MSPCFO is a SaaS company with employees working to build a helpful business intelligence platform for managed service provides (MSPs). Our mission is to allow small businesses to drive their bottom line by identifying both the issues they may have and the root causes of those issues. We have been doing this for over five years for hundreds of companies.

Understanding how we can help our customers is at the heart of what drives us as a company. While we are not consultants, we do want to help them understand how to find opportunities for (profit and scalability) profitability growth.

EMPLOYMENT OPPORTUNITIES

Remote Director of Customer Success

As the Director of Customer Success, you’ll lead MSPCFO in building out our Post-Sales Customer Success playbook from the ground up. You’ll grow a small team focused on proactively helping our customers from onboarding to success. This role is for you if you are data-driven and customer-centric, and you’ve always wanted the chance to grow your own team and set your own strategic vision at a company that shares your values. Our ideal hire is motivated by what we’re doing as a company, believes in the importance of quality support, and is eager to contribute to the success of our customers. The support team is currently filled by members of senior management. We would like to transition this to a team of success managers.

*This is a full-time, remote position. You’re someone who thrives on working autonomously and doesn’t need oversight to get things done.

We are flexible with regard to both location and hours. Our team members all have active lives outside of the company and we try to accommodate everyone’s schedule.

About the Role 

  • You will create documentation around the customer success function that will allow you to add team members with a minimum onboarding time.
  • You will lead and grow the Post-Sales Customer Success function by setting strategy and prioritizing Objectives and Key Results (OKRs).
  • You’ll become an MSPCFO product expert so you can understand how to be most helpful.
  • In your first 3 months, you will transition to player-coach. We anticipate that you will continue to maintain a very small portfolio of clients overtime to stay connected to the community.
  • In the next 12 months, you’ll hire, train, and develop a team of 2-4 customer-centric product experts.
  • You’ll focus on the scalability of customer success tools by identifying repeated customer issues and working to build solutions that can be re-used.
  • You’ll make data-driven strategic decisions, and have a deep understanding of MSPCFO customer metrics and how your team impacts them.
  • You’ll interact with both product and sales teams to identify opportunities to enhance our product offering and best communicate our value proposition in marketing and sales content.
  • You will work to continuously improve our internal documentation and knowledge base based on customer interactions.

About You

  • You are a compassionate, humble, and curious leader who loves solving problems and experimenting with new solutions.
  • You have some experience developing an effective Post-Sales Customer Success strategy for SMB customers.
  • You have experience aligning with executive leadership around definitions and goals for churn, retention, product adoption.
  • You have held the customer success role for a minimum of 3 years.
  • You are confident in setting clear, measurable metrics goals for your team, as well as determining how you measure your team’s success.
  • You diligently engage and reflect on feedback and failure because you know there is always something to learn from and get better in.
  • You are data-driven and love figuring out how proactive customer help can impact user retention, product adoption, and churn.
  • You believe in doing right by the customer – a successful customer is one making the best use of the product they’re paying for.
  • You have experience building and managing a small team of Customer Success professionals.
  • You’re patient, an active listener, and an incredible communicator.
  • You enthusiastically leverage web tools to drive efficiencies
  • You believe that customer success is about improving customer experience by keeping the voice of customers front and center.

What's in it for you 

  • Direct report to the CEO of the company
  • Excellent work/life balance
  • Ability to work remotely
  • Ability to be a part of a dynamic group in a growing company
  • Health insurance and 401(k) with company match 
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Associate Product Manager 

As Associate Product Manager, you report directly to the CEO. You will assist in the development of product enhancements and the improvement of the existing platform. To accomplish these goals, you will work closely with members from both the executive and development teams, as well as interface with our marketing and customer success teams. The ideal candidate will be able to translate their requests into technical specifications and ultimately deliver the end product in a timely manner.

