Here at Famly we are committed to giving children the best possible start to life and we champion the vital work that goes into making that happen.

And, how do we do that?! We do it with software that brings hundreds of thousands of parents closer to their child’s day while they’re away from them. We also make financial, pedagogical, and planning tools for more than 34,000 childcare professionals, saving them hours and reducing their admin stress. Ultimately, that gives them more time and headspace for the little ones that really matter. Come help us make that happen!

We are looking for Customer Success Specialist to join our team and ensure that our customers have a smooth onboarding, turning new Famly users into Famly champions. You will join our new office in Washington DC.

Are you sociable and want to join a talented team? Do you have a competitive streak and a drive for success? Perhaps you are eager to participate and contribute? Do you enjoy problem solving? Are you motivated by reaching goals? Looking for opportunities to learn and develop? Are you great at listening and understanding the needs of others? Do you want to champion better environments for children?

What you’ll be doing:

Customer onboarding:

• Helping customers create and configure their platform

• Providing in-depth training on the features of the Famly platform

• Identifing the best Famly solutions for each nursery’s needs

Ongoing customer relationship management:

• Regular check-ins (QBRs) with US accounts

• Increasing customer usage of all available features and maximizing package upgrades and upselling opportunities

• Minimizing downgrades and churn

• Debt collection for overdue customers

• Customer support: Quick, thoughtful responses to customer questions and issues when using the Famly platform via in-app chat and phone

Process documentation and reporting:

• Producing documentation for Success and Support teams, while gathering and improving upon existing documentation

• Making spreadsheets and trackers for team projects

Data entry for new customers:

• Creating new customer accounts using our internal systems

• Importing children for customers

• Setting up invoicing profiles before welcome call

You’ll thrive in this role if you:

• are able to explain complex topics simply

• have 1-2 years of experience in customer service at SaaS companies

• have excellent leadership and interpersonal skills

• are a Certified Customer Success Manager

• are friendly and approachable

• constantly improving yourself and helping others level up

• are detail-oriented

And it’d be even better if:

• You have experience in or passion for the childcare industry

We appreciate that everyone brings something unique, so even if you don’t tick every box above, we’d still love to read your application.

What you can expect from us:

• Hands-on learning through which you gain knowledge, develop and meet ambitions for career advancement

• A hybrid workplace, giving you the tools to enjoy freedom and flexibility in your work day.

• A chance to contribute to building a fantastic culture and a work space where you want to spend your work days!

• You set the limit of your career! Being a part of an international company with a Scandinavian mindset, where you take control of your own career.

• Space to contribute to and influence the growth journey of a start-up/scale up currently on a wild ride!

• A chance to be a do-gooder and change the lives of children in America

• Great office environment with a well stocked drinks fridge, coffee on tap and a full snack corner

• Access to free gym to work off the free snacks!

• Social activities - team fun with dinners out, happy hours, quarterly social events, game nights and more!

• 5 weeks PTO plus sick days

• And of course… A competitive salary and health insurance/benefits!

The interview process looks like:

• Interview with People Partner

• Support case

• Test

• Interview with Head of Customer Success

• Interview with CCO

You’ll love working here because:

• We’re all about hiring clever people who are good humans too. It means Famly is full of top thinkers and generous teammates waiting to help you shine.

• We like to give a lot of ownership both in terms of responsibility and freedom to try new things. We’ll get you up and running and collaborate along the way, of course.

• Top-notch work equipment (including noise cancelling headphones for those focus periods!)

• A big focus on people support with personal and career development, including training and learning.

• Team activities and dinners

• Trips to our HQ in Denmark to eat some Smørrebrød

We’re looking to fill the position as soon as possible, so get your application in today by sending us:

• Your CV

• A cover letter to tell us what you can bring to the role, and what speaks to you about Famly.

We can’t wait to hear from you!

Famly is committed to creating a more diverse, equal, and inclusive workforce, building teams that represent a variety of backgrounds, perspectives and experiences. It is a fundamental policy at Famly to not discriminate on any basis or characteristics and to celebrate diversity. Everyone is welcome and encouraged to apply.