Customer Success Manager

As one of our our first Customer Success Managers, you’ll be the primary contact for our rapid growing customer base (over 1000+ companies today). You’ll personify the voice of the customer internally, while partnering with sales, engineering, and product to ensure customer needs are continually met during their lifetime. On a broader scale, as we continue to create and define a new product category, you’ll play a critical role in helping shape how product managers ship world-class products.

A day in the life:

  • Establish trust and cultivate authentic relationships through ongoing customer dialogue and deep understanding of long term business goals
  • Onboard, educate and ramp new customers on the platform, while codifying best practices
  • Uncover and recommend new use cases for the customer, helping them improve the quality of their usage on the platform
  • Effectively manage multiple touchpoints at all stages in the customer journey
  • Create useful and impactful collateral and resources, including one-pagers, webinars, one-to-many trainings, and educational video tutorials 
  • Oversee and drive meaningful impact across all key organizational metrics (NPS, CSAT, Churn, Expansion)
  • Collaborate closely with the sales team to provide continuity from evaluation to happy customer 

The qualities you possess:

  • Proven track record of exceeding targets in previous roles
  • Excellent communication skills (written, verbal, organizational)
  • Experience building and scaling customer onboarding and success programs
  • Ability to effectively and creatively problem-solve in a fast-paced environment
  • Familiarity with various tools in the customer success stack, including SFDC & Intercom
  • Strong writer with a desire to create educational materials (white papers, videos, help center)
  • Previous experience in customer success or account management
  • Experience at a small, fast-growing startup (a plus)

How we’ll reward you:

  • Competitive compensation and stock options 
  • Comprehensive medical, dental, and vision coverage 
  • Subsidized commuter benefits 
  • Generous vacation time 
  • Professional development & career coaching 
  • Team events, such as happy hours, off-sites, and retreats 
  • Employee referral bonuses

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