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Customer Success Representative



Customer Service, Sales & Business Development
Cleveland, OH, USA
Posted on Saturday, June 22, 2024

Customer Success Representative

Type: Permanent

Experience: 2-5 Years

Location: Cleveland, OH (mix of office and WFH)

OnStation, a rapidly growing B2B SaaS located in Cleveland OH, is looking for a Customer Success Representative. This person will work directly with our customers to ensure OnStation is meeting their goals. Your job matters to many people because you’ll be responsible for making sure customers get their desired outcome when using the OnStation app. You’ll focus on retention, preventing churn, building loyalty, and generating account expansion revenue. Your key performance indicator is annual revenue generated from existing customers.

This job is a challenge. We are the new kids on the block busting up the old ways of doing things. Not everyone is built for this challenge. This is not your “next” opportunity…. This IS your opportunity to have a seat on a rocket ship lifting off. It takes a specific type of person, a competitive persistent person. A team mindset with driving dedication to do your role at an elite level. If you’re the type of person that bets on yourself – apply. And answer our first question of why you are ready for this challenge?

Who We Are

The Leading Digital Stationing Platform: A collaborative digital stationing platform that provides location-based project record from bid to close. The mobile app instantly provides station, alignment, and offset details while on a project site. Projects come fully configured, making rollout simple, and our stationing experts provide a wide variety of support to ensure a smooth onboarding experience.

Join us in creating a better future where reliable project data (pictures, chats, e-tickets, core tests, and much more) is captured on-site and is visible within your organization’s dashboard presented within OnStation’s user portal. Never get lost or look for project record again.

Our Work Environment

As an organization, we value people who are dedicated and innovative and we reward them with challenging work, competitive pay (Vacation, PTO, equity potential) and the opportunity to build something better together. We are dedicated to creating better solutions for our customers, drive better business outcome and growth.

Day In A Life

· Managing churn and increasing customer retention

· Creating a viable onboarding process

· Educating customers with in-app help and improving customer experience

· Driving account expansion and growing lifetime value

· Introduce and educate customers on new features and updates

· Collecting customer feedback and closing feedback loops

· Building relationships by providing consistent value and fostering customer loyalty

· Mapping customer success journeys to spot and remove friction

· Building and implementing the right customer success playbook

· Liaising with the sales team to understand customer needs

· Liaising with the marketing team for better user insights

· Minimal monitoring and backup for customer support queues

· Occasional travel to trade shows and customer sites

Do You Have What It Takes?

· Excitement for being part of a growing company

· Persistence, empathy, drive, abundant energy, active listening, problem solving

· Detailed, organization and strong analytical skills

· Comfort in direct engagement with customers

· Experience with HubSpot, Notion, Zoom and LinkedIn a plus

· Team Player, Faithful and Honest – individuals must possess a “larger than me” purpose. All work leads to a common goal, doing well while doing good.

EEO Statement

We believe in equal employment and advancement opportunities for all people, based on ability, potential and record of accomplishment.

OnStation aims to be a game changer for the highway construction management industry. Our offering and app features will define how projects are managed in this space for years to come. Once established in the highway space - railroads, utilities and commercial development project are additional targets. Get in on the ground floor. Prove your abilities. Experience the opportunity of defining a large-scale application.