Customer Success Manager

About the role

We're looking for a Customer Success Manager to own and grow relationships with a portfolio of Famly's US customers, from onboarding through renewal and everything in between.

Responsibilities

• Running proactive QBRs and regular check-ins to keep customers engaged, informed, and getting value from Famly
• Sponsoring onboarding calls for newly signed customers as needed
• Leading ongoing training and adoption of the platform
• Identifying and driving renewal and expansion conversations within your portfolio
• Stepping in on reactive, high-urgency situations for key accounts, partnering closely with our Customer Advisor team, who handle more tactical day-to-day support
• Getting to know your customers' goals well enough to consult them on how to get real value out of the platform
• Identifying patterns and feedback from your accounts, sharing insights with the broader team, and actively participating to help shape product and process

Requirements

• Experience in customer success, account management, or a related customer-facing role, ideally within a SaaS company
• Experience in early childhood education, or a strong affinity for the sector
• Comfortable holding a mix of proactive and reactive responsibilities, and can shift gears as priorities change
• Communicate clearly and build trust quickly, whether on a scheduled QBR or an urgent call
• Take ownership of outcomes and don't wait to be told what's next
• Solution-oriented. When you spot a problem, your instinct is to dig in and help fix it rather than just flag it

Qualifications

• Strong experience in two of the following three areas: customer success, SaaS, and early childhood education
• If you've worked in a customer success or sales capacity at a software company with ties to the education sector, that's a plus
• Experience using HubSpot, Intercom, and/or Jira in a previous role is a plus

Skills

• Excellent communication skills
• Ability to build trust quickly
• Proactive and reactive problem-solving abilities
• Strong organizational and prioritization skills
• Ability to work independently and as part of a team

Benefits

• Competitive benefits such as 401k with employer match, health insurance, and paid maternity/paternity leave
• Prime corner-office in Rosslyn’s WeWork, with modern equipment and amenities
• A clear career framework and coaching to make sure you're growing, a $1000 personal development budget and a 'We'll buy you any book you want' policy
• We guarantee we'll create the time, space and leadership (as well as the budget) to make sure you grow and develop
• We want to set the pace, and don't cut corners when it comes to investing in tooling and technology that you need to be at the frontier of tech

Pay

$67-73k/year depending on experience

Schedule

Default of four days a week in person, with flexibility for when life happens outside the office