Now Hiring a Customer Success Manager
PILOT is growing our team! We are hiring an A-Player to step into our Customer Success Manager role. Our mission is to ensure everyone feels powerful at work. If you are motivated by bringing value to internal and external stakeholders, and ready to join a mission-driven company with stunning colleagues, then this role is for you.
PILOT is a NYC-based startup with a 100% remote team and virtual business model. We are democratizing career development to help employees, managers, executives and HR all find more success and satisfaction every day.
This is not your typical Customer Success role –
no juggling tickets, chasing invoices, or apologizing for mistakes or service errors. No staring at the backend of a system, no joining calls with your camera off and no agenda. No thinking or acting small.
The PILOT Customer Success Manager is in a league of their own.
You will be expected to be able to work with customers in the first week. You’ll interface with senior executives at household name brands, advance strategic imperatives around culture and diversity, work with leaders around the globe, leverage analytics and creative strategies, and drive success for our customers and sales for PILOT.
At PILOT, each of us have an opportunity to collaborate, learn, and create some of our best work. If you’re excited to grow a company and grow along with us, apply today!
In this role, you will:
Take ownership and accountability for meeting and exceeding customer satisfaction, adoption, retention, and growth goals within your book of business
Manage the entire customer journey, from onboarding new customers to driving engagement, fostering customer advocacy, and ensuring growth
Provide strategic value to customers via 1-to-many delivery models, sharing product and best practice guidance, and leading standard business reviews
Partner with PILOT’s leaders to share customer insights, pain points, and feedback to enhance and uplevel our products
Intentionally handle customer escalations and interact with customers
Be the voice of customers across our crew, especially when collaborating with product, delivery, and sales teams
You’re a great fit if you have:
3+ years of customer success experience and a proven track record of managing strategic accounts
An A Player mentality; always striving to learn, contribute, and excel
Working knowledge of Hubspot, Google Docs, Microsoft Office, Typeform, Asana, Slack and more
Working knowledge of HR best practices
Interest or experience in Diversity, Equity, and Inclusion
Experience managing program processes that combine human interaction and self-service tools
Proven ability to design, build, and lead customer engagement strategies that turn contacts into vocal advocates
Exemplary cross-functional collaboration and communication skills
A passion for building trust and relationships with a broad range of partners: C-Suite, senior executives, business owners, and day-to-day users of the software
A bold, strategic, and agile mindset with working in a fast paced, quick-changing environment
A connection to PILOT’s mission to empower everyone to feel powerful at work
Send coreyann@pilot.coach your resume and apply today!
Your work requirements and conditions are:
Annual Salary of $75,000 - $90,000, depending on qualifications and experience
High quality medical, dental, and vision insurance plans granted upon your first day of employment.
Generous paid holidays and PTO days.
Unique travel perk that pays for passport issuance or renewal for employees and a +1 of their choosing, as well as either Global Entry or TSA Pre-Check for those who qualify.
A PILOT MacBook, multiple external monitors, ring light, green screen, wireless mouse and keyboard, and the best SaaS tools to make asynchronous work easy and effective
Work from home with flexible, consistent, working hours primarily from 9 AM ET - 6 PM ET, M-F
This role requires United States work authorization from a United States remote work location.
You have the opportunity to grow with us and receive direct feedback on your performance and development as a professional. As a startup, this position comes with huge potential in terms of growing and leading. We act quickly on promising ideas and empower each of our crew to truly own their role and function. The sky's the limit!
Apply for PILOT today!
PILOT was intentionally founded by a former HR executive, Ben Brooks. PILOT is a Certified LGBT Business Enterprise and is deeply invested in developing the careers of our customers and our employees.
We are a small team of high performers, with a willing spirit, great attitudes, and a sense of humor. You’ll get the recognition you deserve on a small team, oftentimes a thing that gets lost in larger companies. We will celebrate your wins and contribute to your career growth.
Plus, our customers often say their calls with us are the highlight of their day. And in helping them take advantage of PILOT’s career development experience, you’re helping them improve the lives of their employees.
Send coreyann@pilot.coach your resume and apply today!