Customer Success Manager - PST

Vitally is looking for a Customer Success Manager to join our Customer Success team. As a CSM, you'll use your people and communication skills (alongside our own product, of course 😉) to guide our customers towards success, from implementation through adoption. From helping new customers implement the product to proactively resolving issues with long standing customers, you'll get a variety of experiences in all things post-sales here.

Requirements

• Ability to juggle multiple complex projects, and consistently deliver high quality work internally at Vitally, and externally for their customers.
• Proactively creates insights from customer’s data, and coaches customers to make sense of their own data.
• Sees potential issues and barriers to success months before they become issues, and is able to put together a plan to proactively solve with minimal escalations.
• Collaborate with CS teams to proactively seeks out expansion opportunities
• Consistently meets or exceeds KPIs that relate to overall business goals and if off track, proactively comes with a plan to get back on track.
• Passion for helping customers and a commitment to providing exceptional customer service.
• Encourages scaleable interactions with customers including joining Office Hours and live Training sessions
• Experience using Customer Success Platforms [Bonus: if you’re a Vitally user]

Responsibilities

• Manage a book of business of approximately 60 customers ranging in ARR between $20-$50K and partner with customers to advise on how to continue integrating Vitally with their CS workflows
• Create mutual success plan with customers to ensure continued achievement
• Identify initiatives/specific goals Vitally can help customers achieve and share best practices in alignment with customer goals
• Surface risks early and project manage risk from beginning to end
• Lead quarterly strategic account planning session with your leaders
• Identify customers for feature betas and help support them with those use cases
• Communicate and collaborate with cross-functional departments when necessary. i.e. Surface feature enhancement requests to the Product team

About Vitally:

Vitally is a Customer Success platform built for strategic and proactive CS teams looking to easily prevent churn and retain (and identify) their best customers. Some of the best CS teams at companies like Mixpanel, Segment, and Productboard trust Vitally to unify their customer data. We make it possible with our powerful analytics dashboards, intuitive automations, and project management tools that all together make their customer data collaborative, measurable, and actionable for all key stakeholders-- from CSMs to CEOs.

We’re a high-growth, VC-backed startup who, at the end of the day, are looking to onboard people who want to have a profound impact on both the business and their own career. How? Working together to build the future of Customer Success.

If you get excited about ownership, autonomy, impact, and quality output -- then we’re excited about you. We’re not here to hold your hand, but we’re here to build a great product together.

Benefits & Culture:

• Salary: We offer a competitive salary for your experience as well as location.
• The comp band for this role is $110,000-$125,000 - depending on the skill and seniority of the candidate.
• Equity: We want every team member invested in the company’s success and are happy to be generous with equity.
• Benefits:
• 100% of health/dental/vision insurance premiums covered by us.
• 401k with a company match.
• Commuter benefits.
• Unlimited PTO with a minimum we require you to take off. Please relax and recharge!
• Flexible work hours and work-from-home policy.
• Yearly education stipend.
• Culture: We are committed to a productive and respectful work environment. Culturally, the team is extremely friendly, fun, hard-working, intelligent, and mature. That said, while we're young and scrappy as a team, we don't believe in building a startup cult. We like each other, we support each other, we're a focused team that busts our asses at work, and we enjoy hanging out from time to time-- but we enjoy having our own lives outside of Vitally.