Summary
As a Customer Success Manager, 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.
You will understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as feed into the product roadmap. You will be involved in all aspects of account management, demonstrating the product, educating customers and more.
We are still a small team and looking for people that not only love building customer relationships but that can also roll up their sleeves and help to 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.
You will be a core part of the founding team and report directly to the VP of Customer Success.
What you will be doing in the role(Responsibilities)
- Understand customer outcomes by communicating with customers, analyze customer health metrics, run NPS and gather other feedback via Intercom and Vitally.
- 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
What you need to be successful in the role (Qualifications)
- BS or BA (MBA/Master would be bonus)
- 3+ years of experience in Customer Success, Account Management, Business Development, or another client-facing role in a SaaS or software company.
- Ability to create structure in ambiguous situations and design effective processes.
- Impressive executive presence and communication abilities.
- Experience using Live chat software (e.g. Intercom), CRM (e.g. HubSpot) and Customer Success platform (e.g. Vitally), 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.
- Positive attitude and proactive work ethic.
- 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.
What sets you apart (Preferred Qualifications)
- Strong references from previous customers and employers.
- Knowledge of Customer Success campaigns and automation using CS platforms.
- Knowledge of Artificial Intelligence technologies and tools.
