Customer Success Manager

Summary

Join Hospitable.com, a remote-first company, as a Customer Success Manager and become a key player in fostering strong customer relationships. Your mission is to cultivate raving fans by acting as the primary point of contact for assigned customers, understanding their business needs, and ensuring their satisfaction. You will conduct Quarterly Business Reviews, keep customers informed about product developments, and proactively identify upsell opportunities. You will also serve as the voice of the customer, providing valuable feedback to internal teams. This role requires 3+ years of experience in a similar capacity within a SaaS company and a customer-centric mindset. The position offers a competitive salary, performance bonuses, RSUs, 35 days of paid time off, and various benefits depending on location.

Requirements

• 3+ years of experience in Customer Success, Account Management, or a related role within a SaaS or software company
• Demonstrated ability to manage customer relationships, with a focus on understanding and meeting customer needs
• Excellent verbal and written communication skills, with the ability to explain complex concepts in a clear and concise manner
• Strong analytical and problem-solving skills, with the ability to think strategically about customer needs and solutions
• Experience identifying upsell opportunities and a proven track record of meeting or exceeding upsell targets
• Comfortable working with software tools, understanding product functionality, and providing technical guidance to customers
• Ability to manage multiple customer accounts and projects simultaneously, with strong organizational skills and attention to detail
• Experience working closely with cross-functional teams, including product, support, and marketing, to deliver a seamless customer experience

Responsibilities

• Develop and maintain strong, long-lasting relationships with assigned customers by acting as their primary point of contact, understanding their business needs, and ensuring their satisfaction with our software
• Conduct Quarterly Business Reviews (QBRs) with assigned customers to assess the current use of the software, discuss upcoming features, and identify any challenges or opportunities for improvement
• Keep customers informed about the latest product developments, upcoming features, and how they can leverage these to achieve their business objectives. Gather feedback to influence future product enhancements
• Proactively identify and drive opportunities for customers to expand their use of our software, whether through additional features, higher-tier subscriptions, or complementary products, aligned with the customer's strategic goals
• Serve as the voice of the customer within the company, ensuring that customer feedback and insights are heard and acted upon by the product, support, and marketing teams
• Monitor customer health metrics, track the success of implemented strategies, and report on customer satisfaction and retention metrics

Benefits

• The total budget for this role is between USD $63,000 - USD $97,000 depending on the cost of living in your location and the level at which you're assessed in the interview process
• We can hire talent internationally as contractors—or employees if you are based in the United States, the European Union, or Australia, taking into account payroll taxes to determine your gross compensation
• For US employees, this means the gross salary could be anywhere between USD $53,550 to USD $82,450
• An annualized performance bonus pool of 40% of your salary is available (paid quarterly) based on quota attainment, achieved from hitting up/cross sell targets
• We also offer an extra compensation with RSUs (through our $HOST token )
• 35 days off per year, encouraged (including self-serve public holidays) and parental leave
• For US employees: healthcare (including EPO, PPO and HSA), 401(k)
• Mental-health and emotional support with therapists on call through Slack by Spill