Customer Growth Specialist

Customer Growth Specialist

at CommentSold

United States – Remote

Welcome to CommentSold

CommentSold is the North American leader in live selling technology (ranked by G2), enabling over 7,000 small to mid-sized retailers with live-selling tools, generating 147M+ items sold with $3.5B+ in lifetime GMV. CommentSold’s technology continues to provide small businesses, mid-sized brands and retailers with best-in-class solutions for delivering engaging live video commerce experiences. Recent innovations from the company include their lightweight video commerce plugin technology, Videeo, which allows any retailer or brand the ability to embed and go live with engaging, branded live video commerce experiences within days by easily integrating into their existing e-commerce stack.

For more information, please visit CommentSold.com or Videeo.live

Customer Growth Specialist

As our Customer Growth Specialist, you will cultivate and grow relationships with our existing customer base. Through regular engagement, business consulting, and product education, you will help our customers best utilize the CommentSold platform to grow and scale their businesses.

In this role, you will

• Coach customers to grow their business by partnering with them on goal development, and providing data-based, tailored, and structured recommendations to achieve those goals
• Serve as the main point of contact for our customers to build trusting and lasting relationships with the customer and their stakeholders, navigating organizations to identify key decision-makers
• Be meticulous about maintaining expert-level product knowledge and keeping our customers informed of feature changes and updates, as well as potential errors or outages
• Host webinars, training, and ongoing success tutorials as needed
• Run reviews with all clients: identify areas for improvement, including opportunities for product adoption and implementing new CommentSold features, and make clear recommendations for building high customer satisfaction
• Identify churn risk and take proactive steps to eliminate
• Configure our software to ensure it meets the customer’s workflow needs
• Serve as the voice of the customer to communicate and collaborate cross-functionally to drive product improvements that better serve our customer base
• Own the growth of your customers by meeting or exceeding 100% of your quota regularly and maintaining SLAs
• Demonstrate an in-depth understanding of e-commerce trends
• Contribute actively to the CommentSold internal knowledge base of best practices

If you’re right for this role, you

• Have 3-5 years of Account Management experience, supporting large and/or complex accounts preferably in a SaaS environment; relationship management is your strength
• Have experience providing customer value and driving retention; you should be merchant-focused in all that you do
• Enjoy working closely with customers to ensure complete satisfaction
• Have experience or training in managing small to mid-sized projects; you’ll be working with 200+ merchants and their big-picture strategy
• Have experience in eCommerce (understanding of acquisition, conversion, retention); our merchants will look to you as an expert source of advice
• Enjoy providing a high-touch user experience, talking about technical concepts, have great analytical skills
• Can empathize with users and quickly grasp the issues they’re facing
• Enjoy solving open-ended problems
• Love constantly learning about a changing technical product, even when it’s a little out of your depth
• Have solid communication skills both written and oral, and be able to communicate complex concepts clearly
• Have excellent analytical and data manipulation skills (Excel, Google); enjoy leveraging data to make decisions and get to the root cause of customer needs
• Are self-motivated, resourceful, competitive, over-achiever who does whatever it takes to get the job done
• Have the ability to travel up to 10% of the time
• Have the willingness to be available to your top customers outside of normal business hours when needed
• Have familiarity with Salesforce, Totango, Zendesk, Slack, and other SaaS tools preferred

Base Salary – $56,000 – $70,000 (Depending on experience and level; Variable comp and bonus eligible)

This role is full-time, remote (US only)

Join CommentSold

At CommentSold, you can work from anywhere in the United States thanks to the power of the internet – we put extra effort into our remote culture to ensure we exceed the engagement we all need. We value our team and show that through competitive salaries and bonus opportunities. Health, dental, vision, and life insurance are available to all full-time employees.

We’re creating a space for equality across the board, and we support folks of all identities and lifestyles in everything we do. Join CommentSold to live your best life we’re always excited to grow our team’s perspective. #lovewhereyouwork

Competitive Compensation: We want every team member to be rewarded for their value and feel secure in their financial wellness. We conduct market analysis to ensure fairness and continued growth. We also offer bonus opportunities to reward folks for their contributions to our collective success when our company does well.

Vacation, Holidays, & Sick Time: Designed to give you flexibility and balance, we offer full time, exempt employees unlimited vacation policy. We observe 9 annual holidays along with an end-of-year, weeklong winter break, and a sick time policy.

100% Match 401k: We encourage investing in your financial security by matching contributions dollar-for-dollar for up to 3% of your annual salary, vested immediately. Option to enroll as soon as you join the team.

Health, Dental, and Vision: We offer 100% employer-paid health (Cigna), vision (Principal), and dental (Principal) insurance. With extensive provider networks and plan options for different coverage needs, our team is well taken care of!

Unlimited Virtual Care through First Stop Health: Coverage offers a range of support, from medical to mental health needs.

Paid Parental Leave: When you welcome a new child to the home (by birth or adoption) we support up to 12 weeks leave for primary caregivers and 4 weeks for secondary caregivers to bond with their child without worrying about financial stability.

$1200 Work Well Allowance: We provide the essentials, but to ensure you have a comfortable, productive workspace each full-time employee gets a $1,200 annual allowance for expenses like coffee, internet, and co-working fees.

$500 Be Well Allowance: Everyone invests in their mind and body differently, so we provide a $500 annual allowance to spend on your wellness needs as you choose (think: new running shoes, gym membership, mental health, etc.).

We love our values

We’re building a community, our chosen circle, around a set of values that guide how we work and interact with the world around us. Our cultural norms at work can’t be turned off when the computer’s away — we live these in every part of our lives. Our team isn’t for everyone, so if you’re right for it, the following values should resonate strongly with how you live your life.

“Don’t Be An Asshole”: We’re intolerant to bad vibes, and genuinely love where we work (and want to keep it that way). We choose our fam by looking beyond a skillset – because roles can change – and surround ourselves with folks we want to spend our lives with.

“We Really Like Smart People”: We aim high and hire smart people to get there — folks that use logic and critical thinking to make the best decisions. We look beyond the problem and quickly build context to come to the right solution; our ever-changing and high-pace environment requires a team of great autonomous thinkers. +

“Got It”: When we say got it, our team knows we’re owning it, we’re following through, and we’ll deliver beyond expectations. Put the effort into figuring things out yourself (hey, we’re all busy), and actively collaborate if you haven’t Got it; ownership also means knowing when to seek help and to never suffer in silence.

“We Work To Win”: We’re a rare team of folks that genuinely love to work hard because we know that putting in the effort gets the win — we’re the people that started our careers at the lemonade stand. Not at all costs, but we give it our all because our customers are hustling to grow their businesses, and the hustle’s more fun when we’re winning together.

“Unrelenting Feedback”: We collaborate for more than the high-fives (although they’re pretty great), and our team thrives on timely and direct feedback. There’s no hesitation in being direct; since we’re surrounded by smart people, we embrace thoughtful and challenging perspectives.