Customer Success Specialist

About YipitData

• YipitData is the leading market research firm for the disruptive economy and recently raised $475M from The Carlyle Group at a valuation of over $1B.
• We analyze billions of data points every day to provide accurate, detailed insights on ridesharing, e-commerce marketplaces, payments, and more. Our data team uses proprietary technology to identify, license, clean, and analyze the data many of the world’s largest investment funds and corporations depend on.
• For three years, we have been recognized as one of Inc’s Best Workplaces. We are a fast-growing technology company backed by Norwest Venture Partners and The Carlyle Group. We cultivate a strong people-centric culture focused on mastery, ownership, and transparency.

About SpendHound

SpendHound is a 100% free software renewal management platform and service recently launched by the research firm YipitData. (See this introductory video from SpendHound’s Senior Product Manager!)

SpendHound is the single source of truth for companies’ renewal information and includes:

• A comprehensive view of all software applications used with annual contract values, auto-renewal information, renewal dates, license counts, and more
• An invoice and contract management system for companies to store their invoices and contracts
• Renewal reminders through email and slack so companies never miss upcoming software renewals
• Free advice from procurement experts to discuss price benchmarking insights and negotiation strategies for any upcoming renewals

Companies use the SpendHound platform and procurement expert service to save time and money on their software renewals. SpendHound is free for customers because customer data is de-identified, aggregated with other panelists, and used as part of YipitData market research (example report).

We are seeking an enthusiastic and highly organized SpendHound Customer Success Specialist to join our team. As a Customer Success Specialist, you will play a crucial role in ensuring our customers achieve maximum value from the SpendHound platform. Your primary focus will be to engage with customers, guide them through important platform activities, and ensure their ongoing success with our solutions. 

In This Role, You’ll Gain Experience In

• Customer Engagement and Platform Adoption: After a customer is onboarded, you will take charge of their ongoing success, becoming the main point of contact. Your goal is to build and maintain strong relationships with your customers, ensuring they are actively using the platform, updating critical data like app renewal dates, and consistently adopting key features.
• Proactive Problem Solving: You will proactively address customer issues and roadblocks, helping them overcome challenges in using the platform. This involves anticipating customer needs, offering guidance on best practices, and turning satisfied customers into promoters of SpendHound.
• Driving Customer Outcomes: You will focus on ensuring that customers update their App Catalog with crucial details, including assigning app owners, tagging vendors, and maintaining accurate renewal dates. Your efforts will directly contribute to the customer’s ability to manage their vendor relationships effectively and receive timely renewal reminders.

You Are Likely To Succeed If 

• You’re proactive in addressing customer needs: You actively address stakeholder changes, offer guidance on platform usage, and keep a close eye on risks and opportunities within your customer accounts. You don’t wait for issues to escalate; instead, you tackle them as they appear, ensuring your customers are always on the path to success.
• You’re comfortable driving customer outcomes: You will regularly interact with stakeholders at your customers’ organizations, ensuring they are fully leveraging the platform. Being confident in discussing strategic elements and providing actionable advice is crucial for building trust and fostering strong relationships.
• You enjoy collaborating with large, cross-functional teams: As a Customer Success Specialist, you will work closely with various internal teams, including product development, data engineering, and renewal experts. Your ability to collaborate effectively with these teams will be key to delivering a fantastic customer experience.
• You thrive in a fast-paced environment: Our industry moves quickly, and customer engagement is critical. As such, you must thrive in a fast-paced environment, be able to prioritize tasks efficiently, and meet deadlines to ensure customers are always progressing towards their goals.
• You’re extremely organized: With numerous customers at various stages of engagement, staying organized is vital. You should be skilled in managing multiple customer relationships simultaneously, ensuring each customer receives the attention and support they need to succeed.

We Are Looking For Folks With

• 2-4+yrs of relevant work experience
• Near-native to Native English skills
• Availability to work US East Coast hours (approximately 9am – 5pm EST)
• Experience interacting with customers over phone and Zoom
• Eagerness to scale with a growing company, managing a dozen customers and growing to manage 100+
• Attention to detail, as you will be responsible for ensuring customers are correctly utilizing the platform.
• Tech-savviness or a willingness to learn tech skills

For You

• You will have the opportunity to acquire new skills
• Flex PTO for any reason, including sick days (no specified limits), flexible work schedule
• Personal laptop
• Health and wellness package
• Remote work