Customer Success Manager

Summary

Join Storyblok, a growing company offering numerous "firsts" and excellent benefits, as a Customer Success Manager. You will cultivate strong relationships with enterprise customers, exceeding their business needs. A key focus is closing large deals and collaborating with the sales team to identify new opportunities. You will manage the post-sales process, ensuring customer satisfaction and retention. This role requires strong communication, analytical skills, and SaaS experience. Storyblok offers a fully remote work environment with flexible schedules and various benefits, including a remote work stipend, home office equipment, paid time off, a personal development fund, and an international team-building trip.

Requirements

• Experience working in a client-facing role, namely account management or customer success experience, or other closely related work experience
• Experience managing account renewals - the ideal candidate should have a sales oriented approach and be able to effectively apply it throughout the entire customer journey
• A proven record driving customer satisfaction and enhancing the customer experience
• SaaS experience and working knowledge of software products
• Strong computer skills and proficiency in Google Workspace, Excel, and other word processing tools
• Ability to be self-motivated, highly organized, and have a positive attitude and professional demeanor
• Exceptional written and verbal communication skills, analytical skills

Responsibilities

• Build trusted relationships with customers and help them get the most out of the product this includes but is not limited to; onboarding, recurrent training, answering technical and content-based questions
• Organize and run Quarterly Business Reviews (some onsite travel may be required)
• Attend Industry events
• Report up to date metrics on client usage data and health indicators
• Retain and renew existing accounts
• Develop long term strategic account plans that identify expansion opportunities. Own and close commercial upsell
• Own the client and renewal opportunity data in Salesforce and ensure accuracy
• Provide a first class customer experience’, we care about our customers and their experience, and our CSMs to become trusted advisors
• Work closely with internal teams. For example; provide feedback to the product teams, liaise with Marketing teams on PR and Case Studies

Preferred Qualifications

Prior knowledge of Salesforce or another CRM

Benefits

• Monthly remote work stipend (home internet costs, electricity)
• Home office equipment package right at the start (laptop, keyboard, monitor…)
• Home office equipment upgrade (furniture, ear plugs …) or membership to a local co-working space after your onboarding
• Sick leave benefit, parental leave and 25 days of annual leave plus your local national holidays
• Personal development fund for courses, books, conferences, and material
• VSOP (Virtual Stock Option Plan)
• The annual international team-building trip, quarterly and monthly online get-togethers
• As a fully remote company, with work-life balance at its core, you’ll enjoy flexible schedules
• An international team that loves to have fun at work and works hard together to accomplish shared goals