Customer Success Manager, Docs

About the role

The Opportunity As a Customer Success Manager, you'll play a key role in driving product adoption and ensuring that your accounts fully realize the value of their investment in Superhuman Docs. Joining a dynamic team of Customer Success professionals, you'll help shape the future of customer success by combining proven strategies with innovative digital tools to create a seamless, end-to-end experience that guarantees our customers achieve success with our platform.

Responsibilities

• Collaborate with senior decision-makers to demonstrate the value of their decision to use Superhuman Docs.
• Own the responsibility for driving adoption and ensuring high retention across a growing portfolio of emerging Superhuman Docs accounts.
• Establish yourself as a trusted advisor, helping clients develop a clear, actionable plan to achieve their business objectives.
• Lead regular account reviews, providing valuable insights and metrics to ensure customers understand the maximum benefit from Superhuman Docs.
• Build and manage feedback loops to capture insights that will influence the development of Superhuman Docs' product roadmap.
• Develop and execute change management strategies to drive end user adoption, including Train-the-Trainer programs, Center of Excellence development, and organizational enablement for your book of business.

Qualifications

• 5+ years of experience as a Customer Success Manager in the hyper-growth SaaS/tech industry.
• Builds strong relationships with people, understands their needs and goals, identifies creative solutions, and manages action items through to completion.
• Searches for reasons and causes. Synthesizes quantitative and qualitative data, makes data-driven decisions, and uses (sometimes incomplete) data to identify gaps and opportunities.
• Has a proven track record of delivering high customer satisfaction and retention. Actively advocates for customers, works cross-functionally with PMs, engineers, marketers, and others to delight customers and help them meet their business goals while empathizing with other teams’ processes and priorities.
• Identifies ways to create new leads and other sales opportunities within existing accounts. Has experience working with various stakeholders, from senior executives of large companies to end users.
• Actively contributes to voice-of-customer initiatives, provides customer feedback to other teams, aids in prioritization, and follows through to resolution.
• Works to realize business value and expand customer relationships through deep knowledge of customer needs rather than a feature list.
• Demonstrated the ability to work independently with minimal guidance, proactively manages tasks and priorities across multiple projects, analyzes and executes work efficiently, collaborates effectively with cross-functional teams, and thrives in fast-paced, results-driven environments.

Pay

Compensation Range: $130K - $200K

Benefits

• Excellent health care (including a wide range of medical, dental, vision, mental health, and fertility benefits)
• Disability and life insurance options
• 401(k) and RRSP matching
• Paid parental leave
• 20 days of paid time off per year, 12 days of paid holidays per year, two floating holidays per year, and flexible sick time
• Generous stipends (including those for caregiving, pet care, wellness, your home office, and more)
• Annual professional development budget and opportunities