Customer Success

Summary

Join Standard Metrics' Customer Success team as a passionate and self-driven team player responsible for the complete post-sales lifecycle of our customers. You will cultivate long-term relationships with clients, deeply understand their business needs, and drive platform adoption and contract renewals. Collaborate closely with sales, data, and product teams, serving as the customer's internal advocate. This role requires strong executive presence, experience managing renewals and upsells, and excellent communication skills. Standard Metrics offers competitive compensation, including a salary between $170,000-$190,000 plus equity, comprehensive health insurance, flexible vacation time, and paid parental leave.

Requirements

• 7+ years of relevant experience in a client-facing role, ideally within customer success or account management
• Track record of developing strategic relationships with customers, identifying business goals, and driving value realization in order to ensure customer retention and reference-ability
• Experience managing and closing renewals and upsells
• Strong executive presence and ability to successfully navigate all levels of customer organizations
• Experience presenting to C-level executives and an ability to influence internal and external decision-makers
• Ability to work in a high-growth environment with a willingness to tackle projects and work independently
• Strong time management and prioritization skills, a natural empathy for customers, and excellent written and verbal communication abilities

Responsibilities

• Cultivate long-term relationships with customers and connect with key stakeholders across the business, from senior executives to power users
• Develop a deep understanding of the customer’s business requirements, challenges, and goals in order to drive successful outcomes including increasing customer lifetime value and collaborating with customers to provide references and testimonials
• Proactively manage relationships throughout the customer lifecycle, from deployment and adoption to growth and contract renewal
• Drive platform utilization across customer teams and provide best practice recommendations to help further platform adoption
• Own renewals and upsells for your assigned book of customers, proactively identifying and addressing churn risk, and accurately forecasting future revenue growth
• Lead recurring Partnership Reviews to align on business priorities, review product usage and insights, and provide an overview of our Product Roadmap and relevant upcoming enhancements
• Be a champion for our customers with our Product and Engineering teams, ensuring their voices and needs are heard and prioritized

Preferred Qualifications

Passion for technology, startups, entrepreneurship, and/or venture capital

Benefits

• Health and dental insurance : We cover you and your family's medical/dental/vision insurance 100% in the USA. Internationally we match local health coverage for you and your family
• Flexible vacation : Take time off when you need it! We find most employees take 3-4 weeks in addition to holidays, but there are no firm rules. We trust our employees to know what's best for them
• Paid parental leave: 12 weeks of paid leave for all new parents in the USA. Internationally we match parental leave standards in your area
• Complete transparency: Everyone has full access to business metrics and financial information about the company
• Regular offsites: While we are a remote-first company and build our communication, processes, and structures with a dispersed workforce in mind, we also love getting the team together. On a recurring basis, we fly the whole team out to an exciting destination to plan, bond, and innovate