Overview

Location: Mode is a remote-first company with cross-functional teams based throughout the US and India. We welcome applicants for this role from all states in India.

We’ve built Mode from the ground up to be the best analytics platform for Analysts and Data Scientists. As we’ve grown, an increasingly broad audience—people on teams from Finance to Operations, Marketing to Engineering, and everything in between—has begun to use Mode to collaborate with analysts and use data in everyday decisions. For our 600+ customers, Mode is the central place where data experts and domain experts can come together to make sense of data at the rapid pace of business today.

As a Customer Success Associate at Mode, you’ll proactively monitor a portfolio of our startup plan customers to identify growth opportunities, track account health data, mitigate risk, and provide guidance on how to help customers get the most out of their data. You will use reporting and data to track customers throughout their journey with Mode, identifying challenges or growth opportunities. You will also use targeted engagements to help customers to drive adoption and engagement throughout the customer journey for Mode’s fast-growing, startup segment.

What you’ll do:

  • Be a Customer Champion: Monitor and manage Mode’s startup plan customers to track user engagement, adoption, and satisfaction to identify opportunities to engage with customers on their needs
  • Partner to Scale and Solve Problems: Work cross-functionally with support, account management, and other organizations to document and track customer feedback, provide customers with best practices and guidance, mitigate risk, and surface opportunities for growth.
  • Connect Customer Value to Retention: Monitor tech touch customers and drive engagement strategies to maximize customer retention and growth opportunities, delivering value to earn our customers’ business
  • Serve as a Trusted Advisor: Bring deep curiosity and empathy to become a Mode product expert, scaling your expertise, knowledge, and business acumen to guide customers to get the most value possible out of Mode

What we look for

  • Experience in a customer-facing role in customer success
  • Experience in conducting customer-facing group training sessions
  • Adept in having varying degrees of conversations with customers via Phone and E-mail ranging from technical product-oriented conversations to contract renewal, product adoption and best practices.
  • Experience working with internal tools and reports to monitor customers’ product utilization to proactively identify and recommend strategic adoption techniques
  • Experience working with Customer Success tools like Gainsight, Totango, ChurnZero etc.
  • Strong desire to learn and curiosity to understand how things work
  • Exceptional ability to prioritize and manage competing tasks; you identify the most important initiatives that have the largest impact on achieving your goals
  • Entrepreneurial approach to owning responsibilities with strong accountability to delivering outcomes
  • Motivation to be a champion of customers and represent their voice with empathy
  • Technical aptitude and ability to deeply understand Mode’s product, the analytics industry, and the value of modern approaches to working with data
  • Comfortable working in India afternoon and night shifts
  • Alignment with Mode’s values
  • Bonus: Experience in the data and analytics space
  • Bonus: Knowledge of SQL, R, and/or Python

About Mode

Mode is a collaborative analytics platform that brings teams together around data to make game-changing decisions.

We strive to put the people we do it for first in everything we do. This starts internally: together we’re building a culture that embraces diversity and learning, humility and gratitude. At the same time, we try not to take ourselves too seriously and strive for a healthy balance between work and personal pursuits.

Benefits you can expect as a Mode employee:

  • Generous, flexible PTO and family leave
  • Flexible work schedules — we trust you to know what will make you most productive
  • Generous professional development policy that includes funds earmarked for each employee’s discretionary professional growth — Have a conference you want to attend? A class you want to take? If it’s helping take your career to the next level, it’s on us.
  • Excellent health coverage for team members and their families (Mode pays 100% of the premiums)
  • Supportive work environment and a manager who is focused on your professional growth
  • Company events that highlight our team’s passions and hobbies

Mode is committed to building an inclusive and diverse workforce. We are an Equal Opportunity Employer and welcome people from all backgrounds, experiences, abilities, and perspectives.