Success Coordinator

Why Success?

We are the voice for our customers. Our product team reviews our feedback, asks us for advice, and engages with our customers proactively. We have a writer on our team who reviews what questions our customers are asking and improves our documentation, so the next customer doesn’t have to ask. We also work closely with an engineering team focused on critical issues and our escalations, so we don’t have to worry about our customers being impacted by major bugs for a long time.

We’re 100% remote, and our operations are designed that way. People work during the times that work for them. You are not expected to be on at all times, and there are no points for responding quickly to every Slack you receive.

We don’t overpromise our customers. Since we’re open source, our customers can see what we’re doing in our Github repository and our roadmap is publicly available for our customers at all times.

Many companies use the word success to describe jobs that are really sales jobs or account management jobs with quotas. We are not about that. We’re exclusively here to make sure our open source users, our future customers who are currently on trials, and our current paying customers all get the appropriate help they need to be successful.

The Success Coordinator will help our Success Engineering team by:

• Learn about our enterprise customers to come up with the perfect communication plan for each one and scheduling those regular touch points
• Attend or watching a recording of these touch points
• Summarize the meeting, providing any follow ups to our internal teams and the customer
• Share information gathered in the meetings with our product team, to provide critical feedback to shape future versions of Metabase
• Design personalized email communication for our enterprise customers, providing them timely and helpful information so they can use Metabase to its fullest extent.
• Be the librarian of our customer information and keep our CRM base of knowledge updated so anyone can know what is happening with any customer in the company.

Being a Success Coordinator at Metabase would be a great fit for you if you:

• Have excellent written and verbal communication
• Have solid organization and project management skills
• Have familiarity with data visualization or data analytics tools (bonus if you have experience using Metabase)

It’s not required, but a plus if you:

• Have experience with open-source products
• Are fluent in multiple languages (this is helpful as our users are world-wide)