Remote Customer Success Manager

Summary

Join SafeBase as a Customer Success Manager (Scaled) to play a crucial role in ensuring successful outcomes at scale. As an early member of the team, you will have the opportunity to help build and refine SafeBases' Customer Success organization and define the scaled customer motions to drive activation and retention.

Requirements

• Proven experience (3+ years) in a customer success or account management role, particularly with SMB customers and high volume (100+ customer book)
• Active listener & exceptional customer-facing and internal written and communication skills
• Strong communication and presentation skills, with the ability to articulate complex concepts clearly
• Comfortable challenging customers and driving conversations around product optimization
• Exceptional project management and time management skills
• Desire for ownership and growth in the role over time

Responsibilities

• Ensuring customers can fully onboard onto SafeBase in under 30 days
• Identify areas of opportunity where we could automate and scale touch points along the customer journey (e.g. onboarding process)
• Acting as a trusted advisor by providing strategic guidance on leveraging our product for maximum impact
• Hosting and facilitating 1:many training sessions and workshops
• Identifying trends for common customer challenges and proactively suggesting ways to address them
• Engaging 1:1 with customers at critical points in the customer journey to ensure adoption and success
• Partner with Account managers by flagging at-risk accounts, providing customer insights, and surfacing expansion opportunities
• Navigating through ambiguity as we continue to build and refine the scaled customer success segment
• Lead renewal and upsell conversations, addressing pricing and contract terms as part of the discussion. Driving the process to ensure a successful and timely outcome by obtaining the necessary signatures and documentation

Preferred Qualifications

• Previously worked at a high-growth SaaS startup
• Experience with today’s most popular customer success and support applications
• Experience with Slack, Chili Piper/calendaring software, CRM Systems,Notion
• Security background is highly valuable, but not required