About the Role 

  • Assist in the gathering and prioritizing of product enhancements and customer requests. You will work closely with our development and senior management to define product vision as well as oversee the completion of product rollouts.
  • Collaborate with sales, marketing, and senior management to gather, synthesize, and understand market requirements and define product roadmaps.
  • Manage the product line's full lifecycle from market requirements to product release, including concept, scope, specifications, prioritization, design, implementation, quality assurance, deployment, and maintenance.
  • Write clear and detailed technical user stories based on management feedback and project goals; collaborate and communicate feature requests to the team in a fast-paced, agile environment.
  • Actively manage the team's backlog and elaborate on user stories where needed.
  • Assist in testing the application based on the understanding of necessary functionality and user requirements
  • Continuously build, refine, and prioritize a product backlog.
  • Assist customer success team in solving client technical issues with the use of SQL queries
  • Develop meta-analyses across all clients (not design)
  • Scope and launch Machine Learning initiative
  • Available to act as Sales Engineer, as needed by Director of Sales
  • Help develop new database reports and system features through the development and understanding of complex SQL queries.

About You

  • Being able to write sound, efficient, and proper SQL statements
  • A self-starter but someone who also works well with a team
  • Someone who thrives on change while remaining highly organized, optimistic and goal-oriented
  • Strong analytic skills
  • Have the ability and flexibility to work in an everchanging and dynamic workplace
  • Ability to work across departments with the goal of developing a deep understanding of our business and customer needs as well as the ability to translate them into technical specifications
  • Strong project management skills; organized, extremely close attention to detail, able to manage multiple time-sensitive projects

*The background we believe will make you successful*

  • 3+ years of product management experience with a SaaS solution
  • Proficient in writing SQL queries over the last 3-5 years
  • Experience with Pivotal Tracker or other project management software
  • Strong comfort with data and data analysis
  • Familiarity with Ruby on Rails or other web frameworks (no need to write code!)
  • Exposure to ML projects

What's in it for you 

  • Direct report to the CEO of the company
  • Excellent work/life balance
  • Ability to work remotely
  • Ability to be a part of a dynamic group in a growing company
  • Health insurance and 401(k) with company match 
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Remote SaaS Senior Strategic Marketing Partner

As Strategic Marketing Manager, you will work with the marketing and sales teams to ensure web properties and associated marketing tools drive leads, lead conversions and ultimately new business for MSPCFO. The ideal candidate will be able to develop a long term architecture and strategy, a mid-term plan and in the short term prioritize projects that optimize our sales efforts and name recognition and online presence.

About the Role

  • Develop, implement, and oversee long-term digital marketing plan to grow client base
  • Identify, evaluate, and monitor metrics to track the effectiveness of social media outlets
  • Work with senior team to brainstorm growth strategies
  • Work with CEO to develop marketing budget
  • Work closely with the CEO and sales team to set sales metrices and develop meaningful sales goals.
  • Work with marketing team to develop messaging.
  • Conduct and update competitive analysis to ensure our messaging and marketing strategy is optimized
  • Attend conferences with sale team - up to 40 days per year.

About You

  • A self-starter but someone who also works well with a team
  • Someone who thrives on change while remaining highly organized, optimistic and goal oriented
  • Must possess strong analytic skills
  • Has a proven track record of growing a business
  • Have the ability and flexibility to work in an ever changing and dynamic workplace
  • Must have working knowledge of computer applications such as Microsoft Office, Hubspot, Google Analytics and social media outlets (twitter, LinkedIn, Facebook)

*The background we feel will make you successful*

  • 2-4 years of B2B and/or SaaS marketing experience
  • Excellent verbal and written communication skills
  • Technically savvy with an innate ability to verbally simplify

What's in it for you

  • Direct report to the CEO of the company
  • Excellent work/life balance
  • Ability to work remotely
  • Ability to be a part of a dynamic group in a growing company
  • Ability to create the processes and procedures for the marketing function and potentially build a team down the road.
  • Health insurance and 401(k) with company match 
APPLY NOW