Customer Success Manager

About Factal:

Factal is a risk intelligence and breaking news company that helps the world’s largest organizations protect people, avoid disruptions and expedite disaster relief. Powered by a hybrid of advanced AI and experienced journalists, Factal detects and verifies critical events like severe weather, conflict and crime in real time. Trusted by many of the world’s most prominent companies and more than 250 humanitarian NGOs, Factal’s products include a web platform, mobile app and data products that are sold on an annual basis.  

About this role:

Factal is seeking a full-time remote Customer Success Manager in the US to focus on customer satisfaction, retention and growth. The candidate should be in the Central Time Zone, ideally in the Chicago metro area.   

You’ll serve as the primary point of contact for key trial and member organizations, training users, conducting product briefings and business reviews, responding to incoming customer requests, and communicating with Factal team members. 

Responsibilities include:

Product expertise 

You’ll be as knowledgeable about the Factal platform and its various integrations as anyone in the company. As you help customers succeed, you will translate the lessons learned to accelerate the success of your other accounts.

Training 

From onboarding to explaining new features, you’ll be presenting Factal via video calls, documentation, and in person to users of all skill and familiarity levels. Factal regularly launches new features, and this role is critical to educating the customer base.

Relationship-building

Customer success drives not only renewals but expansion and new business at Factal. You’ll be the face of the company to decision-makers responsible for Factal’s progress and growth.

Problem-solving 

You’ll proactively resolve issues customers face, whether technical, editorial, or user-management. You will collaborate with customers to configure a Factal environment that best suits their roles, creating a customized user experience.

Advocacy 

You’ll provide insight and communicate customers’ feedback and product suggestions to internal teams, including Sales, Marketing, Editorial, and Product.

The ideal candidate will:

• Have a minimum of two years account management experience with enterprise clients
• Effectively and professionally communicate through all mediums (verbal, listening, written), including curating video walkthroughs for members, and leading in-person meetings
• Ability to develop solutions to challenging member problems
• Have experience asking tough questions in order to identify customer needs, with the ability to effectively identify decision makers, influencers, end users, and other key roles 
• Embrace a growth mindset, working to improve customer experience even when they’re satisfied with the status quo 
• Know how to use CRM tools like HubSpot or Salesforce, and recognize the value in recording detailed notes on customer conversations
• Be intellectually curious, aware of current events, and willing to embrace new technologies
• Be passionate about Factal’s technology and mission - to protect people from imminent harm and help those in immediate need
• Comfortable working independently in a remote setting, and occasional travel

If you’re a news junkie who enjoys mastering AI software tools and helping people use them in new ways, this is the role for you.  

More reasons to work at Factal:

• Full Medical, Vision, and Dental Coverage
• Basic Life Insurance Policy fully covered by Factal
• Generous PTO and Parental Leave
• 401K
• Stock Options
• Lots of dog pics

Additional details about total compensation and benefits will be provided during the hiring process.

The base pay range for this role is $65,000 - $85,000. Compensation is a mix of base salary, bonus and stock options. Salary will be commensurate with experience.  

Please note that a background check will be conducted as part of the hiring process.

Factal participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Non-discrimination:

Factal pays competitively and offers equal employment opportunities to all candidates. Factal does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.