Cooleaf's award-winning engagement platform gives your people the ability to be seen, heard, and valued at work.

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Customer Success Manager
Atlanta • Remote

At Cooleaf, we empower midsize to enterprise customers with an award-winning technology platform that gives people leaders the ability to:

  • Listen to team sentiment through quick pulse surveys
  • Recognize and reward team members for their accomplishments
  • Tie small incentives to actions on thousands of SaaS platforms
  • Engage team members in virtual challenges focused on business goals, fitness, giving, innovation, and much more
  • Leverage our deep analytics and insights to transform their behavioral engagement efforts from gut-driven to data-powered

As Cooleaf’s new Customer Success Manager, you’ll be the face of Cooleaf to our customers. You should have a healthy obsession with constantly improving the value our customers receive from working with us.

What you'll do

  • Support B2B Customer accounts across the entire engagement lifecycle
  • Own responsibility for developing, growing and maintaining healthy customer relationships while owning net revenue retention goals, renewal and net churn targets, and overall customer happiness levels.
  • Provide strategic and tactical direction to the customer accounts, leading them in the generation of metrics for realization of customer value.
  • Actively listen and understand client goals and devise real time solutions to address and measure against those goals and expand/upsell product offering to create the optimal experience.
  • Conduct periodic customer reviews (on-site and/or virtual/Zoom based).
  • Work with our Product team to prepare and educate customers on new features and releases.
  • Identify churn risk and collaborate with internal teams to remediate and ensure a successful renewal.
  • Develop and implement strategic program designs in some of the following areas:
  1. Health and Well-being
  2. Diversity and Inclusion
  3. Productivity and Performance
  4. Corporate Social Responsibility
  5. Learning and Developmentx
  • Create communication strategies to drive utilization and adoption of core feature set
  • Lead technical assistance and Best Practice Webinars for Accounts
  • Help to train and familiarize customers on our platform during implementation and customer on-boarding
  • Serve as the key point of contact for Account Admin questions, and use your resourcefulness and creativity to design impactful programs and strategies that drive meaningful business value and engage employees at all levels of an organization.
  • Develop productive and professional relationships with key stakeholders across Cooleaf’s customer accounts
  • Take initiative to identify and execute key strategies, data, reporting & tactics to improve the value that our customers receive from our program and technology platform
  • Train key customer points of contact and leaders on our technology platform
  • Help to route customer technical issues to our product engineering and support team
  • Collaborate to help develop materials and resources to help scale our efforts to maximize customer value from our program and technology platform (e.g. FAQs, Infographics, etc)
  • Stay up to date on industry trends and changes by conducting your own research and sharing your knowledge with the team
  • Exercise your creative muscles by devising new challenge ideas for our customers to help drive forward their business outcomes through an emphasis on ‘lead behaviors’
  • Help with other miscellaneous deliverables and tasks within our small (but growing) team

Requirements

  • 2+ years of customer-facing experience (Account Management, Customer Success, Employee Engagement or other related disciplines)
  • Great attention to detail (Please demonstrate this attention to detail by using the phrase ‘Cooleaf CSM’’ in your submission to us; please also answer the question ‘When was the last time you helped someone?’ in your submission)
  • Self-starter with a great attitude and high degree of empathy, people-first mentality
  • Fantastic written and verbal communication skills
  • Strong Keynote/Powerpoint/Google Sheets/Excel experience.
  • Highly creative with strong listening skills
  • Ability to empathize with users and buyers of our programs and technology (our primary users tend to be employees at companies; our buyers tend to be C-level leaders)
  • Proven ability to learn and retain detailed knowledge of product and feature set
  • Tech and data savvy, with high level of comfort presenting data to tell a story
  • Excited about joining a small but growing team that’s making a difference for companies and employees
  • Four year university/college degree required

Highly desired, but not required:

  • Previous SaaS and/or startup tech experience
  • Experience with Customer Engagement Software/Programs
  • Proficient in Google Office Suite
  • Experience with: Canva, Trello, Hubspot, Front
  • Experience with SaaS Renewal/Upsell or Sales

A little more about us...

We are a well funded startup that has helped our customers achieve results like reduced employee turnover, improved sales/support metrics, and superior employee satisfaction. We work with midsize to enterprise Fortune 500 customers like Synovus Bank, Signant Health, Rubicon Global, Freshly, Auburn University, and many others.

