Client Services Manager
Integrate IQ is seeking a Client Services Manager to join our team and help build out our customer success and support processes. In this role, you will own the post-sale customer experience from onboarding to ongoing support. You should have a knack for developing amazing support documents and resources to thrill customers.
If you’re an equal parts relationship builder and support process lover, this role might be for you. You don’t mind optimizing a good process already in place and you believe there is a better way to make clients ecstatic AND move faster than your peers. Our ideal candidate has an internal drive for growth, unmatched communication skills and a strong desire to solve actual business problems with repeatable, support processes.
This role was created due to rapid growth through last year with a need to keep up with demand from our sales efforts. The right candidate will want to not only push forward our support process and resources, but constantly offer up ideas on how to improve our customer experience.
You will be working alongside our Head of Operations, who has helped grow and scale teams from 30 to 500. If you love the feeling of guided freedom to expand a support process on your own but have the support of those who have done it before, this job is for you.
What You’ll Need
Have a heart for the customer
Direct experience optimizing a customer experience process.
2-3 years of experience with HubSpot
2-3 years of customer success experience
Direct experience in SaaS customer success or support is nice to have.
Outstanding verbal, written, organizational, and interpersonal skills
Proven success in a fast-paced environment (no, really speed is key!)
BA/BS degree required
What You’ll Do
Onboard and set expectations for new clients.
Build out ideal client support model.
Manage day-to-day customer success process.
Maintain streamlined process for sales handoff to onboarding.
Develop process improvements to optimize client management activities.
Engage with clients and others with Vidyard videos.
Guide clients in our non-technical process from kickoff to final sign off.
Intake and maintain client feature requests; update clients on new feature releases.
Develop process improvements to optimize client management activities.
Drive high NPS scores and testimonials.
A Day In the Life
We think it is important to know how we expect time spent to be successful in each role. Below you will see where we believe you would spend your time to maximize your success during and after your ramp period.
First 90 days
New Client Onboarding (50%)
Existing Customer Requests (20%)
Internal onboarding about our products and processes (20%)
Evaluating customer support online resources (10%)
After First 90 days
New Client Onboarding (50%)
Existing Customer Requests (20%)
Build and Maintain Client Support Model (20%)
Client Onboarding and Maintenance Process Optimization (10%)
Why This Role Will Be Successful
You can hit the ground running because we understand remote work and more importantly, remote culture.
Optimizing our onboarding process will continue to show faster time to value.
We can scale further with our popular managed service not requiring IT expertise from our clients.
We are consolidating our SaaS products into one platform in Q2 to help our clients enjoy success faster.
We prioritize and deliver on providing a truly best in class service experience.
Our strategy is tested and driven by our CEO, who has has built and scaled multiple SaaS companies, including one which sold to HubSpot.
Our Hiring process
Finding a new job is not fun and it can be confusing (and slow) for most of us. We want you to know our exact process, to be as transparent as possible as we both get to know (and hopefully like) each other.
Applicant review
Welcome to the hiring process! You’ve formally applied and someone will review your application and get back to you, regardless of the outcome.
Initial Screen
You’ll connect with someone on a video chat, so we can get a better idea of your background and you can learn more about the role. We answer your questions and learn about you.
Group Interview
Meet a few IQ team members in this next step. You’ll be assigned a small task (never more than 30 minutes) and you show off some of your skills in a group setting.
Final Interview
We get into the weeds and you leave with a full picture of what it’s like to work at Integrate IQ. We sometimes even invite customers or partners to participate.
Offer Letter
Our favorite part of the process where we make things official and welcome you to the team. You will understand all our perks, benefits, and general life at Integrate IQ. Let’s go!
Perks & Benefits
We created Integrate IQ to be unique in many ways to our clients and our team members. Our structure not only creates success for our clients, but we think it makes joining our team a great move for your career and personal life.
Work where you want. We’ve been doing it for four years. It’s the best!
We all need time away and we require you use at least 50% of your allotment.
For important days of celebration or reflection (and the last week of the year), we don’t work.
Great Blue Cross Blue Shield insurance plan for you and your family.
“Use What You Need” time away from work policy.
The best software tools to make you productive and happy.
Paid time off for bereavement and jury leave.
We won’t spoil the surprise, but you will LOVE your blue box.
What Our Team Members Say
Family Matters
“I work hard, but I’m not working crazy hours. I see my family and my friends.”
Make The Call
“Our team decides on many key decisions on how to approach our projects.”
Not Just Work
“The vibe with our group is more like family. We laugh a lot and still get things done.”
Remote + Fun
“We actually enjoy each other, even though it’s remote.”
Work Over Meetings
“I’m not buried in meetings. I get to do real work.”
Trust
“We are trusted to make decisions and solve problems.”
Our Values
A key part of finding a candidate that fits our team is how they align with our values. These five values are not just platitudes or posters (virtually) hanging on a wall. Instead, this list explains how we behave, what we promise to those we serve and to each other.
We work hard so others never think twice of sharing access to their data AND strategies.
We believe being grateful and graceful must be expressed to others.
We execute faster than anyone. You will not believe it when you see it.
We may be technically focused, but humor and sometimes silliness is present in all our interactions.
We are wired to find a way to say yes in an industry where customers are told no or charged constant fees.
Frequently Asked Questions
If you’ve read this far down the page, we want to shift to what our customers (and maybe you would) ask us when we first meet. These common questions will give you a sense of our value proposition and approach to which segments of the market we serve.
How Long Does it Take?
We pride ourselves on speed and accuracy. The Integrate IQ on-boarding process is extremely structured. From the beginning, we tell you what we need from you and what to expect from us, complete with deadlines for every phase of the project. Typically the process takes 2-3 weeks in total to complete.
What if My Software Isn’t Listed?
We’re not scared. As long as your software has an open API, we can connect it to HubSpot. Some of favorite projects have involved esoteric, niche softwares. Whether your software is in the cloud or the closet, odds are we’ll be able to connect it.
Can’t Zapier Do This?
Make no mistake: we LOVE Zapier and use it frequently. If Zapier has an integration that solves your problems, we strongly recommend you use it! If your integration needs to go deeper than what Zapier can provide, that’s where we come in.
How Much Does it Cost?
Every integration project comes with a one-time setup fee and a 12-month maintenance agreement.
Monthly pricing is based on number of contacts. After the initial 12-month term, clients are moved to a month-to-month agreement.
I’ve Been Told This Isn’t Possible. Is it?
99% of the time, the answer is yes, it’s possible. We encourage you to challenge us on this. If you’ve been told it can’t be done, we’re the ones to call to get a no-nonsense final answer.
I’m Not in the US – Can You Still Help?
Of course! Our integration process can work anywhere. We have expert engineers fluent in both English and Spanish, and can work with you regardless of your location.
