Customer Success Manager

Summary

Join Typeface, a fast-growing GenAI company, as a Customer Success Manager. You will guide our largest enterprise accounts to achieve valuable business outcomes, creating an exceptional customer experience. Responsibilities include managing customer stakeholders, deploying Typeface across enterprises, building scalable processes, and collaborating with sales and product teams. The role requires 5+ years of SaaS Customer Success experience with enterprise clients, experience in change management, and a strong understanding of large enterprises. The company offers a competitive salary and equity, flexible PTO, parental leave, a hybrid schedule, and opportunities for professional growth.

Requirements

• 5+ years experience in SaaS Customer Success with enterprise customers
• Experience in driving client focused transformational change management
• Experience consulting with a diversity of customer industries and engagement levels
• Track record of customer onboarding and strategies to drive adoption
• Ability to manage and interpret customer behavior through metrics and CRM data
• A keen understanding of how large enterprises work and behave
• Create and roll out playbooks to drive platform adoption and transformational workflow change management
• Demonstrated success in growing long term customer relationships
• The ability to drive clear strategic direction and execution plans for enterprise level customers
• Ability to switch contexts, from emails to demos to internal meetings and go deep on your understanding of the technical capabilities of our product
• An undying concern and sense of urgency about new, better ways to solve problems
• A willingness to contribute to our customer success and share your expertise with others
• Flexibility to work across different time zones (customers, teammates)

Responsibilities

• Maintain deep customer expertise, be their change management partner, and become an extension of their marketing teams
• Manage a diverse set of customer stakeholders and orchestrate the project management for key deliverables to accelerate time to value
• Deploy Typeface across the enterprise with an implementation and roll out plan that maximizes adoption and in turn revenue growth potential
• Own Typeface’s platform adoption KPIs across your customers
• Build scalable processes for CMSs to identify customer needs and execute playbooks that drive measurable business outcomes
• Motivate, inspire and teach our customers how Typeface can add value to their mission critical initiatives
• Collaborate with Sales on large-scale enterprise renewals in your portfolio
• Collaborate with Product team on how to improve the product to meet customer needs
• Opportunity to work closely with the product team to ensure the product roadmap aligns with critical customer needs
• Serve as customer liaison to product development cycles and innovation
• Become a GenAI expert through demo, enablement sessions and driving project execution with global enterprise customers

Benefits

• Medical, dental, and vision insurance coverage for all employees
• Competitive salary and equity compensation
• Flexible PTO
• Parental Leave
• Hybrid schedule with company provided lunch when in office
• Opportunities for professional growth and development
• Work with a fast-growing startup and be a part of an exciting journey