Customer Success Manager

Summary

Join our Customer Success team as a high agency, high aptitude problem solver to manage scaled CS programs and 1:1 relationships with top customers, driving product adoption and delivering exceptional value.

Requirements

• Must have 3+ years of experience in a customer success (or similar) role. PLG experience is a big plus!
• Must have (at least) intermediate-level knowledge of Google Sheets and/or Excel
• Have a solid track record of delivering exceptional customer experiences
• Possess strong presentation and communication skills, particularly when engaging with executives and leaders
• Demonstrated ability to identify customer pain points and map product features to a solution
• Strong written and verbal communication skills - You are an effective communicator and listener and adapt quickly to varied communication methods
• Collaboration - You value teamwork and contribute to a synergistic work environment where people learn from one another
• Experience with HubSpot, Notion, Slack, and Zendesk is a plus!

Responsibilities

• Deliver an exceptional customer experience
• Develop and nurture strong customer relationships to understand their business goals and needs
• Implement and run user training and enablement sessions with a “train the trainer” model to enable scale as needed
• Create and implement customer success plans that outline goals, potential challenges, KPIs, and timelines
• Codify best practices, guides, and playbooks based on interactions with customers
• Gather and relay customer feedback to internal stakeholders and identify themes across customers to incorporate into product planning
• Collaborate closely with the Sales team to ensure seamless handoff between pre-and post-sale
• Anticipate at-risk renewals or user churn and collaborate with the relevant internal teams to devise corrective action plans
• Foster customer advocacy and facilitate customer testimonials and case studies

Preferred Qualifications

• Bachelor’s degree (Business, Communications, IT, Finance or Psychology preferred)
• Proven ability to cultivate genuine connections and engage in meaningful discussions with stakeholders

Benefits

• Medical, Dental and Vision Insurance
• Unlimited PTO
• Parental Leave
• 401K Plan