Senior Customer Success Manager

Summary

Join OfferFit's growing Customer Success team as a Sr. Customer Success Manager. This critical individual contributor role focuses on ensuring customer success with OfferFit's AI-powered product. You will collaborate with internal and external teams to drive renewals, upsells, and expansions, overseeing the design and execution of OfferFit use cases. You'll build executive-level relationships, contribute to product development, and act as the voice of the customer. The role involves data analysis, presentation creation, and communicating customer insights. OfferFit offers a supportive and professional team environment with excellent benefits.

Requirements

• Be entrepreneurial: take initiative, work around obstacles, and always seek creative ways to get to the next level
• Be a people person: build trust-based relationships with external partners, and combine empathy with a willingness to have direct, challenging conversations
• Be analytically-driven: draw insights from raw data and perform analysis that is helpful and clear to customers
• Be a technology enthusiast: be passionate about new technologies and their potential to impact business-as-usual
• Be structured and organized: structure a plan, align stakeholders, and see it through to execution
• Be a clear communicator: express yourself clearly and persuasively, both in writing and speech
• Up to 20% travel for company-wide quarterly gatherings, team offsite workshops, customer meetings, and industry-related events

Responsibilities

• Support CS Director to build meaningful relationships across our customers’ organization
• Work with implementation and data science teams to drive the success of AI use cases with our customers
• Work closely with the OfferFit sales team to drive renewals & upsell opportunities
• Develop deep understanding of customer business context and pain points to facilitate the strategic mapping of OfferFit value proposition
• Serve as strategic partners to guide our customers in maximizing business value from their use of OfferFit
• Conduct analyses (including using Excel, SQL) and provide data-driven presentations on OfferFit’s business impact, use case insights, and guide customers through troubleshooting
• Synthesize and communicate stories based on customer insights
• Communicate customer needs to OfferFit’s product & marketing teams to ensure a customer-centric product roadmap

Preferred Qualifications

• Prior Strategy Consulting experience
• Familiarity with data science or machine learning

Benefits

• Generous PTO (starting at 25 days PTO per year) and Parental Leave policy (12 weeks paid)
• 100% remote work environment with flexible hours
• Quarterly gatherings where we meet in person in a different city to work together, bond as a team and celebrate our progress
• Weekly team events (lunch and learns, trivia, virtual escape rooms, town hall and team health “barometer” meetings)
• Ability to learn and develop from an experienced leadership team (ex-Amazon, McKinsey, BCG, and IBM, among others) who are focused on building a talented, diverse, and inclusive team
• Dedication to building a strong culture (e.g., team resource groups, weekly recognitions, major life event celebrations, mental health/sustainability days off, etc.)