Customer Success Manager

Summary

Join Ceros as a Key Accounts Customer Success Manager and become a trusted advisor to major Enterprise customers. You will help them succeed with our platform, ensuring they receive maximum value. Responsibilities include understanding customer requirements, onboarding new teams, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction. You will work hands-on with customers to drive successful outcomes, monitor the health of customer relationships, and predict and navigate challenges. Partner with Account Executives to build growth strategies, secure renewals and expansions, and identify and develop relationships with client executives. Leverage data to craft compelling narratives and serve as the 'voice of the customer'. Collaborate with ecosystem partners to ensure client success metrics are met. This remote role offers a competitive salary and benefits package.

Requirements

• Fundamental understanding of design and digital marketing
• 3-5 years of experience balancing the needs of multiple stakeholders and managing tight time frames with resource constraints
• Proven track record in a client-facing role, driving client engagement, handling difficult situations and challenges, and delivering exceptional client service
• Demonstrates a high degree of organization and proficiency in leveraging internal systems
• Excellent communication skills and confidence to build and maintain relationships at all levels, including VP/C-Suite at Fortune 500 companies
• 3+ years of customer success/account management experience, preferably in a SaaS business environment
• Ability to travel up to 25%, to include overnight travel for meetings
• Highly dependable, team player, self-starter, high energy, positive attitude with good organization and time management skills
• Bachelor’s degree or equivalent experience

Responsibilities

• Deeply embed yourself in client accounts to drive high engagement and be recognized as a strategic advisor by our top customers
• Build and maintain strategic relationships with all key stakeholders and decision-makers across multiple teams within highly matrixed organizations
• Pioneer innovative ways to progress client relationships, aiming to achieve performance goals on gross retention, reduce churn, and increase users and usage
• Constantly conduct "health checks" for your customers to drive customer satisfaction (NPS), product adoption, onboarding, and identify further areas of education – developing targeted strategies as needed, including but not limited to quarterly business reviews
• Partner with Account Executives to build growth strategies for your book of business and secure successful renewals and expansions, including leading renewal processes - pricing proposals, procurement, negotiation, etc
• Identify and develop relationships with client executives that include VPs and C-suite
• Leverage data to craft compelling narratives that promote Ceros’ business objectives and also align with a client’s goals
• 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
• Collaborate with relevant ecosystem partners in professional services, customer support, and marketing to ensure client success metrics are met
• Quickly identify accounts where usage is low, understand why, and take action to increase adoption
• Confidently initiate proactive outreach to both active users and adjacent stakeholders (e.g., collaborators, decision-makers, or lapsed users) to drive engagement, uncover new opportunities, and expand platform adoption within enterprise accounts

Preferred Qualifications

• Passion, enthusiasm, energy, humor, team player mentality, and the ability to convey this through communication and presentation skills
• Intellectually curious and a growth mindset; you want to understand everything about our customers & market opportunity
• Comfortable working in a complex and constantly evolving customer success environment to drive successful customer success outcomes, and strengthen key client relations while handling multiple initiatives at once
• Demonstrate a passion and knowledge for tech, marketing, SaaS, AI, and/or business management

Benefits

• Global remote-first organization
• 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