Senior Customer Success Specialist (ButterCMS Team)

About Us

A modern alternative to WordPress, ButterCMS is bettering the way teams build websites and apps.

We’re a SaaS startup that delivers value to Developers and Marketers through a headless, API-based CMS (Content Management System) and blogging platform. Butter is a developer-friendly CMS that enables developers to build modern apps while also providing their marketing teams with the tools needed to make website content updates. Our Software Developers and Marketers customer base comes from a widely varied set of industries.

We are part of Tiugo Technologies, a launchpad for new developer platforms, helping software companies accelerate growth, increase operating efficiency, and scale their business. Tiugo contains a suite of brands that are API-first, market-leading developer platforms focused on content creation and digital collaboration. Tiugo’s current family of brands includes CKEditor, TinyMCE, ButterCMS, and Uploadcare.

Together our products have powered millions of software applications and websites. Enabling content and communication in everything from Microsoft to NASA, you might not know our name, but you’ve probably used our software.

Your Role

This role is responsible for managing inbound messages from all of our customers as well as maintaining their own book of business. 

To support our global users and collaborate effectively with the US team, this role will work adjusted hours. Candidates should expect to work 10am - 6pm CET. 

Breakdown:

• 20% Chat/Email support for the ButterCMS Userbase
• 30% Admin Tasks/Projects
• 30% Customer Calls
• 15% Call preparation/planning/Follow up
• 5% Internal Meetings (1:1’s, Team Meetings, Product Feedback, Trainings) 

Key Responsibilities:

• Manage and respond to inbound customer support messages and emails via intercom.
• Driving customer success by aligning with customer goals throughout the organization by monitoring relevant customer metrics goals and keeping account overviews.
• Communicating with customers based on segmentation and business approach (low-touch, tech-touch, high-touch).
• Conducting onboarding, implementation, and training sessions as required.

To be successful in this role you need the following:

• Experience on Content Management Systems platforms and/or SAAS.
• Proven track record in managing portfolios worth over $1M.
• Proven track record working in the full CSM cycle: from implementation and onboarding, to renewals, retention, upselling, and cross-selling.
• Proven track record of maintaining NRR at 105%

Why join us:

Our people are a huge part of what makes Tiugo a great place to work! Aside from a great team, some of our benefits include:

• Annual financial bonus depending on the company’s performance
• Flexible schedule and fully remote work
• Professional development resources
• LinkedIn Learning access
• Extra leave for Tiugo Day - our company’s foundation day and your birthday
• English lessons with a native speaker and an online language platform where you can learn English, Spanish, and German
• Access to a mental health and well-being platform with 24/7 dedicated psychological support
• Private medical care (Enel Med or Medicover) and Multisport card
• 2 weeks of paid parental leave for our contractors