Customer Success Specialist (Boston) - Sama

At Sama, we're more than just a fast-growing, technology-driven coaching company. We're totally driven by our vision to elevate employee engagement to make the world a better place. Our mission is to create the optimal platform for every employee to unlock their potential.

Today, we're tackling the $8.8 trillion employee engagement challenge head-on by providing accessible professional coaching to every employee via our app. Our evidence shows that when professional coaching is democratized, employees feel fulfilled and empowered, leading to more productive, agile companies that can retain their best people.

We're seeking a dynamic individual from an HR background to step into the pivotal role of Customer Success Director to build a world-class Customer Success Program that ensures we delight each customer as best we can.

Our ideal candidate is not only incredibly talented at building long-lasting relationships but is also deeply passionate about fostering employee engagement and empowerment, contributing to positive change on a global scale.

Ready to be a part of a team of highly motivated individuals who think like owners and are on a mission to consistently deliver amazing experiences? Read on.

Your mission, should you choose to accept it:

• Driving success: You'll be instrumental in helping our clients achieve their goals and maximize their ROI with our platform, ensuring every interaction leaves them delighted and empowered.
• Building relationships: Your knack for building rapport will be put to the test as you become the go-to contact for our valued clients, fostering strong, long-lasting partnerships.
• Innovation and growth: With your keen eye for opportunity, you'll identify upsell opportunities and collaborate closely with our sales team to drive revenue and expand our reach. You will participate in product development.

What you'll be doing day to day:

• Be focused on helping clients achieve our north star metric (monthly active users) and reach our retention targets.
• Onboard new customers by facilitating demos and training around the product.
• Design success plans for each client with clear KPIs and objectives for them using the platform.
• Manage customer relationships and be the go-to point of contact for clients across the business.
• Actively monitor customer usage and use data reporting and analytics to regularly review with clients and assess ways to develop and grow usage/adoption of the platform.
• Identify upsell opportunities and liaise with the sales team to exploit cross-sell opportunities
• Collaborate and share customer insights cross-functionally with Marketing, Product and Sales to drive growth.

What you'll need to succeed:

• Have a minimum of 3-5 years experience in either an HR or Customer Success role.
• Have a minimum of 1 year experience in a start-up.
• Previous experience working closely with People, Culture (HR), and Learning, and Development clients.
• Have a natural ability to build and maintain relationships with a diverse range of stakeholders.
• Experience using CRM (HubSpot preferable), with an understanding of utilising technology platforms to drive automation and scalability.
• A commercially driven mind who can spot opportunities for growth and development in accounts.
• Strong ability to set, meet, and exceed KPIs and performance goals.
• Great judgement.
• Be fluent and efficient in English, both verbal and written.

What people would say about you:

• You have an entrepreneurial mindset and are autonomous.
• You’re excited to tackle new challenges head-on.
• You’re extremely curious and driven by action.
• You’re scanning for new opportunities and potential challenges.
• You have a bias for action—you're a doer.
• You are open, trustworthy, and committed.
• You’re a team player who is accountable and happy to take on some leadership responsibilities when needed.

What you’ll get:

• $60,000 to $80,000
• Hybrid working model: Initially, this role will be remote. However, we will be opening an office in Boston by the end of year, when this role will be hybrid.
• Plenty of room for growth as our ambitious team grows too.
• Access to your professional coach via our app.
• Regular training and development.

Why join us?

Sama is a Sanskrit word for equality, fairness, tranquillity, and peacefulness of the mind. For us, it means approaching life situations and goals with openness, clarity, and the ability to create the life that we want. By joining Team Sama, you'll play a vital role in empowering companies worldwide to do just that.

All of us have enjoyed the benefits of truly great coaching. It continues to empower us on our mission to elevate engagement to make the world a better place.

We are advocates that coaching creates a safe space to expand perspectives and provides tools to succeed, which has a positive impact on diversity and inclusion, driving a culture of belonging. And we're driven by our shared values:

• Adaptable: Creativity, flexibility, and efficiency in responding to challenges.
• Strive for Greatness: Pushing ourselves to deliver outstanding performance in everything we do.
• Inclusive: Supporting and embracing diversity of thought, culture, and background.
• Honest: Always transparent and truthful.
• Fun: Fostering connection through a playful approach.

If you've finished reading this and feel that this opportunity resonates with you, we're excited to hear from you.

About Your Application:

Please submit your application in English, as it's our company language, and you'll be using it extensively if you join us.

We're on a mission to make the world a better place by empowering and engaging employees worldwide. That's only achievable if our team reflects the diversity of the world around us — and that starts with you. Don't hesitate to apply, even if you're worried you might not tick all the boxes!

We encourage individuals from all backgrounds to apply, irrespective of race/ethnicity, religion, nationality, gender, sexual orientation, age, marital status, disability, neurodiversity, socio-economic status, culture, or beliefs.