Customer Success Specialist (Product Manager experience required)

Customer Success
North America, South America, United Kingdom, Ireland, Australia, South Africa
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Aha! is a different kind of high-growth SaaS company. We are the world's #1 roadmap software and help people achieve their best. Over 5,000 enterprises and 500,000 product, innovation, and engineering leaders trust our software to build lovable products and be happy doing it. We are self-funded, highly profitable, always distributed, and have no sales team. Being an always-remote company means we can hire intrinsically motivated people who love to learn, support their teammates, and want to work from where they are happiest.

Our team

Our Customer Success team is an all-remote group spread across multiple time zones so we can work closely with customers when they need us.

  • We are experts: We do not hire sales or support people at Aha! — our Customer Success team is only comprised of former product, IT, project, and marketing managers.

  • We act with urgency: We respond to customers' requests as quickly as we can. Because when we do, we have the best chance of creating the most value for customers and ourselves.

  • We serve: We work with the world's most innovative and well-known companies and they trust us to guide them to build products that their customers love.

  • We collaborate: We have no tolerance for drama. We celebrate clear communication, effort, and teamwork. We use Slack for internal team communication and Zoom for team and customer video calls. (Email? Rarely.)

  • We guide product: We bring our customer's requirements to our product team and define our own efficient processes and systems.

  • We enjoy: We like what we do and we want you to love your job too. Learn more about The Responsive Method, our company values, and the generous benefits we offer.

Our customers

We serve the world's most innovative companies. They are building revolutionary new experiences for their customers and move fast. They expect us to do the same and to help them develop best practices for product development. Our software is methodology agnostic, which means we need to be experts in the agile, scrum, kanban, SAFe, and hybrid approaches that our customers depend on.

Our collective experience gives us the skills to meet customers where they are, internalize how they work (because we've been there, done that), and confidently guide them to achieve their best. And because we are always curious, we love learning from our customers along our journey together.

Your experience

You are involved in defining and delivering product functionality at a growing technology company. You help capture and define product requirements and participate in product launches. You thrive in a fast-paced environment where launches happen often — not once or twice a year.

Your favorite part of working on new products is delivering real value to customers. You enjoy interacting with your team and customers in a consultative way. Showcasing advanced technology to sophisticated customers energizes you. Applying deep curiosity to new challenges comes naturally, and you persist until you can clearly see the most efficient path to full resolution. You are happiest when you are continually learning and working with a team of high achievers like yourself. And you write exceptionally well.

Your work at Aha!

We show customers what is possible with our software in a consultative way — from leading demos and answering customer requests to sharing product management best practices. As Customer Success Specialist, your responsibilities will include:

  • Delivering responsive customer service using our proven frameworks

  • Leading demos for new customers and new teams

  • Sharing best practices to help customers set strategy, capture ideas, prioritize work, and create visual roadmaps

  • Helping customers integrate Aha! with their existing tools (e.g. development systems)

  • Guiding customers from initial demo to active subscription, through procurement, legal, and security processes

  • Sharing customer feedback internally

  • Testing new product functionality as needed

If the Customer Success Specialist role sounds appealing, we would love to hear from you. (A real human reviews every application.)

Grow with us

Everyone deserves to reach their fullest potential. We know that when we do work that matters with people we care about in a high-growth environment, we feel engaged and alive. And our goal is to help you do just that. We offer all the benefits you would expect and more, including profit sharing. The specific benefits listed below are reflective of what we offer U.S.-based hires. We also do our best to extend identical benefits to international teammates.

  • Generous salary with annual profit sharing for all

  • Medical, dental, and vision plans — for many teammates, we cover 100 percent of the premiums

  • Up to 200 hours of paid time off a year to spend however you want

  • 30 to 90 days of paid parental leave and five to 10 days of paid care and bereavement leave

  • Up to $1,000 annually for third-party education, along with paid time off to immerse yourself in learning

  • Aha! contributes a percentage of your total compensation each year towards your retirement

We are building a distributed team, and you can work from anywhere in North America, South America, the United Kingdom, Ireland, Australia, or South Africa for this role. We offer generous salary, equity, benefits, and a profit-sharing program. See other openings at Aha!

Diversity

We are committed to hiring, promoting, and compensating employees based on their qualifications and demonstrated ability to perform job responsibilities. As an equal opportunity employer, Aha! welcomes all employees and applicants, without regard to age, race, color, national origin, physical or mental disability, gender, religion, sexual orientation, gender identity, marital or veteran status, condition of pregnancy, or any other legally protected characteristic. Learn more about diversity and inclusion at Aha!

Find out what makes us different. It's Lovability.

Read the bestselling book by Aha! co-founder and CEO Brian de Haaff.

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