Customer Success Specialist

United States

Cloudpermit is hiring a Customer Success Specialist (CSS) to support our customers as they transition from prospects to active users of our SaaS products. This individual will be focused on building and maintaining long-term client relationships by establishing trust and demonstrating product and industry acumen.

About Cloudpermit

Cloudpermit is the fastest-growing community development, SaaS (software-as-a-service) company in North America. We provide local governments and their citizens with cloud-based software products for all land management processes, including permitting, code/zone enforcement, business licensing, city planning, and more. Headquartered in Reston, VA, Cloudpermit was founded over ten years ago and is growing rapidly across North America. Cloudpermit is committed to delivering efficient, accessible, and smart land management software for agencies and citizens nationwide.

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Responsibilities and Duties:

Proactively engage our customer base; measure weekly activity (outbound phone calls & meetings) and report on success or failures.
Maintain retention goals and success milestones for our clients.
Promote the value of Cloudpermit products and services.
Establish relationship with customer accounts in given territory; seek to improve all aspects of the customer experience with Cloudpermit.
Suggest new Cloudpermit products and features as needed; create and manage new opportunities within the existing account.
Promote an energetic fan base for Cloudpermit products and locate brand ambassadors to share Cloudpermit’s benefits and value.
Maintain a detailed understanding of Cloudpermit and Community Development Software products and services, assist customers with questions, and suggest the best products for their needs.
Optimize existing processes within the company and actively enhance all Customer Success initiatives; establish communication channels with all Cloudpermit staff and work collaboratively cross-departmentally.
Maintain a clear and detailed book-of-business, fully knowing your accounts and the needs of the client stakeholders and communities they serve.

Qualifications, Skills, and Past Experience:

3+ years of experience in a Customer Success and/or Customer Support role at a Software-As-Service company.
1+ year of experience in Community Development or Gov Tech Customer Success position strongly preferred.
Candidate should be highly analytical and able to clearly communicate complex information to a wide range of stakeholders with varying technical knowledge.
Excellent written and demonstratable communication skills.
Technical skills required, including strong knowledge in Microsoft Office suite, Salesforce and cloud-based software configuration.
Accountability and personal organization are essential.
Ability to establish milestones and keep on task.
Experience analyzing and optimizing existing processes to benefit both our clients and our Customer Success Department.
Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.

Company Culture

Focus - We are focused on our passion, work ethic, and goals, so we can continue to push forward and create innovative software.

Collaboration - We work and succeed as a team at Cloudpermit because we're stronger together. We accept each other’s strengths so we can learn from one another and become better.

Respect - Respecting our customers, and respecting each other, is of the utmost importance. We trust our team to do great work and stay open to new ideas.

The Cloudpermit team is comprised of motivated, positive, and tech-savvy team members. We enjoy working as a team to solve problems and thrive on collective and personal success. At Cloudpermit, you will be assigned engaging and challenging projects and will have opportunities to give input and direction. The Cloudpermit work environment is inclusive, challenging, and rewarding.