Customer Success Manager - Onboarding and Implementation

Customer Success Manager - Onboarding and Implementation

• Customer Success
•  FL
• Full-time

Description

Location: St. Petersburg, Florida (This is a hybrid role 3/week in the office)

 

About Us

vcita is a compact, quick-smart app that keeps you fully connected to your business, whenever and wherever you are working from. 

With vcita, you can track and perform all your daily tasks, from the "first hello"​ to the last invoice: charge and collect payments, invite clients to book you online, create branded invoices and quotes, and send SMS appointment reminders -  all in a few simple clicks, from one single app. 

Founded in 2010 by a team of four, vcita set out to change the way people turn their passions into a business. Today, as a market leader in the small and medium-sized business management space, the company has grown to a team of over 100 but remains focused on the original goal. Tailored specifically for service providers, our software continues to redefine the way they interact with their clients — by driving more opportunities from the web, mobile, email, and social with ease of use designed for the average person.

Our teams are based out of St. Petersburg, Florida, Bellevue, Washington, and Tel Aviv, Israel. 

 

About the Team

 

We are a small but mighty client success team! To match the demand for vcita, we are seeking individuals that will fit our passionate, competitive, and collaborative team atmosphere. Creating inventive solutions for our clients is ingrained in our DNA. Our most successful CSM’s are curious about the client and the product’s capabilities. They are always thinking “outside of the box” for ways to complete our client’s journey. We have a strong team-based culture as well as training and development options to make sure you have what you need to be and do your best.

 The Role

• Carry the excitement of our product through the 90-day post-sales implementation and onboarding period 
• Guide clients to ensure successful adoption, active engagement, and effective product usage
• Encourage and empower SMBs to achieve their business goals by leading online consultation calls and one-on-one onboarding sessions
• Monitor customer engagement and usage patterns to detect risks and support retention efforts
• Identify opportunities to optimize onboarding processes based on client feedback and outcomes
• Facilitate knowledge sharing and training to enhance client self-sufficiency and satisfaction
• Work with our marketing and product teams to ensure the voice of the customer is shared
• Maintain ongoing technical knowledge of the product

Your Experience & Skills

• 1-3 years of experience in Implementations and Onboarding, Sales, or Support in the SaaS industry with a focus on the SMB market
• Experience working with SMBs and understanding their day-to-day workflows
• A strong curiosity around all things technical. You love finding solutions where they might not seem obvious
• A tenacious sense of ownership and self-awareness with a positive attitude, empathy, and high energy
• Excellent communication skills: utilized with our clients, as well as delivering effective feedback to your peers and management
• Ability to take initiative and adapt to evolving go-forward strategies
• Extra Credit: 
• Experience using Hubspot, Looker, Zendesk, JIRA, HTML, and various CRM systems.
• Professional proficiency in Spanish or Hebrew

 

Benefits

• Competitive pay and stock options
• Comprehensive health benefits package- 100% of premiums paid for health, dental, vision, life and disability.  
• 50% of Dependents’ premiums. 
• 401k with employer match
• Flexible Spending Accounts
• Observed holidays, generous PTO
• Generous Parental Leave plan
•  Frequent team events and perks with a culture of collaboration, fun and mutual support.

 

Disclaimer: vcita is an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, faith, gender, gender identity or expression, sex, sexual orientation or stereotyping, national origin, genetics, age, ancestry, ethnicity, medical condition, pregnancy, marital status, partnership status, family or parental status, physical or mental disability military or veteran status, citizenship status, or any other status protected by applicable law.

vcita is an E-verify employer.