Customer Success Manager
About the Opportunity
The organization is in the middle of a once-in-a-decade transformation. After fifteen years, the founders returned to rebuild the company with the same speed, hunger, and grit that sparked the original movement. Millions of people around the world rely on the platform to share what they know and change lives because of it. The Heroes aren’t “customers”… they’re everyday entrepreneurs using the platform to build freedom for themselves and impact for others. If you want to be part of a company moving fast, raising the bar, and building something that actually matters - welcome in.
About the Role
The organization is seeking a passionate and experienced Customer Success Manager to champion the success of its valued customers. As a member of the Customer Success team, this individual will be responsible for nurturing and growing relationships with a portfolio of customers, ensuring they achieve their desired outcomes through the platform. This role will serve as a trusted advisor, proactively identifying opportunities to enhance their experience, drive adoption, and foster long-term loyalty.
Responsibilities
- Build and maintain strong, long-lasting relationships with key stakeholders at assigned strategic accounts. Serve as their primary point of contact and trusted advisor.
- Oversee the successful onboarding of new customers, ensuring a smooth transition and rapid adoption of the platform. Develop and deliver tailored onboarding plans.
- Proactively work with customers to understand their business objectives and ensure they are realizing the full value of the platform. Identify and communicate key performance indicators (KPIs) to measure success.
- Regularly engage with customers through meetings, calls, and other communication channels to understand their evolving needs, provide ongoing support, and share best practices.
- Identify and mitigate potential risks to customer satisfaction and retention. Contribute to the development and execution of proactive strategies to address concerns and ensure continued success.
- Identify opportunities for account growth, including upselling and cross-selling additional features or services. Collaborate with various internal teams to pursue these opportunities.
- Serve as the voice of the customer internally, providing valuable feedback to Product, Engineering, and Marketing teams to inform product development and improve the overall customer experience.
- Cultivate customer advocates who are willing to provide testimonials and referrals.
- Monitor customer health metrics, track progress against customer success plans, and provide regular reports to internal stakeholders.
- Work closely with other Customer Success Managers, Partnership teams, Support, and Product teams to ensure a cohesive and seamless customer experience.
- Stay up-to-date on industry best practices and proactively identify opportunities to improve customer success processes and strategies.
Requirements
- Bachelor's degree in a relevant field.
- 4+ years of experience in a Customer Success role within a SaaS environment, with a proven track record of managing strategic accounts.
- Deep understanding of SaaS business models and customer lifecycle management.
- Excellent communication, presentation, and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.
- Strong problem-solving and analytical skills, with the ability to identify issues and develop effective solutions.
- Experience with CRM and customer success software.
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- Proactive, self-motivated, and results-oriented with a strong sense of ownership.
- Technical capacity to become an SME for the product and its features.
Qualifications
- Passionate and experienced in Customer Success roles.
- Strong relationship-building and problem-solving skills.
- Understanding of SaaS business models and customer lifecycle management.
- Experience with CRM and customer success software.
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- Proactive, self-motivated, and results-oriented with a strong sense of ownership.
- Technical capacity to become an SME for the product and its features.
Skills
- Strong communication and interpersonal skills.
- Problem-solving and analytical skills.
- CRM and customer success software proficiency.
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- Technical capacity to become an SME for the product and its features.
Benefits
Team Benefits Package includes:
- Competitive full-time salary + bonus + equity eligibility
- Full medical, dental, and vision (company-paid for you + family)
- 401(k) with 6% match
- Flexible PTO
- Fitnes+ wellness perks
- Mental health resources
- Company travel for in office collaboration days, and leadership growth opportunities
Pay Range
The organization believes the workplace should be equitable, inclusive, and inspiring for every employee. In an effort to provide greater transparency, the base salary range for this position is being shared. Final salary is based on a number of factors including location, travel, relevant prior experience, or particular skills and expertise.
- US based applicants only.
- $74,000—$98,000 + 12% bonus
How We Work Together
The type of work guides the collaboration style. That means not always working in an office, but continuing to gather for key moments of collaboration and connection. This role will require being in the office for in-person collaboration 2-3 times a quarter and therefore is best situated in the Western Time zones. This role is remote, but the organization is also happy to support relocation for exceptional candidates who wish to work from the Irvine, CA office.