Customer Success Manager

About the role

You will lead customer success initiatives, keep the company focused on customer outcomes and play a central role in directing the future of the product.

Responsibilities

• Understand customer outcomes by communicating with customers, analyzing customer health metrics, running NPS and gathering other feedback
• Drive business outcomes by working as a consultative advisor to our customers
• Represent the voice of the customer to provide input into every core product, marketing and sales process
• Engage with customers to drive renewal and expansion opportunities
• Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live adoption and value creation
• Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers
• Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
• Run QBR’s to provide insights and best practices to customers to ensure that they get the most value out of the platform
• Being the main point of contact between the company and a number of named enterprise accounts

Requirements

• BS or BA (MBA/Master would be bonus)
• 5+ years of experience in Customer Success, Account Management, Business Development, or another client-facing role in a SaaS or software company.
• Absolutely necessary: Ability to create structure in ambiguous situations and design effective processes.
• A curious mindset with the ability to dive into deep discovery conversations.
• Impressive executive presence and communication abilities.
• Experience using SaaS tools like CRM (e.g. HubSpot) and Analytics tools (e.g. Mixpanel).
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services).
• Passion for technology and for being a part of a fast-growing SaaS company.
• A positive attitude and proactive work ethic.
• A bias for action with a sense of urgency and persistence.
• A self-motivator, creative, results-driven and solution oriented.
• Organized and strong time management skills.
• Strong references from previous customers and employers.
• Highest priority: Highly consultative and curious.
• Knowledge of Artificial Intelligence technologies and tools.

Qualifications

We are looking for someone who loves building customer relationships and can roll up their sleeves to help build out our process and playbooks. You will have many opportunities to add impact to the business and will join a collaborative team who is ready to change the way the world runs meetings.

Skills

• Understanding customer outcomes through ongoing collection and analysis of data and feedback
• Driving business outcomes by working as a consultative advisor to our customers
• Representing the voice of the customer to provide input into every core product, marketing and sales process
• Engaging with customers to drive renewal and expansion opportunities
• Serving as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live adoption and value creation
• Collaborating with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers
• Gauging customers’ levels of engagement with the company and providing feedback to the other teams regarding product and service improvements
• Running QBR’s to provide insights and best practices to customers to ensure that they get the most value out of the platform
• Being the main point of contact between the company and a number of named enterprise accounts

Benefits

We are a venture-funded early-stage startup, have 1000+ paid customers, and are growing consistently month over month.

Pay

Negotiable based on experience and qualifications.

Schedule

Hybrid