Customer Success Representative

What You Will Do...We are growing rapidly and are building out our Customer Success team to help advise and guide a wide variety of customers, ensuring they launch Nutrient successfully, adopt it widely, and realize value from Nutrient and its portfolio of offerings as quickly as possible. Our Customer Success Representatives (CSRs) work closely with customers to confirm their business needs and challenges, and partner with them on how best to use our offerings to solve their real-world problems.As a CSR, you're helping to create a better experience for millions of end-users and the myriad of use cases we serve. Our CSRs are also responsible for securing the renewal of existing customers' subscriptions, while helping identify ways for customers to expand into new use cases and/or helping them scale their usage. Your Impact...With our customersAs a Customer Success Representative (CSR) you will own the majority of the post-Sales customer journey ranging from new customer onboarding to renewal and have a unique opportunity to build relationships and become long-term trusted advisors.You guide new customers through a smooth onboarding process, including hosting welcome meetings and setting measurable milestones that align with their goals.You work closely with customers to confirm their business needs and challenges, and partner with them on how best to use our offerings to solve their real-world problems.You will identify ways that existing customers can improve their use of Nutrient or uncover new use cases, creating a better experience for millions of end-users and use cases.You will also be responsible for securing the renewal of existing customers' subscriptions and minimizing churn.With a consultative approach and as you upskill on our products, you will be laser-focused on helping our customers realize their full value from our offerings as quickly as possible.You advocate for our customers by championing their needs internally, ensuring their voices influence product and service improvements.You guide and coach customers with proactive playbooks and outreach.You maintain high levels of customer engagement and satisfaction with a focus on customer loyalty and retention.You own and project manage your portfolio of approximately ~150-200 customers and understand and identify potential churn risk and upsell opportunities.Cross-functionallyYou will collaborate with our Sales Team to identify and drive growth of the install base through expansion / up / cross sells of additional products and features.You enjoy directly impacting the development roadmap of Nutrient's offerings by helping to translate our customers' business needs and product requirements into feedback that can be used by the Product team.You can confidently address escalations in technical environments, especially with developer or product personas.You are excited to help drive customer references and case studies for and with Marketing.Who You Are...Required:You have a humble attitude with a growth mindset with a high level of curiosity to learn from every interaction.You are a self-motivated, proactive team member with innovative ideas to inspire customer loyalty and product adoption.We need your entrepreneurial spirit as we are just at the beginning of building out the CS program and function and we need you to contribute your ideas and feedback. If you're having a hard time with constant change, we're likely not a good match.You will need a sense of ownership and the ability to work autonomously as we're a mostly remote organization across many time zones.Proven track record of delivering exceptional customer service.Diplomacy, tact, and poise under pressure when working through customer issues.A big plus if you have:Experience with Developer Tooling (Libraries and SDKs)Experience with document technology and workflowsMust have Nutrient Character Traits:Low Ego - Prioritize team success over personal recognition, taking a collaborative approach to solving problems and implementing solutions, welcome input and feedback from others, admit and learn from mistakes.Speed of Learning - Quickly absorbs and applies knowledge about new tools, processes, innovations, and CS best practices to effectively support customers and their requirements, pivots quickly when something is not working or serving customers.Curiosity to Understand - Seek to genuinely understand customer experiences, dynamics, technical concepts, and the purpose behind products and use cases we serveSelf-Initiative - Takes proactive steps to identify and address needs without waiting for direction or prompting from leadershipOwnership - Takes full responsibility for the portfolio of assigned customers and their success with our tools and services.Excitement to Take Action - Brings energy and enthusiasm to implementing new initiatives and solving problems, inspiring others to do the sameWhat We Do...Nutrient delivers the building blocks to accelerate digital transformation for modern businesses. Nutrient's SDKs, cloud-based document processing, low-code solutions for M365, and workflow automation platform transform document ecosystems. The company powers thousands of organizations worldwide, including more than 15 percent of Global 500 brands, thousands of commercial businesses across 80 nations, and more than 130 public sector organizations in 24 countries. Nutrient is on a mission to evolve the human experience with documents, and its products are the integration of industry-leading document and workflow automation technology from PSPDFKit, ORPALIS, Aquaforest, Muhimbi, and Integrify. To learn more, visit We Are...Nutrient hires people who are curious, creative, communicative, and collaborative. We promote people who make an impact, who demonstrate accountability and ownership, and who pursue progress over perfection. We pride ourselves on being a high performance, highly empowered individual contributor workplace that is optimized for impact over activity. We believe in radical transparency and candor, where feedback is given with empathy and heard with trust. We believe problems are solved and progress is made by individuals taking self-initiative.We are a globally distributed company, backed by Insight Partners, based in Raleigh, N.C. with a mostly remote team. Some roles work a hybrid schedule in one of our offices in US, UK, France, and Austria. We are a low meeting culture company and believe in the effectiveness of asynchronous communication. Working time should overlap with most of the team across the US, Europe and Asia. If working from the US, you must be located in Florida, North Carolina, Ohio, South Carolina, Tennessee, Texas, or Virginia for payroll processing.Every year, we host a company gathering at an offsite location; past locations have been in Croatia, Italy, Spain, Greece, Austria, Portugal, and Hungary. Team members have access to competitive market salaries along with benefits. Above all, we emphasize continuous growth, urging our teams and individuals to seek out feedback, be open to changing their minds, and to constantly be pursuing avenues of learning and innovation.Nutrient believes in equal opportunity, we employ people from many different cultures and countries. We celebrate diversity and are committed to building a team that represents a variety of backgrounds, skill sets, perspectives, as well as providing our employees with a work environment free of harassment. We do not discriminate on the basis of race, color, religion, age, marital status, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, gender identity or expression, or any other non-merit factor. We are especially interested in receiving applications from individuals who are underrepresented in the tech industry.

Created: 2025-01-09