Customer Success Specialist

Join our Customer Experience team in our mission to ensure that our customers’ and soon-to-be customers’ interactions with Nutshell (the company and the product) are as effortless as they are delightful.

As a Customer Success Specialist, helping people achieve their business goals with Nutshell is your objective. You are a solutions-oriented Nutshell evangelist with infectious enthusiasm for what can be achieved with our CRM. You have a direct impact on thousands of scaling organizations across the country (and world) every day. You make it easy for people to get up and running with Nutshell.

You are authentic and empathetic, with a touch of perfectionism and a slight obsession with efficiency. You approach problems strategically, and if someone is having a hard time, you really care and want to make things better. People describe you as “emotionally intelligent.”

You are the intermediary between the people building Nutshell and the people using Nutshell daily. You impact our customer’s success and our product’s direction, and in turn play an important role in our company's growth.

Technology is your favorite tool for communicating and troubleshooting, but do you know where the pixels end and humanity begins? Does picking up the phone or jumping on a video call to learn more about customers from all industries and walks of life excite you? Do you have the head of a techie and a heart of gold?

Responsibilities

  • Manage attentive and clear communication with our customers via email, chat, phone, screenshare, or webcast to answer questions, solve problems, and encourage engagement with our software
  • Share the voice of the customer! Doggedly advocate for them within the company
  • Demonstrate the value of our product; we show people how awesome it is and how it helps them grow
  • Enrich our self-service support library by writing and updating helpful articles and videos
  • Troubleshoot and perform quality assurance, identifying bugs and other problems within Nutshell

Credentials

  • You are knowledgeable about current technologies and are driven to continue learning
  • You are a strong, concise communicator who can explain things clearly and thoughtfully over any channel (writing, speaking, screencasting, video recording, etc.)
  • You have experience in technical writing or helpdesk content creation
  • You do things elegantly and efficiently, and are always finding new solutions to help yourself and others avoid friction in their day-to-day workflows (your motto is “work smarter, not harder”)
  • You have increased customer acquisition and retention with your impeccable customer service in the past
  • You can grasp and simplify expansive concepts, while maintaining focus on the problem at hand
  • You have experience balancing multiple tasks of varying complexity and priority levels

Nice to have

  • Experience in technical software support, sales, or account management
  • Some familiarity with CRM or helpdesk software

What we offer

As a Customer Success team
Nutshell’s Customer Success team offers the opportunity to learn from a smart group of teammates who support and drive one another to succeed. Some members of our Customer group have decades of experience, some are newer to the workforce, and a few have entered Customer Success as a second career.

As a company

  • Opportunities to learn and thrive in a friendly, growing SaaS business
  • A commitment to an inclusive environment that supports our diverse team
  • A connection to Ann Arbor’s software and startup community through our network of friends and partners
  • A modern office located as an anchor tenant at Cahoots in downtown Ann Arbor
  • Flexibility in working modes and locations, as we carefully regroup at our office, following a year of working from home
  • The sincerity and commitment of an established company: excellent health benefits, 401(k) matching, an experienced leadership team, and a profitable, growing financial position
  • The opportunity to help thousands of small businesses each day
  • Trust and autonomy to ensure you can be the best version of you

Interested? Then please get in touch! We’d like to hear from you even if you don’t think you fit into one of our current open positions. Nutshell has always supported flexible work schedules, and much of our team is still working from home. We also believe that we work best when we can occasionally meet face-to-face and build rapport in person, which is why candidates who are local to southeast Michigan are preferred.

To apply, send us an email with your resume and a brief, personal cover letter to jobs@nutshell.com. We can’t wait to hear from you!

5 reasons to make Nutshell your new home (figuratively speaking, of course)

#1 We need people who can make an impact

Nutshell is a growth-stage business with very ambitious goals. No matter what your professional or educational background is, if you never back down from a challenge and take pride in your work, we want you.

#2 We’re solving meaningful problems in innovative ways

Know any cool small businesses? We know (and love) thousands of them! That’s why we’re designing, building, marketing, and supporting cutting-edge software that helps small businesses thrive. You’ll learn something new every day at Nutshell and be able to see your real-world impact on the people who choose to use Nutshell as their growth software.

#3 We’re proud to support the Ann Arbor community

Ann Arbor is one of the region’s tech success stories and Nutshell is an established member of that community. We host the SE Michigan JavaScript Meetup right in our own office, and Nutshellers have been featured presenters at numerous conferences, including The Small Business Web Summit, CodeMash, Detroit Dev Day, BrightConf, Girl Develop It, and the Great Lakes Software Excellence Conference.

Nutshell is committed to doing our part to create an equitable and just society, and has supported local organizations including Hack the Gap, Black Girls Code – Detroit, Detroit Justice Center, Survivors Speak – Ypsilanti, and SafeHouse Ann Arbor.

#4 We work in the heart of the action

Nutshell’s modern, energetic office in downtown Ann Arbor is within walking distance of everything and loaded with all the resources our team needs to create amazing things.We enjoy flexibility in our working locations and hours. We’ve been working from home since 2020, and are excited to eventually return to our workspace in Cahoots.

#5 We’ll treat you right

Nutshell offers established-company perks (competitive compensation, health benefits, 401(k) matching, paid parental leave, family-friendly outings, and an experienced leadership team), plus all the trappings of a startup (offsites in northern Michigan, trivia nights, an office writing club, a #dadjokes Slack channel, and desks that go up AND down).

Our team cares about creating and facilitating an inclusive environment for everyone. We don’t discriminate based on race, gender, religion, color, sexual orientation, gender identity and expression, age, disability, veteran status, or other factors that serve to increase our diversity, creativity, and experiential differences.

Nutshell is one of the “Top Ann Arbor Tech Companies to Watch in 2021” according to purpose.jobs

Swing by our company page and Instagram to learn more about who we are and what we do, and visit our jobs page to see the latest open positions at Nutshell.