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Platform Success Manager (USA)

United States
Posted on Wednesday, August 18, 2021
Company Overview
Activate your customer support data to unlock a faster, smarter CX team.As businesses scale, customer support often becomes more difficult—thanks to data silos, team silos, volume surges, and a reliance on qualitative feedback. At Lang, we believe it should be the opposite. We’re on a mission to make great customer support easier as you scale, not harder. The Lang platform reconciles common issues by helping teams auto-tag and categorize any customer interaction point, giving them the ability to structure data, automate, and collaborate more efficiently. We’re here to help businesses get more out of their customer data, and more out of their support team.
The company works with some of the fastest-growing companies in the US like Hippo Insurance, Freshly, Ramp, Pair Eyewear, Rue Gilt Groupe, as well as international companies such as Caixabank, Vodafone and Más Móvil.
The US team is distributed with hubs in New York and San Francisco. Our main language of communication is English but much of the team is fluent in second and third languages.
Our core values are:
We’re committed to building a culturally diverse team and strongly encourage you to apply regardless of your location, background, race, gender, sexual orientation or any other personally defining attribute. We encourage every person who is interested to apply. So take the leap! Even if you don’t match 100% of the job description, you might just be the perfect person for one of our open roles.
About The Job
We are looking to expand the Platform Success Team with a driven Platform Success Manager that wants to join a fast-growing startup. As one of the first members of Lang Platform Success Team, your work will have a direct impact on the company's growth and help us meet our ambitious vision to become a category-defining company for Service Automation.
What You Will Do
Your main goal will be to train Lang users to become experts in the platform, after you become an expert yourself, of course! Once customers are onboarded, you’ll become advocates for your customer by looking for new and innovative ways to apply Lang to improve their business!
Your day to day activities will be to:
Implement customers in Lang by understanding their initial requirements and using the software to meet their initial goals
Utilizing the platform to build tags, new projects and workflows
Meet with customers to train them on how to use Lang
Write/record content (videos/ help center articles) to help customers learn faster
Communicate with customers about the next steps, determine meeting agendas for biweekly/monthly meetings with customers
Relay customer feedback to internal teams & facilitate product discussions
Solve customer issues while using the platform and other internal software
Provide customer support via Slack & ticketing system
Work closely with the Account Manager to ensure success in Lang implementations
Work closely with our Head of Platform Success to develop new strategies
Who We Are Looking For
You are highly motivated, efficient and a clear communicator who wants to grow in a category-defining company in one of the fastest-growing B2B markets (Automation).
Proven track record of high achievement
1-3 years experience in tech companies or a digital product
1-3 years experience in Customer Support
Ability to deal with customer issues and manage them
Ability to quickly learn how to use a new software
Ability to quickly learn client requirements and understand a new industry
Ability to lead thoughtful discussions with clients and internal team members
Excellent verbal and written communication skills
Driven by a desire for excellence in a fast-paced, high knowledge industry
Experience using no-code software, support automation tools (Ada, Solvvy, etc.), or data analytics tools (Excel, Looker, Tableau)
Experience using service platforms (Zendesk, Salesforce, Service Cloud)
Bonus: Being a Spanish speaker (as well as other languages)
Bonus: Experience with managing API integrations or products like Zapier or Microsoft Flow
What We Offer
Competitive base salary
Additional variable salary based on performance plan
Remote-first environment
Our origins are in Spain and we believe healthcare shouldn't be a worry for our employees so we offer 100% Medical with the best plans available, Dental and Vision Insurance covered, 50% for dependents.
25 vacation days
401k matching
Onsite company gatherings and culture events
How to Apply
Please include the role's title in your subject line.