Job Summary

General Summary:
VirBELA envisions one world, achieving together. We bring our vision to life by offering virtual reality office experiences. The technology enables companies to grow and scale without the costs associated with brick-and-mortar offices and hire the best talent no matter where they may be located.

While our experience is novel, it's proven. Our largest client experienced over 1,600% growth in 3 years. Since adopting VirBELA instead of brick-and-mortar offices for its now remote workforce of 24,000+, it was named one of the Best Places to Work by Glassdoor in 2018 and 2019.

We are looking for a Customer Success Lead to join our team to coach our users on best practices for operating their organization in a 3D immersive space and methods of quantifying the value VirBELA adds to their organizations. Working anywhere in the United States, you will meet with clients in our publicly available virtual workspace--the VirBELA Open Campus. In this unique and exciting environment you will work with team members who are interested in being creative, helping the organization tests strategies that they are involved in creating, and who are comfortable quickly iterating based on the data and feedback. You will also use customer feedback to inform discussions with cross-functional teams to help align our product roadmap and marketing materials. If you are a self-starter with a proven track record of customer success who is willing to roll up their sleeves to achieve aggressive goals in a collaborative environment, this could be the job for you.

Major Duties & Responsibilities:
Meet or exceed retention and client growth objectives
Educate customers on the value of VirBELA through demos, presentations, and proposals
Work with client teams to successfully launch VirBELA with their organizations
Proactively gather data on members' business objectives and identify VirBELA services that could help members achieve their objectives
Develop metrics with clients to demonstrate value added through VirBELA
Resolve client issues in a timely and thorough manner; escalates issues as appropriate
Upsell and leverage business from new and established customer relationships
Drive a collaborative environment amongst our members and guests through events and ongoing dynamic activities
Exercise discretion in guiding prospective members, including possibly gatekeeping where business may not be in the interests of greater community
Act as voice of the client to improve customer experience
Work with cross functional teams to deliver forecasts, identify trending challenges, and provide recommended solutions

Education:
BA/ BS in Business or related field
Experience:
3+ years of customer-facing customer success experience in a Tech company
SaaS experience a plus
Strong collaboration and relational skills
Must have strong verbal skills with consultative professional business acumen
Experience working with small business clients (employee count of 10-250) preferred