NextChapter is growing and we are looking for someone who is ready to oversee our Customer Success Team and help us keep our clients smiling. We believe that keeping the customer happy is the key to SaaS success. One of our core values is “DELIGHT CUSTOMERS: Do things that don't scale. Solve for the customer first. Set the bar for excellent customer support.”
To Apply:
Please tell us your story and share with us why you want to be a part of the NextChapter Customer Success Team by emailing jobs@nextchapterbk.com. We welcome you to be as creative as you’d like. We’d love to learn why you’d be a strong fit for our company. *Applicants will not be considered if they do not follow these instructions.
Launched in 2016, NextChapter was the first web-application for attorneys to prepare, manage, and file bankruptcy cases online. Recently acquired by vLex, you will have growth potential and ability to work with innovative people in the legal tech space. Together, NextChapter and vLex have plans to grow the company in Columbus, Ohio and begin to take the workflow software to new heights while expanding our market share. Now is the time to join this young company and be a part of the growth!
If you say yes to the following, you might be the perfect fit!
- Do you have customer service experience, and you love helping customers over the phone, live chat, email and in-person?
- Are you motivated, energetic and cheerful?
- Do you love new tech products?
A Day in the Life of a Customer Success Manager
- Act as the main liaison between our customers and the company, fostering long-term relationships.
- Handle inbound requests by phone, chat, and email with intent to make the customer experience as effortless as possible
- Serve as first contact for any customer escalations
- Deliver delight through written correspondence and phone support
- Proactively monitor customer health and engagement, identifying opportunities for upselling and renewals
- Develop and deliver customer success metrics and reports to track performance and outcomes
- Investigate and resolve complex customer issues in a cheerful manner
- Serve as an in-house “customer”, using NextChapter frequently and testing out new features before any of our users to provide feedback to the development team
- Reporting and analyzing trends that you discover while speaking with NextChapter users to contribute to our product development and engineering
- Conduct regular check-ins and feedback sessions with direct reports to foster personal development and employee retention
Our ideal candidate:
- 3+ years of experience in customer success, account management, or a similar role, preferably in the SaaS industry
- Passion for helping people and solving problems
- Warm, friendly and professional with an entrepreneurial spirit
- Impeccable writing and grammar skills
- Strong problem-solving skills and the ability to think critically under pressure
- 3+ years of experience in customer success, account management, or a similar role, preferably in the SaaS industry
- Energetic, motivated and cheerful
- Experience with CRM software, spreadsheets, live chat and phones.
- Exceptional time management skills and the ability to respond to inquiries quickly and effectively
- University degree or equivalent
Diversity and Inclusion:
We believe ensuring diversity and inclusion will produce a better place to work and will help us create and build a better product. We encourage all candidates to apply.
You must be eligible to work in the U.S.
