Customer Success Manager

About the position
At Pathlight, we’re empowering a segment of the workforce that is underserved by technology: the frontline manager. Making frontline managers more effective and efficient not only drives team performance, equity, and happiness, but has ripple effects across a company. We’re doing work that really matters, and our love for our customers reflects that. 

Because Pathlight’s management automation platform is a new category of software, the customer success team plays a critical role in educating, empowering, and driving adoption and positive change in our customers’ organizations. Our foundational team is obsessed with creating value for our customers, and we’re seeking a passionate team member who can solve tough problems and manage multiple moving pieces around customer support, onboarding, adoption and engagement. Sound like you?

What you’ll do
  • Facilitate and drive user onboarding, adoption, and engagement, making Pathlight a key part of every user's day and an essential part of their business
  • Interface with customers via a variety of channels, leading training and setup calls, responding to requests, and resolving issues
  • Become a Pathlight platform expert, identify common customer challenges, and collaborate with the Product team to translate business needs and product requirements into the best customer experience possible
  • Measure customer success rigorously using data and help drive the strategy of the customer success team
  • Craft customer onboarding and training assets
  • Help drive customer references and case studies

What you’ll bring
  • 1+ years at a SaaS venture-backed high growth company in a customer-facing role
  • 2+ years of experience in a client-facing consultative role; bonus points for experience as a consultant at a management or strategy consulting firm
  • Demonstrated ability to create a delightful customer experience while driving business results
  • Excellent problem-solving, project management, and written and verbal communication skills
  • Ability to learn new technology quickly
  • Comfort navigating ambiguity and delivering results in a rapid-growth environment
  • Discipline, accountability, and eagerness to collaborate
  • Diplomacy, tact, and poise under pressure when working through customer issues

What you’ll get
  • Significant opportunity to manage key relationships and drive strategically important projects 
  • The opportunity to collaborate with team members across the company
  • A culture that promotes discussion, different viewpoints, and discovery
  • A rigorous and supportive environment that encourages you to bring your ideas forward, use data to support decision-making, and take calculated risk
  • 401k and medical, dental, and vision benefits
  • Office pups

Note: We are unfortunately unable to sponsor any visas (including H-1B visas) at this time.

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