Customer Success Associate

www.catchandrelease.com 

JOB TITLE:  Customer Success Associate (Full time) 

LEVEL: Individual Contributor

LOCATION: Remote Locations Available 

REPORTS TO: Lead Customer Success Manager

About Catch+Release

Catch+Release is a collaborative, creative platform built for marketing, production and creative teams to source + license visual content from the Internet. We enable our customers to create award-winning campaigns that perform beyond expectations.

We are a VC-backed tech startup providing a marketplace that connects brands to creators, who produce amazing assets that are posted to the Internet every single day. Once discovered, we have built the IP to help you safely license usage for all types of campaigns. 

As we scale our marketplace, we are committed to protecting and supporting the world's creators whom we compensate fairly for their amazing talents.  

Our customers include Google, Meta, Amazon, Uber, Disney, Nike, and ESPN, plus many of the largest ad agencies such as Weiden + Kennedy, McCann, MullenLowe, Mischief, who use the platform to produce award-winning ads, seen by many millions worldwide.

We are a remote-first company with team members concentrated in California and New York, and others distributed across the US.

About the Role

As the Customer Success Associate within Catch + Release, you will report directly to the Customer Success Lead over the department, and will need to be comfortable working with a variety of internal teams including Clearance and Business affairs team. You will be the face of the company to our Brands customers.. These customers have a long term relationship with our company and will require check-ins as needed and on a predetermined cadence. This role will prepare and execute check-ins with customers, logging of activities, Quarterly Business Reviews, and ensuring customers are getting value and understanding the value of Catch+Release. Most importantly you will be the “voice of the customer” to our internal teams, representing the customers long term needs to be successful. You will need to be comfortable working with customers of all levels of technical ability and be able to explain features and concepts in a clear and concise manner that shows the value of Found Content. 

A successful person in this role will be passionate about the company's vision to “License the Internet” ®. This position requires someone who is comfortable managing many customer accounts at one time and can pivot from project to project with short notice. As the Customer Success Associate, you may need to be able to think outside the box and find creative solutions to meet the needs of your customers. This position should primarily be focused on new and ongoing projects.  Your performance will be measured by Customer Satisfaction scores and metrics gathered by Customer Success post onboarding. 

What You’ll Do

• Be the primary point of contact for customers in your book of business post sale
• Develop trust with our customers through relationship building and helping them realize the value of our product
• Provide assistance to customers onboarding with our self help workflow as needed.
• Using project management methodologies ensure customers are hitting predetermined milestones in the customer journey
• Using established best practices for Customer Success to establish and maintain relationships across multiple channels and customers. 
• Proactively assist customers who are having issues with onboarding or using platform
• Work closely with the sales and clearance teams to ensure that premium customers are receiving a high level of service
• Maintain relationships with your book of business and be responsible for ensure they are hitting internal Customer Success metrics and goals. 
• Escalate customers who are not meeting goals or have issues appropriately. 
• Prepare data for, and host or be second chair on customer Quarterly Business Reviews (QBR) and touch points. 

What You Bring

• 2+ years of previous experience in a customer-facing role, such as Customer Success, or account management. 4+ years of customer service would be considered in lieu of Customer Success or account management experience.
• 18+ months experience supporting  a SaaS product, web-based applications, or cloud technologies
• 12+ months experience in licensing and/or clearance of licensing of multimedia content. 
• A track record of providing exceptional customer service and building strong relationships with customers.
• Experience using various Customer Success tools, such as CRM systems, support ticketing software, or customer feedback tools.
• Demonstrated ability to communicate effectively with customers and internal teams.
• Proven problem-solving skills and the ability to identify root causes of customer issues.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Experience collaborating with internal teams, such as sales, marketing, and product development, to ensure a seamless customer experience.
• Familiarity with sales processes and techniques to identify potential upsell opportunities and increase customer satisfaction
• Experience in using G-suite (google) products
• You are set up to work in a home office environment to align with our “remote-first” culture. (the expectation is that he/she is set up to work that way, vs needing an office or work space expectation of C+R). 
• Ability to thrive in an ambiguous, fast-paced environment by embracing an experiment-driven, fail-fast culture
• A relentless obsession and a deep sense of curiosity about our users and a drive to provide them with an exceptional experience  
• Ability to work independently and reliably in a fast-paced environment under tight time frames, simultaneously embracing C+R’s culture of collaboration and transparency
• Strong analytical and critical thinking capabilities
• A propensity for technology and scaling in general, and an enthusiasm toward disrupting an industry
• A love of building and collaborating toward a collective goal
• Comfort working in a fluid and ever-changing start-up environment

What Will Make You Stand Out

• Experience in project management methodologies, such as Agile or Scrum
• Experience at various growth levels of a startup company. 
• Experience analyzing customer data to identify trends and patterns and provide insights to internal teams to improve customer experience.

Who We Are

At Catch+Release we like to build, not maintain; create, not just operate. We're a unique collection of engineers, product designers, filmmakers, artists, marketers and licensing experts; pioneers who are building a platform that will change the content industry. As the first company to build technology that curates and licenses content from the internet, innovation has been part of our DNA since day one.

At Catch+Release, we believe that diverse voices and unique experiences make us better, enhance innovation, and bring richness to our work. We are building an inclusive environment where our team members feel they can thrive, do their best work, and feel safe to share ideas and speak openly. Our commitment to celebrating our varied cultures, backgrounds, and viewpoints is embedded in our core values of leadership, creativity, balance, curiosity, and compassion.

Our Values

• Leadership
  We show leadership by serving others through our own gifts/skills, communicating clarity of vision, and having courage to follow through
• Creativity
  We use our imagination to discover new possibilities, dissolve boundaries to find original ideas, collaborate openly, and bring craftsmanship to all we do.
• Balance
  Building a successful company requires recognizing multiple stakeholders. We must keep different perspectives in balance at all times.
• Curiosity
  We are driven to learn and understand. We employ a beginner's mind. We are curious about perspectives outside our own, and driven to act on new learnings.
• Compassion
  Compassion is empathy in action; caring about others, treating them with kindness, and acting with a strong desire to help. 

Some of the Perks

• 401(k)
• Medical, Dental, Vision, Disability insurance
• Life and AD&D Insurance
• Employee Assistance Program including mental health resources
• Pet Insurance
• Discount Marketplace
• Flexible PTO policy
• Stock option grant
• Funding support from well respected VCs
• Flexible, virtual-first culture
• Home office stipend
• Employee referral bonuses

Get In Touch

Ready to make a sizable impact and redefine the advertising production industry? Apply now! [insert JazzHR application link]

For more information, please visit www.catchandrelease.com or on social @catchandrelease.

Catch&Release, Inc. is an equal opportunity employer.

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