Customer Success Associate

About us

Shorthand exists to empower creative teams to produce and publish beautiful, transformative content radically faster. We've begun our journey by creating an easy-to-use platform for one of the most creatively and technically demanding use cases on the web — immersive feature stories — and we're proud to count many of the world's best known and most discerning publishers, brands, not-for-profits, and universities as loyal customers.

Shorthand is a growing, investor-backed company with customers on every continent (except Antarctica), and there's never been a more exciting time to join our band of geeks with art and heart.

We're looking for a driven Customer Success Associate based anywhere in Australia that gains deep satisfaction from helping customers reach their goals. This is a fantastic opportunity to join an ambitious but down-to-earth team that is making an outsized positive impact in the digital publishing space.

What you'll be doing

As a member of the Customer Success team, you'll work closely with your colleagues in Customer Success, Sales, Technical Support, Growth & Marketing, and Engineering. You'll guide our customers through best practices in the Shorthand platform, ensuring they achieve their publishing goals. You'll also assist with resources and support for all user groups.

In this role, you'll:

• Drive customer success by ensuring clients achieve their business outcomes through effective Shorthand adoption while serving as a trusted strategic advisor.
• Become an expert in using Shorthand.
• Establish and revise goals each customer is aiming to achieve with Shorthand, and track progress towards those goals.
• Be the go-to person for customer accounts assigned to you, and develop deep relationships with key personnel in your growth accounts.
• Educate customers on how to use the platform and quickly help them to understand the value proposition of Shorthand for their business.
• Lead co-creation sessions and provide specific story feedback to customers.
• Guide and advise all customers as required.
• Provide an outstanding customer experience at all times.
• Provide feedback on customers, customer experience, performance and outcomes when requested.
• Quickly and efficiently answer customer questions, resolve issues or escalate them to the correct person via relevant customer communication platforms daily.
• Triage customer communication to the correct person/team when required.
• Handle basic account admin for customers and ensure all customer data is up-to-date.
• Run webinars and demos, and record/edit short tutorial videos.
• Assist with creating or maintaining training materials and resources, guided by your direct customer interaction and experience.
• Identify and escalate customer growth opportunities to Sales.
• Collaborate daily with colleagues in Customer Success, Sales, Growth & Marketing, Engineering, Technical Support and Finance.
• Report bugs and potential platform improvements.
• Use relevant tools for daily customer interactions, light data analysis and administrative duties (including but not limited to Front, Elevio, Pipedrive, Chargebee, Notion, Linear, Shorthand Community).

What we're looking for

The successful candidate will have:

• Minimum of 1+ years of experience in a customer-facing role.
• Strong communication skills, both written and verbal.
• An eye for or experience in design.
• Experience in web design or publishing (CMS or website management).
• HTML, CSS and/or Javascript experience.
• Experience with web analytics and SEO
• Experience in a small business, startup or B2B SaaS environment.
• Very high achievement in your chosen field as demonstrated by outstanding performance in a previous role or academic results.
• A strong preference for remote work.

The following are desired but not essential: 

• Experience in journalism, communications, or closely related field.
• Remote work experience.

You'll be a great fit for our team if:

• You love storytelling, especially visual storytelling.
• You are whip smart, as demonstrated by career achievements and/or school/university results.
• You are curious and willing to learn.
• You have exceptional attention to detail.
• You are collaborative and know how to work with others to meet shared goals.
• You gain deep satisfaction from helping others reach their goals.
• You are a proactive self-starter, who does not need to be told what to do and will be resourceful in order to find solutions to any challenge.
• You thrive in a fast-paced and demanding environment, and possess a high level of intellectual curiosity.
• You are intrinsically motivated, deriving happiness from a job well done.

Why work for us

We offer:

• Fully remote working and an allowance for a co-working space.
• An allowance for setting up your home office, a laptop, and any peripherals you need to do your job.
• An Employee Option Plan for all team members.
• True autonomy, with freedom to own and grow the role you occupy.
• The opportunity to work in a growing SaaS company that is still small enough that you can make a real impact.
• A Health and Wellness fund to support a healthy lifestyle, as well as access to coaching and counselling services.
• Paid parental leave if you are growing your tribe.
• The base salary range for this position is $60,000-80,000 AUD plus superannuation. Base salary ranges are determined by multiple factors unique to each candidate, including but not limited to skills, experience and local market benchmarks.

Shorthand's interview process

We value direct communication here at Shorthand and want to be transparent on how we hire. Our process involves:

1. An initial Zoom screen: You'll have an informal Zoom meeting with HR or the hiring manager to discuss your background, the role, and what led you to apply.
2. A work task: We'll ask you to complete a take-home task, similar to the work you'll be doing in the role, using our software platform. This should take approximately 2-4 hours. This helps you to develop familiarity with our platform ahead of meeting with the hiring panel and helps us to verify that you'd be a great fit for the role.
3. Interviews: You'll have interviews with the hiring panel over Zoom. You'll typically get to meet another 2-3 people from Shorthand, including our CEO. 
4. Final checks: The successful candidate will undergo a reference and criminal background check prior to us sending the final employment agreement. 

Our workplace is 100% distributed and all interviews are conducted virtually unless otherwise advised. Please let us know of any reasonable accommodations you may need during the interview process.

Applications will close on or before Friday 22 August please apply as soon as possible and use PDF versions of all documents.