Head of Customer Success

New York  · Full-time

Sorbet is a first-of-its-kind fintech solution using technology to reimagine Paid Time Off. We’re creating a future where employees are empowered to choose how to spend their time to improve their financial health and well being, while helping employers reduce the $272 Billion in balance sheet liabilities due to unused vacation days (Paid Time Off).

 

Founded by a seasoned team of Finance and Tech professionals and backed by top tier investors including Viola Ventures, Global Founders Capital and Meron Capital, Sorbet has offices in Tel Aviv, New York City, and Kiev.

 

We welcome people from all backgrounds. If you’re curious, passionate, collaborative, and want to create real impact in people's lives, come work with us!

Job description

We’re looking for an exceptional and experienced Customer Success Manager, a passionate and driven person, with strong communication & client service skills. 

As the Head of Customer Success in a B2B2E (business to business to employee), you will advise and guide both companies and their employees, ensuring they use Sorbet successfully. The ideal candidate will be passionate about encouraging employees to use their Paid Time Off.

Main Responsibilities

  • Maintain strong relationships with our clients and ensure their success

  • Build, own, and execute client success and engagement plans

  • Work across internal departments to ensure that client expectations and requirements are clearly understood 

  • Take ownership of new accounts and manage their onboarding process

  • Represent the voice of Sorbet’s customers and influence product development roadmap

  • Identify common customer challenges and actively suggest better solutions

  • Monitor usage and customers’ engagement level 

  • Manage and report the overall clients success to internal stakeholders

Requirements

  • 3+ years of B2B2C customer success with proven track record of highly-professional customer service 

  • Exceptional understanding of customers behavior and needs

  • Excellent interpersonal skills

  • Excellent written and verbal communication skills 

  • Positive attitude and high energy

  • Ability to take initiative and adapt

  • Strong customer-facing and presentation skills 

  • Self-motivated, dedicated team player with innovative ideas to encourage customer adoption!

  • Experience working in an employee benefits product company (great advantage)

  • Prior experience working in a Startup / Fintech company (great advantage)

Apply for this position

We’re looking forward to getting to know you! P.S. we offer FREE ice cream!

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