gainful.io

Job Description

COMPANY INTRO

Giftbit. Simple, remarkable rewards.

Giftbit makes it easy to manage digital rewards and incentive programs. We offer a web application and API that allows businesses to customize, automate, and track rewards. Learn more at www.giftbit.com.

Giftbit’s powerful platform and compelling customer experience are made by our dynamic team. To guide our actions, the Giftbit team has defined eight cultural principles that help us in our daily work and decision making. What we do is who we are. Learn more about these principles here.

THE ROLE

As the Customer Success Lead, you will oversee the growth and satisfaction of existing Giftbit customers. You will advocate for them to help Giftbit deliver a remarkable experience measured by NPS, retention, and CSAT. This role works closely with other stakeholders in Customer Experience (marketing, onboarding, and support). So, you will inform the overall CX strategy and provide critical input to Giftbit’s product team to inform roadmap. You will be the primary relationship holder to Giftbit’s largest customers and will turn more of our happy customers into promoters. This role reports to the Head of Marketing and oversees the Customer Support team.

WHAT YOU’LL DO

• In partnership with marketing and onboarding, you will help to unlock the story for more growth through case studies, testimonials, and reviews.
• Own automations for nurturing and engagement by:
  • Identifying opportunities and creating engagement campaigns
  • Creating messaging based on vertical streams and success activity goals
  • Identifying contact behaviour using automation tools
  • Using customer scoring to help us get more evangelists.
• Manage the contact database through list segmentation, property tagging, lifecycle stages, contact vs company etc.
• Maintain accounts through building a rapport with key customers for growth and retention, identifying emerging key customers and intentionally nurturing them.
• Own key metrics for role (growth, retention, and churn).
• Oversee the support team to deliver a great customer experience.

WHAT YOU CAN BRING

• Customer Success experience for a B2B product
• Enthusiasm and motivation. You are self-driven
• Good judgement and ability to make a difference in ambiguous situations
• Blend of empathy and storytelling
• Strong written communication
• Foundation for effectively leading an ancillary team
• Proven ability to understand customer’s individual motivation and success, as well as those of their business
• Healthy respect for clean data

EXTRAS WE’D VALUE TOO

• Knowledge and experience with automation tools and CRM (especially Hubspot and Intercom)
• Previously responsible for a metric that can be mapped to success in this role (retention, customer growth, churn, NPS, CSAT)
• Past experience with account management
• Experience with email and chat marketing campaigns
• Previous management experience
• A history of speaking with customers via phone or video chat

OPPORTUNITIES AT GIFTBIT

One of our 8 Cultural Principles is adopting a growth mindset. We invest in the professional development of our team. You will have opportunities to grow your skill and perspective with education, conferences, and relevant training.

Work at Giftbit is meant to support success and prosperity in the fullness of your life. We promote holistic self-care and health. We support flexible workspace options. We celebrate the diversity of people’s strengths in an inclusive team environment that embraces learning and improvement.

Financial compensation at Giftbit rewards growth, performance, and teamwork. We pay people based on experience and proficiency to clear industry benchmarks and market standards. The salary range for this role is $80,000-$100,000, depending on candidate experience.

YOUR APPLICATION

We welcome candidates living in Canada to apply. Giftbit is a diverse team of people who mainly work in the Pacific time zone. We require resumes and cover letters to be submitted by each candidate. All candidates will be considered in a fair and inclusive process. Only candidates selected for interviews will be contacted.