Customer Success Lead

About Differential

Differential is growing! Yep, it turns out clients like us :) Our team of designers, developers, jokesters, and all around good folk needs more firepower. We’re proudly headquartered in Cincinnati, OH, but our team spans across the country. In addition to only choosing the best group of people to work around, we are also very picky about the types of clients we’ll work with. In line with our mission to rapidly unlock value for good people with meaningful ideas, we partner with forward-thinking corporate pioneers and innovators to revolutionize their organizations from the inside out and bring great digital products to life. This translates to a diverse range of products like transforming retail with Adidas, helping Lexmark innovate cross-industry, streamlining the sales process with Big Ass Fans, to multi-platform mobile apps for large audiences with Crossroads Church.

We hire great, trustworthy people so that we can optimize for a free & flexible culture: flexible hours, unlimited vacation, remote work, and working on stuff you’re excited about.

Job Description 

We are looking for someone to join a growing team of people who are proactive and passionate about making their customers successful. This person loves working with customers, guiding them, answering questions, and building great relationships with rapport and credibility. You’ll lead product adoption, managing both client and internal resources. You’ll work closely with team members to ensure our clients are successful long-term, and be a client’s main point of contact for strategic expertise.

You will focus on our Apollos line of business, a technology and content platform for the Church that equips people to develop healthy spiritual habits and stay better connected to their church community digitally. You will become an expert in guiding technology and strategy that impact churches all over with hundreds of thousands of followers using our products.

At Differential, we design, develop, support, and commercialize great digital products. Our process aims to create original digital products and services that innovate and reshape companies and organizations.

Above all, we are focused on finding someone that we love to work with. Culture to us isn’t a ping pong table in the breakroom or some words we put up on the wall. It’s embedded in our DNA and starts with our hiring process. Regardless of your prior experience, we want to consider passionate people for this position.

Our mission statement, core values, benefits and more can be found at handbook.differential.com.

What you can expect to do:

• Oversee the entire customer experience from onboarding through ongoing support and success

• Understand and anticipate customer needs and goals in order to provide recommendations on how to best utilize product capabilities and maximize value for the customer

• Lead the customer onboarding process and ensure successful integrations that create user value and are delivered timely

• Help mentor customers to do things more efficiently and successfully with our products

• Champion and continuously improve on our customer experience from response times to innovative problem solving

• Manage stakeholder expectations externally and internally with proactive updates

What we’re after:

• Passion for building authentic human relationships with clients.

• Demonstrated ability to rely on an iterative process to maintain momentum on projects. In other words - our work is never going to be perfect, and we expect you to be able to prioritize what matters most now so we can iterate. Continuous improvement is our superpower.

• Just as skilled at crafting and positioning a thoughtful response in email communications as with creating, maintaining, and improving spreadsheets.

• Technical knowledge or specific experience with digital products/software is desired, but not required.

• Interest and curiosity for learning about digital products and how they work.

• A seasoned professional with deep knowledge of the Church market and a knack for providing outstanding support.

• Experience with helping people use technology-based digital products or platforms in a professional setting.

• A compassionate leader eager to build something remarkable that you can take pride in.

Differential employees are those who:

• Communicate effectively with teammates

• Are self-motivated

• Learn quickly and relentlessly

• Are curious about technology and the impact it can make on the world

• Enjoy taking ownership and responsibility for their work

• Enjoy collaborating with others on solving meaningful problems

Candidates must be based in the United States and be available during standard business hours for both client and team meetings. Specific times vary based on client-specific timezone preferences. There is flexibility in working hours, but there is an expectation to be able to regularly attend client and team meetings and the willingness and ability to travel to client locations when necessary.

Differential is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

​​As part of our commitment to maintaining a legal and compliant workforce, we participate in the E-Verify program. For more information about E-Verify, please visit the U.S. Department of Homeland Security website at www.e-verify.gov.