Digital Customer Success Manager

Qualifications

• 1+ years experience in Sales or Sales Development, or Customer Success experience
• Ability to manage and maintain a high volume of customers
• You are a subject matter expert and expert in demonstrating, training, and helping clients get value from your solution
• Proactively act as an advisor to customers to ensure they’re adopting, leveraging, and getting value from your solution through multiple champions across teams
• Experience partnering with Account Executives to expand relationships across teams and applications that grow revenue and expand executive relationships
• You have a strong track record of consistently achieving over goal
• A self-learner and self-starter, able to become a product expert and customer advocate by leading product and use case specific trainings.
• A strong communicator with excellent attention to detail
• Interested in getting a foot into the CS world with growth opportunities
• Love for start-ups is a must!

Responsibilities

• Own the relationship, adoption, and success for a book of mid-market customers at-scale, from onboarding through to renewal
• Consult with customers to understand their business, product, and application goals and confirm value delivery/ROI
• Successfully onboarding new customers with a focus on their time to value for their priorities, projects, and use cases
• Remaining multi-threaded across teams and executives, executed through trainings, enablement, and business reviews
• Proactively monitor and take action to ensure broad team feature usage, positive health scores, and demonstrated value and ultimately high retention rates and strong customer revenue growth
• Be the bridge and liaison between customer, product, and support to ensure customer tickets and feature requests are managed, communicated, and closed out appropriately
• Proactively manage retention, an upsell pipeline, and forecasts to exceed quarterly goals
• Keep internal CRM platforms up to date to ensure visibility across internal stakeholders

Benefits & Perks

• Extensive health, dental, vision benefits, 401k and commuter benefits
• Open vacation policy - we all work hard and take time for ourselves when we need it, no strings attached
• Three months of fully-paid parental leave to any employee welcoming a child into their home
• 401k and commuter benefits
• Generous stock options - we all get to own a piece of what we’re building
• Regular team outings and activities (from boat rides to paintball, we’ll try anything!)
• Flexible working hours and location
• Monthly employee gifts
• For those in the office, catered lunches throughout the week and a fully stocked kitchen with all your favorite snacks (healthy & non-healthy)