Customer Success Manager - StoryChief, Ghent Office

Jobs 4 min read, January 22, 2020

StoryChief is on a mission to help businesses get more reach with their content by centralizing their content creation and distribution processes. Our cloud-based technology allows content teams to streamline significant parts of their workload and spend more time on value-adding activities.

Growing rapidly since our founding in 2017, we've on-boarded 25,000 content teams in 70 different countries and secured 2M in funding from international investors.

As a Customer Success Manager, you are a trusted advisor and true StoryChief expert, helping and guiding customers by getting the most out of our software. It's your goal to optimize the customer's experience and build longterm client relationships by proactively managing the entire customer lifecycle: from on-boarding to the adoption phase and to referral.

You will play a key role by being the face of StoryChief towards our customers, but also the voice of our customers within StoryChief. This means a CSM can have a real impact on the company by not only helping customers but also helping our product and development teams understand our client's needs.

Customer Success Manager is actively monitoring our clients, depending on their needs, and able to take on different roles.

CSMs are the on-boarders, so they introduce and guide clients taking their first StoryChief steps by giving training through webinars and online demos. Throughout our customer's life cycle, you’ll find yourself being more of a coach, helping them with very practical questions and getting interesting insights on the role of StoryChief in the accounting business. That variation keeps it very fresh.

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#PWLTeams - Team @storychief.io . StoryChief helps bloggers and online publishers take their content marketing to the next level, by turning visitors into leads through built in lead capture forms. . Meet Sam. Customer success manager @storychief.io . Interview - Part 1. . 1. Tell us about yourself and what you do at @storychief.io . . Hi! I’m Sam, a 🇬🇧 in 🇧🇪 since 2008. Moving to a foreign country is never easy, but it made me come of out my shell and push myself to become a better person. I have always enjoyed communicating with people and learning about their thoughts and ideas. So a few years back I joined the Google Product Experts program, which allows me to talk to everyday users and help them out with their problems. Eager to utilise my experience, I am now working at StoryChief as their Customer Success Manager. Now I get to help out users all the time! . You can also find me working on user retention, onboarding, webinars, and loads of other customer-y stuff. When I am not working, I'm spending time with my wife and our 2-year-old daughter. 2. What does a typical day look like for you? . I generally start at around 08:15 by checking to see if there are any urgent messages from users or fellow colleagues. My goal is to make sure that all questions have been answered and everyone is happy. After the backlog is cleared I start work on some of my other tasks. Currently, I am overhauling our onboarding flow, in the hope of making it more streamlined and easier to digest. . While we love talking to our users, I also want to make sure that they can find the information that they need without any assistance. Creating simple, straightforward help articles with plenty of screenshots is a huge part of this and something that I am also actively working on. . After spending the whole day on my laptop, my eyes are excited to have some rest. I leave work at 17:00 to catch my train home. . #peoplewithlaptops . Check out the link in my bio to learn more about @storychief.io

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StoryChief is still an early-stage startup and a team of 15 people. That means that you'll not be thrown into factory-like flows, but you'll have to lay the foundation. Your voice will be heard. You'll be working together with our sales, marketing, product, and customer support teams.

StoryChief Ghent Office Team

What makes a good Customer Success Manager

  • Basic knowledge of content marketing is important to be able to understand our clients' needs
  • At least 2 years of experience in a client-focused role is key to give credibility to our customers.
  • Fluent knowledge of English is required.
  • You are a friendly face that really likes to help people and can have patience when needed.
  • You understand there are all kinds of customers who all have different needs
  • You're innovative and able to share your ideas to do things better
  • You want to add value to the team but can work independently when needed
  • The customer comes first, always!
  • Time management is no issue for you.
  • You agree with our values

What's in it for you?

  • A fast-paced, no-nonsense tech startup in an international scene
  • A digital and data-driven company culture
  • A thriving work environment with lots of enthusiastic people joining forces
  • A salary package based on skills and experience with a broad benefits package
  • A growing team in a growing company

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