Lead Customer Success Owl

We’re looking for a Lead Customer Success Owl who's passionate about helping customers and helping us build a better company. As the first Customer Success hire, this role will be responsible for designing and implementing our first customer success program at KnowledgeOwl. 

As of November 29, we are currently pausing on reviewing new applications as we work through interviews with our first round of applicants. If we do not fill the position from this round, we will continue to process applications in the order they arrive. We want to be upfront as we don't like to leave applicants waiting and it will take us about a month to work through the current round. Please email will@knowledgeowl.com if you have any questions!

Our customer success backstory

Great service and support has long been at the heart of KnowledgeOwl. Our support owls have been responsible for pretty much all customer interactions throughout the customer journey: demos, sales, onboarding, support, escalations, billing, renewals, account management, training, and so on.

For a long time, our Chief Executive Owl did almost everything on the customer-side of the house. With the addition of a Lead Support Owl and a Support Engineer, our CEO has been able to step back from the day-to-day support and billing operations but still does the bulk of demos, sales, onboarding, and account management. 

We used to say our support team is the heart of all things KnowledgeOwl. However, what we mean is that a great customer experience is the heart of all things KnowledgeOwl. While we’ve primarily provided that great experience through support, we’ve realized that not all customers are getting this experience, as not everyone contacts or interacts with support.

We want to intentionally share that KnowledgeOwl experience with more customers in a more proactive way. That’s where customer success comes in.

The role

Since this is a new role for the company and everyone writes their own job description, you will have a say in what this role looks like and how it develops over time. You'll start doing support, as there is no better way to learn the product and begin to build relationships with our customers.

In a nutshell, we want you to fill that KnowledgeOwl experience gap between reactively interacting with customers, as support does, to proactively engaging with them. This means tackling a lot of the add-on tasks that support has helped us do in the past but really don’t belong in support–whether that’s during the sales cycle (such as demos), during the normal customer life cycle to proactively make sure they’re getting the most out of KnowledgeOwl, and to touch base around renewal time to be sure they’re still happy.

To do this role well, you'll need to be able to become an expert of our product and our customer base. (This is part of why we’ll start you in support–it's a great way to learn both!) As you gain familiarity and confidence, you can start building out what Customer Success looks like and step back from support.

We don't have a sales team, and part of your role here will be to take on sales-related tasks. However, this is not traditional sales. There are no quotas or commissions, and there is no active selling. 

We have always taken a support stance to sales calls: we want to figure out what problem the prospect is hoping to solve, and we provide honest answers about whether KnowledgeOwl is a good fit for that problem. If it's not, we suggest alternatives that would be a better fit. 

Here are the types of sales tasks that we currently perform:

  • Answering sales-like questions that come into the support queue, such as questions on pricing and product requirements
  • Providing demos to prospective customers who reach out to schedule a demo either before or during their product trial
  • Handling additional follow-up conversations from demos via email or the occasional follow-up call
  • Creating and negotiating enterprise, professional services, and/or custom contracts and proposals for prospective and existing customers

Role responsibilities

Here are some of the responsibilities that we think fit under the customer success umbrella:

  • Actively build, own, and develop relationships with our customers
  • Provide consultative and best practice support to customers, connecting them with the appropriate resources to accomplish their goals
  • Act as the dedicated account manager for enterprise customers and other key accounts
  • Handle enterprise and large account renewals
  • Provide demos and sales calls for potential customers
  • Act as the internal feature champion during our product prioritization meetings to ensure we're continuing to build features that matter to prospective and current customers
  • Serve as a customer advocate in feature scoping meetings
  • Run the annual customer survey
  • Act as a backup support owl to help provide coverage when needed

Role goals

Here are some aspirational responsibilities we think would be a good fit for this role:

  • Create and implement an account management program
  • Quarterly check-ins for enterprise and other key accounts
  • Manage and report on the onboarding process for new trials and customers
  • Manage and report on customer health and product usage
  • Maintain ongoing communications with customers throughout the lifecycle
  • Help design and build out some pre-recorded demo videos or feature walkthroughs to make demos more self-serve and sustainable

About you

You are someone who is:

