Senior Customer Success Manager

Summary

Join OfferFit's growing Customer Success team as a 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 and presentation creation to communicate customer insights and showcase OfferFit's value. OfferFit offers a competitive salary, benefits, and a supportive, fast-paced work environment.

Requirements

• Entrepreneurial: you take initiative, work around obstacles, and always seek creative ways to get to the next level
• People person: you build trust-based relationships with external partners, and combine empathy with a willingness to have direct, challenging conversations
• Analytically-driven: You are able to draw insights from raw data and perform analysis that is helpful and clear to customers
• Technology enthusiast: you are passionate about new technologies and their potential to impact business-as-usual
• Structured and organized: you can structure a plan, align stakeholders, and see it through to execution
• Clear communicator: you are able to 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 preferred
• Familiarity with data science or machine learning is a strong plus

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.)
• [US Only] Competitive Employee benefits (major medical, vision, dental and LTD) and 401K matching program
• The base salary range for this position in the United States is $145,000-$171,000 per year, plus eligibility for additional commission and bonus ranging $40,000-$47,000; with an overall OTE of $185,000 - $218,000
• Eligibility for an additional end of year performance bonus, commissions (when applicable) and/or equity options may be provided as part of the compensation package