About the Position
CollBox automatically takes over all past-due bill follow-up for law firms, including smart e-mail reminders and friendly human phone calls from our team of trained Accounts Receivable experts. CollBox seamlessly integrates with the firm’s existing tools and gets them paid an average of 40% faster while freeing up staff to focus on doing what they do best — serving the firm’s clients.
CollBox is looking for Customer Success Lead to join its team and support the businesses that trust CollBox with their Accounts Receivable follow up processes.
Learn more about CollBox here.
Duties & Responsibilities
As the foundational hire on the Success team, you’ll be at the forefront of supporting our existing customers while building and owning scalable support and success processes from the ground up.
Develop and implement a plan to proactively engage with CollBox customers as a means to provide support, determine satisfaction (and identify risk), and develop long-term relationships to boost retention
Address customer issues or concerns, ensuring swift resolution and customer satisfaction
Become an expert in the CollBox product as well as law firm billing practices to help clients understand, implement, and maximize their results from our service
Be the champion on the CollBox team that our customers want to turn to when they need help
Deliver a frictionless onboarding experience for new customers, ensuring customers understand and feel confident using the product
Maintain knowledge base of CollBox product offerings and updates
Identify success stories that can be turned into great content to share how CollBox helps law firms
Document customer preferences, communications, and outcomes in CRM / other tools
Monitor and report on customer churn / retention
Must-Haves
Willing to take ownership of and be responsible for meeting retention targets
Self-starter with a bias for action (rather than waiting to be told what to do)
Provide excellent customer experience through high-quality written and verbal communication through multiple support channels like email, chat, phone and Zoom
Comfortable spending time on calls and Zoom meetings with clients on a regular basis
Strong organizational skills and attention to detail
Comfortable with modern and rapidly-changing technology
Creative problem-solving abilities and a positive attitude
Demonstrated history of meeting and exceeding target success KPIs
Familiarity with best practices to gauge customer sentiment and risk
Nice-to-Haves
2-4 years working in customer success and support, preferably for a tech company
Eager to collaborate with teammates to build new processes and improve customer experience
Knowledge of SMB law firm finance and/or experience supporting law firms is a huge plus
Bachelor’s Degree preferred
Fluency with modern support technology
What’s In It For You
Competitive salary + bonus structure based on retention targets
Generous equity package
Unlimited PTO
Company-subsidized health insurance
Highly-collaborative and transparent work culture
Top of the line equipment so you can do your best work
Access to top-tier mentorship in the Austin startup scene