist

Location: St, Louis, MO

As a Customer Success Specialist, you will be responsible for managing 100 - 200 customer relationships. Some of your customers will be new while others may have been using Boat Planet for several years. You will work with your customers on a regular basis to understand their goals, ensure their success, and turn them into delighted long-term customers. Along the way, you will get to know Boat Planet's platform incredibly well and polish your marketing skills.

In working with your customers, you will find that no two of them are the same. In the morning, you could be working with the owner of a boat detailing company about how to take before and after pictures. In the afternoon, you could be sharing a quarterly report with the CMO of a large marina and pitching the opportunity to expand into other markets.

Your day-to-day is a mix of proactive and reactive work, and CSS's have a lot of autonomy in managing their "book of business". The proactive work includes pre-scheduled deep-dive calls with customers, where you review their progress, make strategic and tactical recommendations, and keep them up to date on the latest and greatest features from Boat Planet. The reactive work runs the gamut from questions about invoices, to "how to" questions about the platform, to conducting health checks that ensure your customers are seeing value from the product. You will also partner with the sales and development team to get your customers the support they need when they need it.

If you're stimulated by problem-solving - whether it's a business or technical challenge - this is the role for you.

Required Experience

• Experience in a client-facing/account management role
• Strong knowledge in digital marketing
• Knowledge of Inbound Marketing or the aptitude to learn it quickly and independently
• Must be smart and business savvy with consultative, problem solving, and issue resolution skills
• Motivated self-starter who is hungry to learn and can provide strong examples of how they have achieved results while balancing demanding expectations
• Super organized, quick learner who works well under pressure
• Strong negotiation skills, comfortable discussing financial options, and dealing with cancellations
• It's easy for you to build and maintain relationships, manage expectations, and identify issues that require escalation
• Support an on-going partner relationship to maximize acquisition, retention, and up-sell rates through partnership with the sales team
• Ability to take ownership of challenging scenarios and bring them to resolution

What are the benefits?

• Unlimited Vacation
• Employee Stock Purchase Plan
• Comprehensive benefits package (medical, dental and life insurance)

About Boat Planet

Boat Planet connects marine businesses with the largest community of boat owners, anywhere. Thousands of marine businesses use our platform to build trust with potential customers, showcase their work, and grow their business. It's our mission to not only help them grow but to help them grow better. That's how we'll build a company that is at the forefront of innovation in the marine industry. We're also building a company culture that empowers people to do their best work. If that sounds like something you'd like to be part of, we'd love to hear from you. Visit our careers page to learn more about the culture and opportunities at Boat Planet.