Customer Success Manager
JotformCouncil of the City of Sydney, New South Wales, AustraliaCustomer Success Manager
Jotform is a San Francisco‑based SaaS company with more than 30 million users worldwide. We are thriving and growing, and we’ve never needed outside funding. That’s because we like keeping things agile, independent, and fun. Jotform believes everyone should be able to create their own online forms. Our 10,000+ ready‑made form templates, 100+ integrations, and more than 380 widgets have made us one of the most popular online form builders for organizations of all sizes — from small businesses to enterprises.
About the role
This position is essential to ensure continuous operations for our Enterprise customers. Your main role is to field, troubleshoot, and resolve technical issues for our customers via live video calls. Additionally, you will be responsible for supporting our sales team with demoing the platform, or answering questions about prospective clients’ use cases on live video calls. As a Customer Success Manager (CSM), you’ll also collaborate with our developers. Our unique team culture allows remote employees to work closely with each other, along with in‑house teams in our offices.
Day in the life of a CSM at Jotform
- Provide first‑line diagnostic / troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve issues while maximizing customer satisfaction
- Utilize our support ticketing system to follow up with clients after support calls and respond to any tickets escalated to the Customer Success queue from our frontline support team
- Escalate tickets to appropriate teams as needed
- Provide accurate and timely support by documenting all issues and resolutions
- Document support and pre‑sales calls to maintain a database of client interactions
- Maintain communications with customers during the problem‑resolution process
- Act as a customer‑facing subject‑matter expert
What You Need to Be Successful?
About You
Our Process
We’ll review your application along with all the others we receive and pick the top profiles for a screening call. In many cases due to time constraints and our candidate volume, only the short‑listed candidates are contacted but we do consider each application carefully. If you have been selected as a short‑listed candidate, we will contact you for a short screening call to get to know you better. If you don’t get a call, please don’t be disappointed! We receive many applications for each role and have to prioritize who we speak to.
We thank all applicants in advance for their interest and taking the time to apply for this position at Jotform!
Jotform is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
Jotform values your privacy. You can find more information regarding our applicant privacy notice here : https : / / www.jotform.com / job-applicant-privacy /
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Customer Service and Information Technology
Industries
Software Development
Location
Sydney, New South Wales, Australia
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