  • Passionate about customer experience; you love helping people and building strong relationships
  • Generous with your help and time, not shying away from going beyond what is asked
  • Isn’t afraid to step away from work to take time for yourself when needed (and lets the team know when you're doing it!)
  • Comfortable working across teams and interacting with all types of people
  • Fiercely autonomous while also being a great team player
  • Excited about helping to shape where the product and company is going
  • Eager to learn new things and teach others what you know
  • Interested in adding processes when they make sense and killing them when they don’t
  • Able to manage your own time and prioritize your own work--you’re able to be a manager of one 
  • Available to work during US business hours, though your exact schedule is flexible
  • Comfortable working for a small, agile company (you have a say in processes, and you may have to help on a few different things)

Bonus if you have any of these:

  • Experience with web technologies (HTML, CSS, JS, SSO, APIs)
  • Experience in SaaS
  • Experience building out Customer Success programs
  • Sales, marketing, or support experience
  • Experience with KnowledgeOwl, technical writing, or documentation
  • Experience building a team or role from scratch, or at least excitement about doing so
  • An appreciation for (or at least tolerance of) owl puns

About us

We're a small, 100% remote software company with a core belief that business can be a force for good. We currently have 8 owls, who are all working on our single software product, KnowledgeOwl, in a passionate pursuit of our mission:

We share the KnowledgeOwl experience
Making valuable knowledge base software
Giving great service to everyone we meet
With the belief that business can be a force for good
Being helpful and kind in all our actions
To make life better for ourselves,
Our teammates, our customers,
And our communities too.

Our customers use us for everything from organizing their local sports teams to providing product documentation, capturing internal HR and customer support docs to displaying customer-facing portfolios and support materials.

We’re a diverse team, and we strive to create the type of work lifestyle that we want. We’re trying to do business in ways that make the world a better place. We work from the United States and Europe. We're all motivated to help people, and we've designed our product and support to do just that.

In 2020, we started our journey towards becoming a B Corp. We put our mission down on paper and wrote a five-year vision for the company. That vision describes the future we are building, including true employee ownership, Best For The World B Corp honors, and rock-solid financials.

At the center of all that is a true dedication to providing an amazing experience for our customers, what we call the KnowledgeOwl experience. We build features based on customer requests and input. We give customers a lot of ways to customize their knowledge bases and we pride ourselves on quick support turnaround and helpful solutions.

Diversity and Inclusion

We believe in supporting people, and building a diverse, equitable, and inclusive company is core to our mission and values. Our goal is to ensure that KnowledgeOwl maintains an inclusive environment where all people feel that they are equally respected and valued. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status.

We believe that our differences can create new ideas, offer unique perspectives and speak on behalf of all of our customers and consumers. If you think you have what it takes but don't check all the boxes, reach out anyway - we’d love to hear from you.

Who you'll work with

You’ll be part of a small but dedicated team. Here’s a sample of who you will be working with:

  • Anne is our Lead Support Owl & Breakfast Hoot-dini. She manages the day-to-day support operations of the company, and you’ll work side-by-side with her to figure out what customer success operations look like at KnowledgeOwl.

  • Sorin is our Support Engineer & Seeker of Sounds from Beiuș, Romania. As our sole support engineer, he spends most of his time providing great customer service and technical support to our customers. 

  • Kate is our Chief Product Owl and Resident Cheesemonger. While she wears many hats, Kate spends most of her time focusing on Product Management and the KnowledgeOwl experience. She also helps with support and escalations. She is our best practices guru and was formerly a customer!

  • Marybeth is our Chief Executive Owl. As the CEO and visionary, she is accountable for the vision, culture, embodying the brand, and managing key relationships. Before we hired Anne, she had done the majority of our first-line customer support and been the de facto lead support owl.

  • Will is our Chief Operations Owl. As the COO, his job is to provide servant leadership, management, and accountability to the operations team. You will report to him.

Additional Details

We want someone who is able to work during US business hours up to 25 hours per week at hourly rate range between $50 - $65 depending on experience.

In return, you’ll get to work with a wide range of customers and be part of our owl-some team, with flexibility in your schedule and the opportunity to contribute to a great product.

This is a contract position. We do not offer insurance, retirement, or similar benefits at this time. 

If you are interested in starting a conversation about the position please complete our survey/application or feel free to email Will at will@knowledgeowl.com. We look forward to hearing from you!

As of November 29, we are currently pausing on reviewing new applications as we work through interviews with our first round of applicants. If we do not fill the position from this round, we will continue to process applications in the order they arrive. We want to be upfront as we don't like to leave applicants waiting and it will take us about a month to work through the current round. Please email will@knowledgeowl.com if you have any questions!

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