Customer Success Manager

Summary

Join Ceros as an Enterprise Customer Success Manager and become a trusted advisor to major enterprise clients. You will be responsible for strengthening client relationships, assessing customer health, driving renewals and expansion opportunities, and serving as the voice of the customer. This remote-first role requires 3+ years of quota-holding customer success experience in a SaaS environment and excellent communication skills. The compensation package includes a base salary of $80,000-$100,000, with total expected compensation of $120,000-$150,000, plus benefits such as premium health insurance, 401k matching, paid parental leave, flexible vacation days, and more. Occasional travel (up to 30%) is required, and use of a personal cell phone is necessary. Ceros is committed to diversity and inclusion.

Requirements

• 3+ years of quota-holding customer success/account management experience in a SaaS business environment
• Experience balancing the needs of multiple stakeholders and working under tight time frames with resource constraints (3-5 years)
• Proven track record in a client-facing role, driving client engagement, handling difficult situations and challenges, and delivering exceptional client experiences
• Demonstrates high degree of organization and proficiency leveraging internal systems
• Excellent communication skills and confidence to build relationships at all levels

Responsibilities

• Strengthen Enterprise client relationships health post-sale by deeply embedding yourself in their accounts to drive high engagement
• Assess customer health and provide monthly check-ins to provide ongoing value
• Serve as a client advocate and work with the Account Executive to drive strong renewal rates, reduce churn, and generate expansion opportunities through price increases and/or inclusion of new teams to Ceros
• Serve as the 'voice of the customer' and provide internal feedback on how we can better serve them to maximize customer value
• Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements and goals
• Collaborate with relevant ecosystem partners in professional services, customer support, or marketing organizations to ensure client success measures are met
• Develop and execute strategic plans for internal stakeholders as well as quarterly business reviews
• Bring value to clients beyond the technology through event promotion and sharing content program best practices
• Quickly identify accounts where usage is low, understand why, and take action to increase adoption
• Renew customers at a 90% or higher ratio

Benefits

• Stock options
• Premium health insurance*
• 401K matching*
• Paid parental leave: 16 weeks for primary caregivers, 4 weeks for secondary caregivers
• Flexible vacation days
• Paid Sick days
• Stipend for your home office setup
• Excellent gear (Macbook Air, external monitor, etc.)
• Stipend towards experiences in which Cerosians can collaborate, educate, and create social connections with one another
• Unlimited access to co-working spaces around the globe