Customer Success Specialist

SocialPilot is looking for a Customer Success Specialist to join our team. You will build meaningful SaaS products in the Martech space that the customers love. You will be part of a highly collaborative group of creative problem solvers with a passion for innovation. In this role, you will collaborate with cross-functional product teams, including UX and UI designers, product managers, engineers, customer success managers, and marketing managers. 

This role is full-time, Remote

What you will do

• Help customers understand SocialPilot as a product.
• Understand the use-cases customers are trying to fulfill. Understand their workflows. Suggest workarounds where possible.
• Inform the product team about gaps in the product and potential ways to get better. Help them prioritize what you know is important for our target customers. Even make a fuss if that’s what it takes.
• Track product usage for our priority customers and intervene as needed.
• Be that person who connects the product, design, engineering and marketing teams with the customer.

What are you like

• 2+ years of experience in any customer facing role OR any real evidence of customer empathy. Understanding of product principles is a bonus.
• By far the most important: excellent written communication skills. You should be able to understand, break down, and describe problems and solutions at length without needing to use ChatGPT.
• Open to working in a hybrid shift with an overlap in hours with US time zones.
• A sense of humor.

About SocialPilot

SocialPilot empowers over 12,000 agencies and SMBs to manage their social media publishing, analytics, and social engagement while collaborating with their team and clients.

We’re a high-growth bootstrapped B2B SaaS company with healthy profitability and a solid runway.

SocialPilot is nominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category.

Our impact so far

• Helped 12,000+ marketing agencies and SMBs across the globe
• 5 billion+ social media posts published
• One of the fastest-growing SaaS companies in India as listed by Inc 42
• Ranked as a “Leader” consistently by G2, Capterra, SoftwareSuggest, and TrustRadius
• Nominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category
• Named as the Top 10 Bootstrapped Startups in India
• Consistently ranked as a “Great Product” consistently by G2, Capterra, and TrustRadius
• Officially a Great Place to Work^TM - Certified startup
• Rated by YOUR STORY as the Number 1 social media scheduling tool

What we believe in

• Customer Obsession: We put customers first while making decisions and planning future goals
• Ownership: We believe in taking ownership of areas that we’re working on. We own up to our – successes and failures. Moving the needle matters more than just busywork
• Relentless: When it comes to creation & innovation, we stop at nothing. We might fail at the first attempt, but we rise back fast to try again.
• Nimbleness: We respond rapidly to changing circumstances and customer needs
• Collaboration: Our collaboration efforts extend to our partners and customers along with our internal team. We are stronger together.

Why join SocialPilot?

• Complete transparency on strategy, business metrics, key performance indicators, and major initiatives across the organization
• No micromanagement: Own up your work and be accountable without the need for close supervision.
• Great team: Work with a great team with diverse backgrounds from world-class organizations
• Personal growth: Design a personal learning plan and utilize organizational resources to achieve the goals.
• Best in class health and medical benefits
• Profit-Sharing Plan: We reward our high-performing employees by actually sharing profits with them. The profits for the year 2021 were shared with the team in the final week of December
• Staycation: Every year, choose anywhere in the world to stay for a month; we will take care of the expenses!
• Open Door Policy: Strong communication and transparency go a long way in creating stress-free workplaces. Got a question? Just ask the right person without any bureaucracy
• Zen-like Workspace: A modern, aesthetically pleasing workspace with an all-inclusive cafeteria and dedicated conference/meeting rooms if you decide to work from the office