Customer Success Manager

Summary

Join our team as a Customer Success Manager to play a pivotal role in maximizing customer lifetime value and driving revenue growth within a multi-million dollar book of business. You will be responsible for building lasting relationships with customers, leveraging your understanding of Chromatic and Storybook to help them maximize their value, and collaborating with the sales team to recognize and pursue upsell opportunities.

Requirements

• 2 to 3+ years of direct customer management experience in Customer Success, Account Management, or Sales at a SaaS technology company
• Proven history of supporting large enterprise clients through managing renewals, contributing to account growth, and identifying or pursuing expansion opportunities, either in partnership with Account Executives or independently
• Outstanding organizational and project management skills, with an ability to manage multiple tasks and requests and a large and varied book of business (i.e. size, industry, and use case)
• Basic Data Analysis — Foundational data analysis skills to interpret metrics and drive data-informed decisions

Responsibilities

• Develop and maintain a trusted advisor relationship with key customer stakeholders
• Serve as the primary point of contact for customers on product and account questions to ensure smooth adoption of Chromatic
• Drive renewals to successful completion to achieve gross retention targets and developing and executing strategies to ensure high renewal rates and minimal churn
• Conduct customer business reviews to ensure product satisfaction and identify opportunities for expansion at key customer accounts
• Act as the voice of the customer with the Chromatic Product team to help define our future product roadmap
• Answer questions relating to product usage, and keep customers informed of Chromatic news and product updates
• Collaborate cross-functionally with other departments across the customer lifecycle, ensuring partnership and renewal success

Benefits

Salary range: US $110,000 - $125,000 OTE + equity