CAREERS: CUSTOMER EXPERIENCE MANAGER

NOW HIRING

Customer Experience Manager
Tampa, FL (Hybrid)
Full-time

Have you ever wanted to use your customer experience and account management skills to change lives? We're searching for someone passionate about improving the mental and emotional health of youth, adults, families, organizations, and communities worldwide.

Cope Notes uses daily text messages to improve mental and emotional health. By interrupting negative thought patterns with positive stimulus at a random time each day, we help people just like you train their brains to think healthier thoughts. We’ve exchanged over 4 million texts with more than 39,000 people in almost 100 countries around the world, and we're just getting started.

You'll join our small-but-mighty team as the main point of contact for our growing user base to ensure that they get the most out of their Cope Notes experience. We expect you to support our mission of #mentalhealthforall by delivering excellent enterprise-level service in a fast-paced, social-good startup environment!

Responsibilities

• Work with customers and organizations from time of purchase to understand goals, and increase satisfaction, engagement, and retention.
• Onboard and train new clients and partners and facilitate all aspects of post-launch support by developing strong relationships based on excellent communication and trust, driving consistent renewals.
• Help customers get the most out of their subscriptions by improving messaging and marketing materials to address concerns and proactively answer FAQs.
• Seek customer feedback and work with relevant teams to implement product improvements.
• Develop and implement growth and renewal strategies for existing accounts.
• Maintain an active CRM ensuring information is accurate and up to date, adhering and contributing to a task calendar that is designed to keep customers engaged and happy.
• Manage various incoming communications through a range of channels, including phone calls, emails, and chat, and social, escalating all necessary questions and concerns.
• Improve brand equity, brand loyalty, and the quality of the customer journey.

Qualifications

• User experience, community management, training, or account management experience in an enterprise software company, ideally in a startup environment.
• Understanding of SaaS business metrics and their drivers.
• Proven track record of successfully managing meaningful relationships with customers and partners across various verticals, including for-profit businesses, nonprofits, schools, governments, healthcare systems, and more.
• Experience planning and leading presentations and product demos.
• Working knowledge of CRM systems, ideally HubSpot.
• Outstanding time-management, task-management, and prioritization skills with a strong interest in automation and workflow processes.
• Experience working across teams to improve customer experience.

Additionally, you:

• Are customer-focused, motivated by our mission, and excited about building and delivering the best product and support to actively help people.
• Have the ability to work autonomously and collaborate within a small team. 
• Are a quick learner, receptive to feedback, flexible, and eager to iterate and improve in an ever-changing startup environment.
• Dream big and approach opportunities in creative ways to craft new outside-the-box solutions. 
• Quickly assume responsibility and initiative and are willing to take ownership of multiple projects at once.
• Are highly organized, data-driven, and skilled at time and project management.
• Are filled with a deep desire to positively impact the world.

Working with us

The salary range for this hybrid position is $50,000 - $60,000 (+ uncapped commissions). We also offer 401k match, health insurance, and flexible PTO options.

Cope Notes is a mission-driven company that helps people all around the world improve their mental and emotional health. We work with governments, businesses, schools, families, and even individuals like you every single day to stop stigma and save lives.

Plus, we’re not afraid to have a bit of fun while we’re at it. We know that a sense of humor goes a long way and that work-life balance is essential to self-care. Each member of our team is committed to making Cope Notes an excellent place to work, from the way we conduct our weekly all-hands meetings to the way we communicate with each other through video calls and Slack.

A career with Cope Notes provides a profound sense of purpose and unmatched opportunity for rapid advancement in a fast-paced, hands-on, yet uniquely positive and laid-back startup atmosphere. Our team enjoys the flexibility to manage their own schedule and the creative license to shape strategy, messaging, product, culture, and more. If this sounds like what you're looking for, we can't wait to meet you!