Sr. Customer Success Manager
About the Opportunity
The organization is pioneering the category that is fundamentally changing the way companies increase sales productivity. It is committed to building breakthrough software with a spark of magic, focusing on equitable workspaces and a culture of belonging.
About the Role
The organization is seeking an experienced Customer Success Manager to join the Post-Sales team. CSMs play a crucial role in ensuring customer satisfaction, retention, and ongoing success. They build strong relationships with customers, understand their needs, and help them derive maximum value from the company's products or services.
Key Responsibilities
Serve as the face and voice of the company to customers in your portfolio and as the buck stops with you owner of those customer relationships internally.
Deeply understand your customer's needs, thoughtfully helping business leaders to find opportunities to expand value, the company's footprint, and depth of engagement.
Manage relationships with solution owners (Enablement, Marketing, Ops, etc.) to drive product usage and engagement.
Multi-thread to any stakeholder you need to engage across Enablement, Sales, Marketing, Operations, Finance, IT, and others at all levels (ATL, OTL, and BTL) to accomplish your goals; in the event of key customer stakeholder turnover, seek and build replacement relationships.
Collaborate with customers to develop a mutual value plan. Analyze your portfolio, identify risks and opportunities, and prioritize for impact. Collaborate with your Account Management partners in the event of renewal risk; project manage the plan to "get to green churn risk."
Identify expansion opportunities, which will be passed on to the Account Management team. Partner internally with Deployment Consultants, Technical Account Managers, Support, and Professional Services to optimize customer implementations and resolve technical challenges.
Help customers realize the full value of the company's platform; the CSM should allow the Solution Owner and ATL to believe their company has achieved ROI from the platform that they can quantify and explain. Drive product adoption and ongoing usage of the platform with a focus on making it an essential tool for the customer while promoting customer satisfaction and advocacy. Identify opportunities to sell add-on services in support of achieving customer goals. Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teams.
Required Qualifications
Proven ability to consult with customers at all levels of seniority to understand their business goals and to craft and deliver plans to exceed customer expectations for value.
2+ years owning complex enterprises and 5+ years in a customer facing role.
Excellent communication skills (verbal, written, presentations) and the ability to synthesize and summarize complex problems for an executive audience both internally and externally.
Strong collaboration skills to influence and gain alignment across internal and external stakeholders.
Ability to thrive in ambiguous situations and is excited to create structure and process as the organization goes for its largest customers.
Prioritizes customer experience with a focus on customer satisfaction and retention. Strives to understand clients' strategic business goals, deploy critical thinking in leading and executing your portfolio, anticipate future needs, and determine solutions.
Believes profitable customer relationships are founded on respect and that growth and expansion come from cultivating relationships. Has shown the capacity to develop relationships and optimize enterprise customer accounts, understands what it means to evangelize your product.
Excited about the ways products can be used to accelerate business goals. Has a strong intuition for business and an admiration for driving software solutions. Loves to learn about sophisticated technical products and to understand the intricacies of how they work.
A teammate with a high level of integrity and a desire to assist your team. Stays calm in the face of technical and/or customer challenges. Corrals the right people to resolve and infects others with your can-do spirit. Has skills for digesting and effectively communicating technical concepts across audiences of varying technical abilities. Is resourceful - might not have all the answers, but knows how to find them.
A strong background in project management, organizing complex customer engagements across multiple stakeholder groups.
Location and Compensation
This position is available either in-office or remote, as applicable, in the following states: Arizona, Arkansas, California, Connecticut, Florida, Georgia, Idaho, Illinois, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington, and Washington, D.C. This position is also available in Seattle, Washington.
Base salary range: $98,000 - $140,000. On Target Earnings (OTE) range: $140,000 - $200,000, 70.00% base/30.00% variable target OTE split.
Employees are eligible to receive stock options and may also receive other forms of compensation. The above represents total expected compensation for this role. Actual compensation will depend on various job-related factors, including, but not limited to, location, experience, and job qualifications.
Benefits
Comprehensive medical, dental, vision, disability, and life benefits.
Health Savings Account (HSA) with employer contribution.
401(k) Matching with immediate vesting on employer match.
Flexible PTO.
8 paid holidays and 5 paid days for Annual Holiday Week.
Quarterly Recharge Fridays (paid days off for mental health recharge).
18 weeks paid parental leave.
Access to Coaches and Therapists through Modern Health.
2 volunteer days per year.
Commuting benefits.
Equal Opportunity Employer
The organization is an equal opportunity employer committed to building a diverse and inclusive team.