Updater is hiring a
Senior Scaled Customer Success Manager, Remote - United States

Summary

The job is for a Senior Scaled Customer Success Manager at Updater, a company that makes moving easier. The role involves onboarding clients, developing playbooks, monitoring customer progress, hosting training sessions, managing clients, identifying trends, navigating ambiguity, project management, and more. The ideal candidate should have 5+ years of client success or account management experience, experience building a scaled CS program, and experience working with VP and C-level execs within their book of business.

Requirements

• Empathy
• Humility
• Strong communication
• Comfortable with Ambiguity
• Client-facing experience: 5+ years in Client Success and/or Account Management
• Experience Building a Scaled CS Program
• Experience working with VP and C-level execs within your book of business
• Experience working within a SaaS or enterprise software-related field

Responsibilities

• Onboard new client cohorts with the Updater solution
• Develop, test, and iterate on scaled playbooks and engagement strategies
• Monitor and track customer cohort progress in the customer journey and adoption
• Host and facilitate one-to-many training sessions and workshops
• Leverage one-to-many tactics with customers to drive positive outcomes and articulate value realized for their businesses
• Successfully manage clients by serving as the trusted advisor and expand the client relationship
• Identify trends for common customer challenges and behaviors and actively develop ways to address them at scale
• Monitor health metrics and log interactions using CS platform, conduct regular business reviews to celebrate positive outcomes and identify opportunities for growth, and help drive references and case studies
• Navigate through ambiguity as we continue to build and refine the scaled customer success segment
• Project manage and track progress on scaled projects internally that you own
• Proactively identify account risks and develop mitigation plans to resolve; coordinating across various internal teams to solve any problems that arise utilizing Updater’s internal tools
• Maintain a deep understanding of the product and make recommendations on how customers can use it to accelerate their own business objectives
• Identify improvement areas in our process, articulating and documenting solutions to create a scalable infrastructure for our Customer Success team

Preferred Qualifications

• Technical account management experience
• Familiarity in the Moving space
• Saas start-up experience
• Salesforce/CRM
• Digital Adoption, DAP, (Pendo, Gainsight PX, WalkMe, Whatfix), HTML, CSS, JQuery, MS Word, Excel, PowerPoint
• Quantitative analysis experience

Benefits

• Medical, Dental, and Vision Insurance
• Unlimited PTO
• 13 paid company holidays annually
• Updater Stock Options
• 401(k)
• Commuter Benefits
• Personal Wellbeing Subsidy
• New Hire Subsidy
• One Medical Membership
• Short Term Disability Insurance
• Supplemental Life Insurance
• 12 weeks of Primary Caregiver Parental Leave