Copper isn’t just another CRM. Most CRMs are glorified databases that manage sales, generate reports, and require tedious data entry. Copper is different - we emphasize the R in CRM by focusing on
relationship driven activities … across the entire customer journey. Copper helps you connect with leads, win clients, deliver projects, and grow repeat customers all in one easy-to-use tool.Copper surprises people - Clients tell us they actually love their CRM, a sentiment rarely shared about the ever present and often burdensome CRM tools used at other organizations. We’re turning CRM on its head by offering a beautifully crafted, Google Workspace-native tool that offers productivity, organization and visibility. It’s an exciting time to be part of Copper.
We’re expanding into new product areas with a goal to deliver a suite of customer-growth solutions. There are few individual players left in the business productivity category who are truly capable of capturing significant market share. We’re one of them – with a strong foothold in the space, and funds raised of $100 million.We are growing our Customer Success team to help deliver on the value of Copper, but we’re doing it with the future of Customer Success in mind - By building a thoughtful customer journey map, strategic touch points, and a scalable process that puts the customer at the center of everything, while innovating on the standard high touch model. This will all be accomplished while embodying our core company values: delivering amazing experiences for our customers, being ambitious, and working as a team.
This is an exciting time for a driven individual that has what it takes to win. Are you that person?
What you’ll do…
- Support a pool of Copper’s most strategic customers
- Act as a consultant in order to drive success and adoption conversations with our customers through discovery, workflow mapping, and feature training
- Use coverage KPIs to work competitively within the cohort of supported customers, managing inbound opportunities while working creatively to generate outbound opportunities
- Use outcome KPIs to maintain an excellent customer experience, while using customer feedback to help improve our SOPs
- Help define and develop strategies to increase key feature adoption, identify risk, and increase retention
- Partner with our Account Management Team to identify customer success and expansion opportunities amongst our shared book of business
- Function as the voice of the customer, sharing feedback with Product and Engineering to ensure the platform scales in our customers’ best interest, while keeping Go To Market Strategy in mind
- Contribute content within the Copper Community (Q&A, webinar hosting, education articles)
- Become a subject matter expert on our product and our competition
What you’ll bring…
- 5+ years relevant work experience in a customer-facing customer success, account management or strategic consulting organization. SaaS experience is preferred
- Experience with customer success and relationship building through company hierarchies
- Excellent communication skills (written/verbal) that are leveraged to address complex business issues and opportunities
- Experience based 'Issue Resolution' skills that facilitate dialogue across all levels of a business including the C-suite
- Demonstrable experience in maintaining and growing a recurring revenue portfolio
- Empathy and understanding of customer’s best interests to ensure their experience with Copper validates their CRM vendor choice
- Passion to exceed customer expectations while balancing the need to scale operations and resources
Our teams are located in the UK, Canada and in the United States. We are remote first, and we are an equal-opportunity employer.At Copper we are committed to building and empowering a diverse and inclusive environment. We recognize that diverse teams are strong teams, so we encourage people from all backgrounds to apply. If this opportunity sounds interesting, apply today! We would like to hear from you.
