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Customer Success Manager

| Greater LA Area

Criteria Corp is looking for an articulate and intelligent individual to join our Customer Success team. This full-time position is based in our office in West Hollywood, CA.

Through web-based training sessions, strategic planning, and effective communication, Customer Success Managers are responsible for enhancing client satisfaction during their subscription to our service. Experience in Customer Success, Account Management, Renewal Sales, or the software industry is helpful, but above all else the person we're looking for must be incredibly bright and passionate about creating an amazing customer experience. They should be tenacious, solid individual contributors and also diplomatic, collaborative team members. Customer Success Managers earn generous commissions based on the renewal rates of their customers.

Criteria is a technology company dedicated to changing the way employers find and hire great talent. We've been ranked on the Inc. 5000 list of America's fastest growing private companies for four years running, and we've also earned a spot on Inc. Magazine's Best Places to Work in 2017.

 

Responsibilities:                                                     

  • Ensure that all customers derive maximum value from their subscription investment.
  • Understand our company's strategic and competitive position, and be an effective advocate for our product
  • Identify, analyze, and remove roadblocks to growth to ensure customer success
  • Develop success plans for each client
  • Identify and grow opportunities within each account (expansions, integrations, additional features, etc.)
  • Onboard new clients, managing all aspects of the account, user administration and provide product training based upon client specific use cases and objectives
  • Rapidly and efficiently respond to incoming customer support calls and emails
  • Provide web-based training and product implementation support
  • Persuade customers to renew annual subscriptions, maintain high customer retention rates
  • Follow up and settle all customer requests to satisfactory conclusion
  • Document all customer interactions in our CRM software
  • Drive product improvements and help inform product development initiatives by listening to customer feedback and relaying it to our product development team

Requirements:

  • Bachelor's degree
  • Be able to multitask and manage a variety of tasks throughout each day
  • Be a team player – we celebrate each other's successes
  • Understanding of web-based technologies, curiosity and enthusiasm
  • Exceptional communication and presentation skills for telephone support, demos, and training
  • Previous experience in Customer Success, Account Management, customer service, renewal sales, training or technical support
  • Solid business acumen, experience with SaaS model preferred
  • Strong organization and follow through, attention to detail

 

What Criteria Corp brings to the table:

  • Excellent benefits packages (including medical, dental, vision, life insurance, 401(k) w/ employer match, generous maternity & paternity leave policy, generous vacation time, and more!)
  • Monthly "on demand transportation" allowance for Lyft credits
  • Annual company sponsored charitable gift donation
  • We have an extensive onboarding and training program to help provide a foundation for success.
  • Subsidized gym memberships & mobile phone reimbursement
  • Open BYOD Policy: Bring your own dog to work as we are a dog-inclusive office. When you come into work you'll frequently get greeted by one of the many Dogs of Criteria (check them out on Instagram: https://www.instagram.com/dogsofcriteria)
  • Quarterly Charity/Volunteer Events (we believe companies should help their communities)
  • Stocked kitchen, cold brew/kombucha on tap, and catering twice a week (Take Out Tuesday, Sandwich Fridays, and monthly Pizza Product Meetings help us collaborate and share ideas)
  • Spacious West Hollywood office in the Pacific Design Center with panoramic views of the entire city. The office is within walking distance from Shake Shack, Tender Greens, Halal Guys, and plenty of other trendy shopping, food and drink destinations.
  • ...And a competitive salary

Since we're a pre-employment testing company, all applicants must take two of our web-based tests as part of our screening process. Click on the link to start the tests — you'll also be asked to upload your resume. Please make sure your resume contains your current contact information so that we can contact you if necessary.

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • SwiftLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • Twitter BootstrapLibraries
    • CodeIgniterFrameworks
    • ExpressFrameworks
    • LaravelFrameworks
    • Node.jsFrameworks
    • Maria DBDatabases
    • MySQLDatabases
    • SQLiteDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • BasecampManagement
    • JIRAManagement
    • TrelloManagement
    • WrikeManagement
    • WordpressCMS
    • HubSpotCRM
    • HubspotLead Gen

Location

Our office is located in the Pacific Design Center, in the heart of West Hollywood.

An Insider's view of Criteria Corp

What's something quirky about your company?

Dogs! Our office is dog-friendly; on any given day you can walk by 6-7 desks and say hello to cute friends. I have a pup myself and it's wonderful to be able to bring him into work with me, knowing he’s not home alone all day. It creates a great work environment, and after a long call there’s nothing more stress relieving than to cuddle with a pup.

Meaghan

Sales Executive

What does your typical day look like?

Come in at 6:30am (don't worry, not everyone starts this early, I work with the East Coast) and respond to any emails and free trials that came in from the day before. Although Criteria has cold brew on tap, I enjoy my walks to a local coffee shop. For the rest of the day I’m either speaking/emailing clients or working on developing the sales team.

Phil

Senior Regional Sales Lead

What makes someone successful on your team?

As a Customer Success Manager, we do pretty much anything and everything for our clients, so there is always a good amount of work to be done. In order to be successful on our team, you have to be a diligent, committed worker, willing to go above and beyond on a consistent basis.

Sabrina

Customer Success Manager

How would you describe the company’s work-life balance?

I love the work flexibility Criteria offers. Everyone in the team is extremely accommodating to each other’s needs and routine. Being a working mother, it has immensely helped me maintain a healthy work-life balance.

Priyanka

Database Developer

What are Criteria Corp Perks + Benefits

Criteria Corp Benefits Overview

Criteria offers a generous benefits package designed to help our employees stay happy and healthy.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Criteria offers 13 weeks of paid parental leave.
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Criteria's kitchen is fully stocked with snacks of all kinds. We also offer cold brew and kombucha on tap, as well as tea and coffee.
Some Meals Provided
Criteria provides catered lunches every Tuesdays and Fridays, along with pizza lunches each month during company-wide product meetings.
Parking
Pet Friendly
We have a dog-friendly office.
Recreational Clubs
Criteria has a couple of clubs, including a book club, softball team, and volunteering committee.
Fitness Subsidies
Criteria offers a fitness subsidy of $185/month for employees to use towards health and fitness.
Professional Development Benefits
Job Training & Conferences
Promote from within

Additional Perks + Benefits

Beyond the typical benefits, Criteria Corp offers a couple of additional perks. Criteria is a dog-friendly office, there's cold brew and kombucha on tap, every employee gets monthly Lyft credits, and we get a subsidy for phone/internet bills. The office itself is a perk as well - the floor-to-ceiling windows of our 15th floor office provide unobstructed views of the West Hollywood hills, Century City, and Downtown Los Angeles.

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