Pipe17 is hiring a
Customer Success Manager

Summary

Join our team at Pipe17, a venture-funded software startup, as we build trust and make the world more agreeable for our employees, customers, and communities. We're seeking a Customer Success Manager to own customer relationships, provide technical guidance, and lead project implementations.

Requirements

• Minimum of 4 years experience in the software/tech industry
• Onboarding background - Customer onboardings with Netsuite, Acumatica or other ERP
• Understand integrations (using REST APIs) with cloud systems
• Experience with configuring SAAS products
• Ecommerce experience highly desired
• Mid-market focus on customers
• Analytical, problem-solving, and troubleshooting skills
• Solid project management and customer management skills

Responsibilities

• Own the customer as the single point of contact, defining a success plan with deliverables, and ensuring clear communication across all activities of the customers' post-sale journey
• Be the main technical point of contact guiding the customer to leverage Pipe17 based on best practices and technical knowledge
• Be consultative and build in-depth customer relationships and a complete understanding of their business goals and objectives
• Lead multiple projects during the implementation phase and be viewed as an expert in solution design, development, and troubleshooting. You may do planning, estimation, requirements gathering/analysis for larger customers
• Translate business requirements into product use cases or technical requirements
• Configure Pipe17 products based on customer requirements. Serve as a point of internal escalation on technical issues within the Support org
• Perform troubleshooting and development assistance to Pipe17 customers and resolve problems when possible, engaging engineering as needed
• Coach and educate customers to improve adoption of Pipe17
• Collaborate with internal stakeholders (Engineering, Product, Sales) to complete customer goals, be the 'Voice of the Customer' to provide visibility and/or escalations, and maintain strong referenceability across your book of customers
• Create and improve documentation to help customers and partners help themselves
• Document onboarding steps for future reference and to transition to other teams as needed

Benefits

• Competitive salary
• Great healthcare + dental + vision coverage
• Retirement plan
• Pick your own equipment - we'll set you up with whatever Apple laptop + monitor combo you want plus any software you need
• Unlimited vacation policy, plus we require you to take at least 2 weeks off each year. This isn't a vague policy where unlimited vacation means no vacation