As a Success Coach at Funnel, you will drive adoption and churn mitigation for a large portfolio of paying 'Starter' customers globally and enable them to handle, analyze, and optimize their data and account setup. If you love to solve advanced data use cases, consult existing customers on how to optimize their Funnel implementation, and have frequent value-driving and troubleshooting customer calls in a fast-paced environment – this is the chance for you!

The Scaled Customer Success team manages a high volume of customer relationships at scale. It focuses on delivering value to customers by leveraging automations and one-to-many communication channels. This role specifically will focus on applying the human touch and provide account-specific 1:1 assistance on key moments that matter in the customer journey, complementing the work of the Scaled Customer Success Managers that focus on the 1:many motion.

Responsibilities

To be successful as a Success Coach at Funnel you need to be passionate about understanding your customers’ business, the value they expect from our tool, and delivering personalized and effective setups. You will develop and maintain a solid understanding of the Funnel platform and be heavily involved in the entire customer lifecycle.

Day-to-day responsibilities include:

• Work to understand your customers’ business, goals, needs, and opportunities for use case expansion with Funnel

• Work well with other technical teams at Funnel - including Solutions Consulting and Development teams - both to ensure effective customer onboarding and to troubleshoot technical issue escalations from our Support team.

• Conduct regular Account-specific setup reviews to drive product adoption and stickiness, reduce time-to-value, and provide ongoing value throughout the customer journey.

• Use customer usage metrics to find opportunities to deepen Funnel's footprint and impact with our customers

• Serve as the customer's trusted advisor and product expert, hosting training sessions as required to support ongoing customer education and new use cases for Funnel

• Share how our company and product direction will contribute to our customers' marketing goals

• Advocate internally for your customers’ needs with Product and other stakeholders to ensure we're working in the best interests of our customers

• Identify churn risks early on and mitigate them through proactive human outreaches

• Contribute to our team development by being a strong team player and sharing knowledge and best practice from your individual experiences

• Operate in a fast-paced environment, juggling priorities of multiple internal and external parties efficiently and effectively.
  

Who you are

• Service-minded - you get energy from talking to a high volume of customers across different channels, especially via customer calls.

• Problem solver - you not only help to solve immediate problems but also strive to help the customer long-term, with clear explanations of recommended solutions

• Technical aptitude - you are data-driven and have good technical capabilities

• Strong communicator - you can create rapport with customers and colleagues quickly and can communicate objectives and needs clearly

• Effective time manager - you are comfortable with change and ambiguity and can switch contexts and restructure priorities with ease in a dynamic environment

• Team player - you are a self-motivated, dedicated teammate with a growth mindset and collaborative work approach focused on team success

Skills and experience

• 3+ years of experience in a client-facing and relationship-building role, such as Customer Success, Support, Onboarding Specialist, Technical Sales or similar
  
  

• Analytical skills - you actively listen to internal and external stakeholders and feel comfortable digging deeper into data to generate answers and insights
  
  

• Fluency in spoken and written English
  
  

Nice to have:

• Proven experience working with digital marketing data or other types of data such as CRM / ERP is preferred but not essential

• Proven experience working at a high-growth startup / scale-up
  
  

Who we are

→ Take a look at our Funnel benefits and perks!

Funnel is the leading Marketing Intelligence platform that empowers marketers to automatically collect, model, visualize, and analyze data from over 500 marketing platforms—without the need for SQL or scripting. Now equipped with measurement, Funnel combines Marketing Mix Modelling, Multi Touch Attribution, and Incrementality Testing to triangulate the true effectiveness of marketing efforts and provide smart, data-driven suggestions.Trusted by more than 2,000 businesses worldwide, including globally recognized brands such as Adidas and Sony, Funnel generated over $50M in ARR in 2023 and continues to feature in the FT 1000 list of Europe’s fastest-growing companies.Since its founding in 2014, Funnel has grown into a global team of over 300 employees, with offices in Stockholm, Boston, Dublin, London, Hamburg, and Sydney.


Other information

This role is located in Boston. We value increased in-person collaboration, and as such, we work four days a week from our offices.

Funnel is an EOE/Veterans/Disabled/LGBTQ employer
We uphold and promote a “people first” culture where we consider team achievements and mental well-being key measures of success. We continually celebrate the diverse community different individuals foster. Our inclusive culture inspires us to try new things, speak openly, and be bold. Our inclusive culture empowers all of us to connect, belong, and grow. As an equal opportunity employer, we stay true to our mission by welcoming the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, color, religion, disability, sexual orientation and beliefs.

Funnel is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 857-663-0936 or send an e-mail to accommodations@funnel.io and let us know the nature of your request and your contact information.

Department

Customer Success US

Locations

Boston, Massachusetts, United States

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