Customer Success Manager

Summary

Join Yembo's Customer Success team as a Manager and lead the Customer Success Moving team. Ensure moving customers maximize Yembo product value, build strong enterprise client relationships, and create efficient workflows optimizing client ROI. Manage and engage your team of Customer Success Managers. Responsibilities include team development, fostering a collaborative environment, customer onboarding and retention, product training, identifying upsell opportunities, occasional client visits, creating training materials, debugging issues, and providing product feedback. The role requires experience in customer success or account management, people management, and excellent communication skills. Yembo offers a comprehensive benefits package including full health care, a retirement plan, life insurance, unlimited PTO, parental leave, annual events, remote work, stock options, and learning opportunities.

Requirements

• 5+ years of customer success, or account management with a track record of high performance
• 2+ years of people management experience
• Understand the difference between a customer success role (proactive, strategic) and a customer support role (answering customer requests)
• Embrace tough conversations with challenging customers. The ability to push back on customer complaints and move a narrow conversation into a higher-level strategic discussion, and to root-cause challenges beyond stated issues
• Excellent written and verbal communication skills
• High attention to detail
• Highly proactive
• Skilled with using various software tools -- G Suite, CRMs like Hubspot, project management tools like Jira/Asana, etc

Responsibilities

• Lead, develop and support the Customer Success Moving team in order to achieve company, team and individual goals
• Foster a collaborative and respectful work environment using clear, measurable expectations and strong feedback loops
• On-board, manage, renew, and upsell a book of customers, including owning a net retention rate target
• Teach our customers how to effectively use our products and guide them through the behavior change process
• Identify expansion opportunities and upsell customers
• Occasionally visit customers on site to build key client relationships
• Record training videos and host webinars
• Debug customer issues and clearly communicate findings to engineering
• Distill customer feedback into thoughtful, succinct product enhancement requests. The CS team plays a key role in defining how our product grows over time

Benefits

• 100% Employer Covered Health Care Plan for you and your family (Medical, Dental & Vision)
• Retirement Plan (We offer a 401k with 4% company match)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Unlimited Flex PTO, Flexible Sick Leave & 11 National Holidays)
• Parental Leave for both caregivers
• Annual Events & Meetups
• Work From Home (Fully Remote Team)
• Stock Option Plan
• Learning & Development Opportunities