Customer Success Manager

As a Customer Success Manager (CSM), you will work directly with our customers to ensure they are realizing the full potential of Crossbeam. You will guide them through onboarding, strategize to achieve business outcomes, provide ongoing support and guidance, and expand Crossbeam adoption throughout the organization. The ideal candidate has experience as a CSM in SaaS, is able to position themselves as a trusted advisor, and is an excellent communicator. You may not be a software engineer, but you love mastering software tools, solving problems efficiently, and acting as the voice of the customer internally.

This is a unique opportunity to work directly with partnership and sales leaders and materially contribute to Crossbeam’s success. There is significant room for career growth as our company expands. 

• You will develop a deep understanding of our customers’ partner ecosystems, and the benefit that partnering on Crossbeam creates. 
• You will establish strong relationships with leaders to ensure successful integration of the Crossbeam platform into the customer’s partner and sales strategy and tools.
• You will expand our footprint within customer organizations to identify new use cases and increased adoption of Crossbeam.
• You will strategize with Crossbeam’s sales team to ensure optimal customer experience and effective execution of customer outcomes.
• You will develop customer-facing Success Plans that outline customer’s objectives and goals for their partner program and strategies for achieving them.
• You will onboard customers to help them deploy and gain value by driving their full adoption and utilization of Crossbeam. 
• You will understand the customer journey, and key points that lead to value and use that knowledge to coach and educate customers on best practices for successful use of Crossbeam. 
• You will help develop and document customer success best practices with team members to continually improve the effectiveness of our processes.
• You will become an internal power user of the Crossbeam product, and stay on top of the product roadmap and new features as they’re released. 
• You will troubleshoot and, when needed, partner with the product and engineering to solve customers’ technical issues and bugs. 
• You will provide ongoing feedback to the product team to help inform the product roadmap. 

• You think and move a bit faster than those around you. You’re eager to take on a big opportunity and prove yourself through hard work and creativity. 
• You’re excited to learn the ins and outs of Crossbeam and ensure that our customers are thrilled with their experience.
• You have customer success experience at a fast-paced, high growth SaaS company. 
• You pride yourself on building customer relationships and would be described by customers as their trusted advisor.
• You understand the importance of the partner ecosystem as it relates to a company’s sales and marketing growth strategies. 
• You lead with empathy for the customer. You can easily step into their shoes to understand the challenges and opportunities they face.
• You’re excited about the day-to-day work of helping customers resolve issues and find answers.
• You are able to think on your feet when faced with difficult challenges to ensure the best customer experience.
• You are an excellent written and verbal communicator.
• While you may not have a background in engineering, you quickly become a power user when introduced to new technology. 
• You get excited about software and can translate customer feedback into technical requests and requirements for our internal team.
• You speak your mind and have no issue raising concerns with teammates, but are also able to “disagree and commit” when a collaborative decision is made.
• When you don’t know how to do something, you’ll admit it and make a quick assessment of whether it’s something you can figure out, if you’ll need help, and where that help should come from.
• You just read this whole list and got more excited than concerned.

We go through the same interview steps for all CSM candidates to ensure equity in our hiring process. Our process is designed to learn as much about each candidate as possible, as well as to give candidates access to our team and learn about what it's like to be a team member at Crossbeam. Topics will range from technical skills to problem-solving approaches and collaboration

1. Crossbeam in-house recruiter
2. Take-home project to put you in the shoes of a CSM here at Crossbeam
3. Final Interview with:
1. Head of Customer Success
2. Current CSM(s)
3. VP of Sales
4. Sales Manager
5. Built-in 15-minute breaks for you and us!

This is a salaried* role + variable. In addition, Crossbeam offers:

• Health Care Plan (Medical, Dental & Vision)
• Flexible PTO Policy
• Parental leave
• Stock Option Plan
• 401k Plan + Match
• Learning & Development Budget
• Remote Work Options
• Generous Wellness Stipend

*This role has been categorized as a Remote position. "Remote" employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice which must be identified to Crossbeam. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role. In Colorado, Connecticut, Nevada and New York City the standard base pay range for this role is $70,000- $100,000 Annually. This base pay range is specific to Colorado, Connecticut, Nevada and New York City and may not be applicable to other locations. In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.