Remote Customer Success Manager

Summary

Join our team as a Customer Success Manager and be a founding member of the Customer Success team, building the foundation for years to come. You will own the full spectrum of Customer Success activities at Whereby, from working with large to small customers to driving strategic discussions and expanding their usage.

Requirements

• 5+ years of Account Management or Customer Success experience in a B2B SaaS role, managing customer relationships with 6-figure contracts at technology startups
• Experience partnering with a cross-functional set of senior (Director+) stakeholders in enterprise organizations: influencing indirectly through champions, org mapping, and multi-threading complex organizational matrices to ensure successful product deployments and renewals
• Experience working with and effectively collaborating with technical and non-technical stakeholders in product, engineering and legal
• Strong business acumen - you think business outcomes first, and can connect product adoption to business value
• Experience managing complex programs and initiatives, spanning hundreds of users, and many teams to quantifiable success
• You know how to communicate effectively to drive impact, across all forms (docs, emails, Slack messages, presentations) and at all levels (from AE to CRO)
• You’re a top performer, and can prove it. You have a track record of success with your customers

Responsibilities

• Operate as a business-impact obsessed consultant to our large to medium customers and the accountable owner for their success with Whereby
• Develop and execute strategic action plans for each account to ensure customers’ success throughout the customer journey
• Own the relationship with a cross-functional team of our customers’ senior leaders across Product, Engineering, and Legal, and be a trusted advisor on their strategic priorities as it relates to Whereby
• Map customer’s business priorities to solutions in Whereby. Be prescriptive and highly consultative in with customers on how we will drive their success
• Audit the business impact of the customer’s Whereby program and run business review workshops, offering insightful GTM advice for driving increased revenue impact across the customer’s ProdEng organization
• Proactively identify customers who aren’t maximizing their usage, subsequently creating and executing improvement plans
• Build & communicates a quantified value story. Analyze success data and develop an impactful value narrative for the customer executive team
• Drive adoption directly and indirectly by managing the customer to effective change
• Owns the project management of activities (ours and the customer’s) and actions to drive adoption
• Develop programs to create power users and influencers ready to champion and enable others in the business
• Prescribe incentive programs and reinforcement mechanisms to drive adoption and make sure Whereby is embedded in the core product
• Ensure the customer has the right training and enablement assets available to their ProdEng organisation
• Identify potential power users, low adopters and bubble up to program leadership for action
• Educate users with product enablement & training
• Own customer renewal and expansion
• Work closely with business stakeholders and executive leadership to craft a value narrative to maintain and expand our footprint with the customer’s business
• Completely own the renewal and expansion process, while working closely with our sales team to identify strategic areas of expansion beyond active contacts
• Build customer success and be the voice of the customer
• Translate learnings from past experiences and time at Whereby to iterate and improve on all parts of CS at Whereby, including customer journey, rituals, and processes

Benefits

• Unlimited holiday
• Flexible, hybrid working setup
• Home office budget
• Enhanced parental leave
• Equity