Customer Success Manager

Summary

Join Yembo's Customer Success team as a Customer Success Manager and ensure clients maximize the value of Yembo's product suite. Develop strong relationships with enterprise clients, optimize client ROI through best-in-class workflows, and manage customer onboarding, renewals, and upselling. Proactively identify and address adoption blockers, uncover expansion opportunities, and upsell existing clients. This full-time remote position requires occasional travel to conferences and client sites. The ideal candidate possesses excellent communication and problem-solving skills and is comfortable working with various software tools. Yembo offers a competitive salary and benefits package.

Requirements

• 2+ years of customer success, or account management with a track record of high performance
• 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
• Efficient time management and ability to prioritize
• Skilled with using various software tools -- G Suite, CRMs like Salesforce, project management tools like Jira/Trello, etc
• Able to work regular US business hours
• Great references

Responsibilities

• 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
• Uncover adoption blockers for our customers and take targeted actions proactively. Success requires hustle (eg, cold-calling inactive clients) and great communication skills
• 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

Preferred Qualifications

Bachelor's degree preferred, but not required

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