Job description
Role Overview:
Hey there!
We’re Scale Army, and we’re looking for a strategic, business-savvy Customer Success Strategist who can help us elevate our client relationships to the next level. If you thrive in fast-paced environments, have a strong understanding of business operations, and love working with clients to identify new opportunities, then keep reading.
In this role, you’ll be responsible for ensuring that our clients are set up for success from the very first interaction and beyond. You’ll help onboard new clients, identify upsell opportunities, and continuously engage with them to make sure we’re always meeting their evolving needs. You’ll be the strategic partner they turn to for guidance, helping them scale by providing tailored staffing solutions that fit their goals.
This position is perfect for someone who understands the bigger picture—someone who can balance operational needs with high-level business discussions, and isn’t afraid to roll up their sleeves to make things happen.
Key Responsibilities:
Client Onboarding: Facilitate the smooth onboarding of new clients and hiring managers who are working with Scale Army for the first time. Ensure they are set up for success from day one.
Client Segmentation: Categorize new clients into specific buckets based on their business needs and help align staffing solutions that will best support their growth.
Upsell Strategy: Work closely with the team to identify and strategize additional roles and services that can be upsold to existing clients, helping them scale efficiently.
Client Check-ins: Regularly check in with clients to address any administrative issues, such as PTO, equipment needs, etc., following internal SOPs for resolution.
High-Level Business Discussions: Engage with clients in high-level business discussions, offering insights and recommendations based on your understanding of their business goals.
Ad-hoc Meetings: Be available to attend ad-hoc meetings to address client requests and concerns, providing tailored solutions as needed.
Kick-Off Calls & Upsell Roadmaps: Schedule and manage monthly Kick-Off Calls and Upsell Roadmaps for each client to ensure a clear plan and strategy for continued success.
Qualifications:
Experience: 3-5 years in a customer success, account management, or client-facing role.
Communication: Excellent written and verbal communication skills; ability to articulate complex ideas clearly.
Business Acumen: A strong understanding of business operations and the ability to speak intelligently about client needs.
Problem-Solving: Strong organizational and problem-solving skills with the ability to address client issues efficiently.
Tools: Familiarity with CRM systems and project management tools (e.g., HubSpot, Trello, Slack).
Personality: A proactive, self-starter with a positive, customer-first mindset.
Why Scale Army?
Competitive salary and benefits
Opportunity to work with a diverse team across various industries
Flexible, fully remote role
Room for growth and career advancement
Application Process:
To be considered for this role these steps need to be followed:
Fill in the application form
Record a video showcasing your skill sets
