Customer Success Specialist for CleanMyMac Business

MacPaw is a software company that develops and distributes software for macOS and iOS. Today, we have 20 million active users across all our products.
At MacPaw, we believe humans and technology can reach their greatest potential together.
MacPaw is proud to be Ukrainian. The support and development of Ukraine are significant parts of the company's culture. MacPaw gathers open-minded people who support each other and aspire to change the world around us.
We're all about making Mac users' lives easier. We create apps that simplify and improve the digital experience, and we're looking for someone passionate about customer success to help our CleanMyMac Business users get the most value from it.
As a Customer Success Specialist, your role will be to build strong relationships with our key clients through successful onboarding and training, keeping them updated on the latest features to ensure their satisfaction with the product and maximize retention.
In this role, you will:

• Build an effective communication strategy with key accounts, strategic clients, and low-priority clients. Execute and maintain it to improve customer experience.
• Conduct periodic Client satisfaction surveys by developing satisfaction framework and measurements, taking interviews, and collecting and analyzing feedback to improve clients' experience and product success.
• Based on communication experience with clients, identify their needs, evaluate possible ways to address them, and provide insights on client-to-business interactions to Product/Marketing teams to drive sales by influencing product upgrades.
• Keep clients informed on the latest product updates, identify and propose ways to fully utilize the product, and expand the customer base through upselling and cross-selling.
• Keep track of when renewals are due, contact clients, and schedule meetings to ensure everyone is in place to negotiate a successful renewal.

Skills you'll need to bring:

• 1+ years of experience as a Customer Success or Account Manager in B2B SaaS.
• Impeccable English - not less than Advanced Level.
• Experience in business communication via different channels: e-mail, chat, video, etc.
• Be result-oriented with an understanding of KPI/OKRs and how they fit.
• Have a good level of empathy and passion for customer success.

As a plus:

• Experience with Salesforce, HubSpot, Pipedrive or similar CRMs.
• Experience with Apple Mac platform/software.

What We Offer

• We are a Ukrainian company, and we stand with Ukraine against the russian aggression
  
  • We maintain workplaces for the mobilized Macpawians and provide financial support to colleagues or their families affected by the war. Here , you can also read about the MacPaw Foundation, which intends to help save the lives of Ukrainian defenders and provide relief to as many civilians as possible.
• We are committed to our veterans
  
  • Our Veteran Career and Empowerment Program is designed to ensure our veterans and active military personnel receive the recognition, support, and opportunities they deserve.
• Hybrid work model
  
  • Whether to work remotely or at the hub is entirely up to you. If you decide to mix it, our Kyiv office, which works as a coworking space, is open around the clock. The office is supplied with UPS and Starlink for an uninterrupted work process.
• Your health always comes first
  
  • We guarantee medical insurance starting on your first working month. For those abroad, you can receive a yearly Medical insurance allowance as compensation for managing your medical expenses.
• Flexible working hours
  
  • You can choose a schedule that is comfortable for you. No one here tracks your clock in/out because MacPaw is built on trust and cooperation.
• Space to grow both professionally and personally
  
  • Education opportunities to grow both hard and soft skills, annual development reviews, and internal community.
• Teams we are proud of
  
  • We build honest, transparent, and reliable relationships within teams. Every Macpawian can improve processes and implement their ideas. We encourage open and constructive feedback and provide training for Macpawians on giving and receiving feedback.
• Office designed for people (and pets)
  
  • Our office has it all: a spacious workplace with enough room for sitting up, lying down, and running around; a gym for recreation; cozy kitchens; a sleeping/meditation room; and a terrace with a view where we throw summer parties. Also, we have two cats living in the office, and you are welcome to bring your pets to the office (we have separate floors for cats and dogs).
• Time-off policy that covers life's needs
  
  • Convenient personal time-off policy to help you take care of essential matters in your personal life, and parental leaves. On top of all that, sabbaticals are open after 5 years of being with MacPaw.
• Join social initiatives with MacPawCares
  
  • MacPaw participates in numerous humanitarian aid and charity projects across many fields, and you are welcome to jump in to make the world a better place.
• We're an equal-opportunity employer. Here is a safe place for applicants of all backgrounds
  
  • We are hiring talented humans. Meaning with all our variety of backgrounds and identities, including service members and veterans, women, members of the LGBTQIA+ community, individuals with disabilities, and other often underrepresented groups. MacPaw does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
  • Some benefits are under development, and new adjustments are possible.