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 ensuring customer success with our platform, driving adoption and retention, and identifying expansion opportunities. This remote-first role requires experience in SaaS customer success and account management, strong communication skills, and the ability to manage multiple stakeholders. The compensation package includes a competitive salary, comprehensive benefits, and stock options. Travel will be required occasionally. Ceros is committed to diversity and inclusion.

Requirements

• 3+ years of quota-holding customer success/account management experience in a SaaS business environment, preferably with an Enterprise book of business
• 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

• Hold 85%-90% Gross Retention across your book with a clear understanding of how you are forecasting on a quarterly and yearly basis
• Increase adoption, utilizing all tools available to you (playbooks, account scoring), along with a personalized and strategic approach depending on customer need
• Creation and launch of Success Plans with a true understanding of what each customer will need to be successful
• Create and launch internal and external QBR’s to ensure both you and your customers are tracking towards goals
• Work closely with Enterprise Account Executives to grow and expand accounts
• Assess customer health and provide monthly check-ins to provide ongoing value
• 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
• Bring value to clients beyond the technology through event promotion and sharing content program best practices

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