Customer Success & Experience Lead

Are you looking for an exciting new role where you get to lay the groundwork and be the founding member of our Customer Success team?

At TestBox, we’re building a platform that helps make it easier to buy software for both buyers and sellers. We have a two-sided business:

  • Our marketplace (TestBox Compare) empowers customers to test and compare software products side-by-side as if they were already implemented in their own environment. Buyers love TestBox when they see it. See how TestBox works here. (This video is a bit outdated, but we’re more than happy to give you a live walkthrough when we chat!)
  • Our SaaS offering (TestBox Convert) enables sales teams to give buyers a playground in which they can get hands-on with the product, complete with use cases configured and sample data populated. Check out an intro video to Convert here.

TestBox is hiring a founding member of our Customer Success team to work primarily with our TestBox Convert users (primarily sales teams). We’ve built some preliminary systems around onboarding new customers and enabling them to make sure they’re utilizing the product fully and successfully. You will be the expert in the company on how we should improve and build our processes and systems to ensure the best possible onboarding/implementation, enablement, and renewals experience for our customers. We are looking for a thought leader who can bring best practices from previous job experiences to work closely with our Director of Strategy & Ops and Revenue Leader. Revenue/Sales will own any cross-sell and up-sell opportunities after Customer Success identifies them, while Customer Success will co-own renewals with Revenue/Sales.

Role & Responsibilities:

  • Own our customer life cycle from the moment they sign a contract with us all the way through to renewals
    • Onboarding/implementation: Run kickoffs with various stakeholders, manage our onboarding process (with our Product & Eng team), keep everything on track
    • Ongoing enablement: Conduct training sessions, monitor usage statistics, drive/accelerate adoption
    • Ongoing customer contact: Serve as our main point-of-contact for all customers, address any challenges that customers encounter (in close collaboration with Product & Eng) and understand customer’s needs and feedback to share with our Product & Strategy teams
    • Expansion and renewals: Liaise with key stakeholders, showcase TestBox’s value on an ongoing basis, and work with our Revenue/Sales team to facilitate cross-sell and up-sell opportunities as well as renewals
  • Implement process at all steps of the customer life cycle, then develop playbooks for “the TestBox way” of approaching Customer Experience
  • Be awesome: teach us your ways, learn new things, add to our culture, tell the founders they’re wrong… you get the idea!

You’re a great fit for the role if you:

  • Most importantly: are curious, approach problems with creative solutions, work collaboratively, make it happen despite roadblocks, are a kind human, and want to grow
  • Are willing to roll up your sleeves to take on anything – we’re a small team and we need everyone to wear multiple hats
  • Have basic technical/coding abilities that will help you troubleshoot issues our customers encounter and communicate smoothly with Product and Engineering.
  • Have experience across all parts of Customer Success, whether it’s in running enablement sessions, project management, or creating enablement campaigns to our customers
  • Have prior experience at a tech startup/company with sustainable or explosive growth that you contributed to
  • 5+ years of Customer Success experience in B2B SaaS, particularly awesome if you’ve worked with lots of sales reps
  • Love organization and putting structure onto a blank canvas, enjoy building processes and systems

If you don’t have the exact experience for this position, but are close, please apply! We’re not looking for people to “fit” our company, but rather add to and enhance our company through different perspectives, viewpoints, and backgrounds. If you should require accommodation throughout the recruitment process, please let us know and we’ll work with you to meet your needs.

Why you’ll love working with us:

  • Read what our DEIB advisor says about how TestBox is different
  • We are putting DEIB (Diversity, Equity, Inclusion, and Belonging) at the forefront of TestBox’s ethos and want you to play a major part; we have a formal DEIB advisor for the team and one of our board members acts as our DEIB advisor
  • We actively created a large Employee Stock Options Poolso we can reward our amazing founding team members
  • Career developmentis a top priority and we will work with you from day 1 to hype your achievements and help you grow to the potential you want. We hire for trajectory, not past performance
  • Mental health services contributionto cover/contribute to co-pay costs (both of our cofounders, Sam and Peter, are big weekly therapy advocates)
  • 12 weeks paid parental leavewith an option to do part-time return to work
  • Pre-tax FSA, medical (incl. additional out of state coverage), dental, and vision coverage (because we all deserve to not worry about our healthcare)
  • Annual fitness reimbursement
  • Learning budget(there’s always something we should collectively know more about)
  • Unlimited PTO (with a minimum 15 days per year – none of this no vacation business, our CEO Sam typically takes 20-25 days a year)
  • Work from Home remote set-up allowance
  • We think there are many more reasons beyond this list and really hope you’re as excited to apply as we’re looking forward to meeting you!

Diversity Commitment:We are focused on building a diverse and inclusive team. We welcome people of all backgrounds, experiences, abilities, and perspectives and are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

***Application instructions*** Please apply using Breezy.

Compensation:$126,000 base + $54,000 target commission

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  • This position has been filled

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