We have won numerous honors and awards including G2 "High Performer", ‘Atlanta’s hottest startup’, ‘Best B2B enterprise mobile application’ and more. We’ve also been featured on NPR, TechCrunch, Atlanta Business Chronicle, WSJ, AJC, and more.

While we’re a virtual team, you’ll be happy post-COVID if you’re in Atlanta as our office is located in the bustling Atlanta Tech Village (ATV) with benefits that include free coffee, (tons of) snacks, ping pong tables, arcade games, lunch (Fridays), Coke Freestyle, and (free!) beer. You’ll be surrounded by amazing people achieving the seemingly impossible.

Equal Opportunities

Cooleaf is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.

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Business Development Representative
Atlanta • Remote

The Cooleaf Business Development Representative (BDR) will have responsibility for building a healthy sales pipeline of net new sales opportunities. Working with the leadership team, Cooleaf’s BDR will proactively reach out to targeted prospects to engage them in an initial conversation about their requirements around recognition, engagement, and culture in a world of increasingly remote teams.

As opportunities are identified and pass initial qualification by the BDR, they will then be passed to the Sales Team for further qualification before acceptance as a Sales Qualified Lead. Over time it is expected that the BDR will grow with the role, expanding responsibilities to include taking smaller sales opportunities from initial conversation to sales close.

Key Responsibilities:

  • Meet and exceed monthly targets for calls made, and initial discovery calls completed.
  • Work with Cooleaf leadership to develop a plan to target the best personas and industries dependent on the current Cooleaf marketing and sales strategies.
  • Develop an excellent understanding of the Cooleaf platform with a focus on strategic differentiation to be able to share a compelling story.
  • Identify key executives, engage them in strategic conversations and qualify potential sales opportunities.
  • Continually assess and incorporate new prospecting, cold calling and email strategies into Cooleaf BDR campaigns.
  • Develop a working knowledge of top Cooleaf competitors and alternatives in the marketplace.
  • Daily use of software: document all accounts and customers with contact information and demographics, add all potential sales into opportunities. ---Always ensure an accurate running total of completed initial Discovery calls.
  • Professional sales growth: Actively participate in the quarterly and weekly meetings, be an expert on all BDR related goals, objectives and strategies.

To Succeed in this Role:

  • This is a quota carrying position. We will need you to achieve 30 qualified Discovery Meetings per month based on your outreach efforts to prospects. We will provide you with 60 days to ramp (no quota). We will revisit the goal regularly to make sure it is fair.

Required Skills/Competencies:

  • 3-10 years of sales/business development experience.
  • Proactive approach to sales opportunity development. Consistent approach day in and day out (pleasantly persistent).
  • Excellent team player.
  • Sales skills: excellent email writing and verbal telephony skills, prospecting, qualification, verbal presentation, and closing skills required.
  • Experience working with a variety of CRM and Sales Campaign tools. Comfortable working with Copper CRM and Sales Campaign tool PersistIQ
  • Extensive experience working with LinkedIn and LinkedIn Sales Navigator to identify key sales leads.
  • Demonstrated history of taking sales opportunities from initial conversation to close.
  • BDR team leadership experience would be an asset.
  • Meet or exceed revenue and/or activity quota through a Challenger Sales approach.
  • High energy, self-motivated and persistent.
  • Goal oriented.
  • Superior attention to detail (Please demonstrate this attention to detail by using the phrase ‘Cooleaf BDR' in your submission to us)
  • Excellent and persuasive oral and written communication skills required.

About Cooleaf:

Cooleaf’s purpose is to maximize engagement in behaviors that can drive positive outcomes for individuals and teams. We empower SMB to enterprise customers with an award-winning, AI-enabled technology platform that gives people leaders the ability to:

  • Recognize and reward team members for their accomplishments
  • Tie small incentives to actions on thousands of SaaS platforms
  • Engage their teams in challenges and immersive virtual experiences focused on business goals, fitness, community giving, innovation, and much more
  • Leverage our deep analytics and insights to transform their behavioral engagement efforts from gut-driven to data-powered

Equal Opportunities:

Cooleaf is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.

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