Customer Success Manager

Array is looking for a Customer Success Manager to join our growing and acquired HelloPrivacy team. Our HelloPrivacy team helps millions of people clean up, protect and improve their online privacy and reputation. Our Privacy API allows enterprises across industries like identity protection, FinTech, banking, antivirus, and cybersecurity to add powerful privacy features to their own offerings through our scalable, industry-leading Privacy APIs and white label partner solutions. Our consumer brands help millions of consumers protect their online privacy and reputation and have been featured on ABC's Shark Tank, BBC's Dragons' Den, and numerous other media outlets.

You will manage the success of partners using the HelloPrivacy platform via API or white-label. This includes partner integration & onboarding, day-to-day communication and troubleshooting, tracking & reporting, and partner growth. The Customer Success Manager will be the main point of contact to specific partners, while also working cross-functionally within HelloPrivacy to ensure a seamless integration – this includes business development, product, engineering, and other internal teams.

You Will:

• You will be the primary contact for your customers
• You will ensure successful customer onboarding & integration
  • Guide partners through the successful transition from business development to client including; welcome/goal-setting sessions, UI/UX sessions, sandbox set up/access, pre-production development & testing, through to launch
  • Coordinate with product & engineering teams to provide a successful integration against contract requirements
  • Coordinate & communicate launch calendar with product & engineering teams
• You will work with customers to improve enrollments & customer adoption of the feature(s), including UX/UI recommendations, marketing & outreach suggestions, messaging & merchandising optimizations, and more
• You will be responsible for daily customer management including leading ad-hoc and scheduled partner meetings and ongoing partner project management
• Be responsible for partner tracking & reporting, including ensuring all contract SLAs & KPIs are met and key partner deadlines are achieved
• Achieve partner growth & renewal through effective relationship building, proactively guiding partner roadmap/product decisions, looking for opportunities to enhance partner success and working with business development & executives/founders for successful contract renewal and expansion

You Have:

• A strong business generalist with a passion for what makes consumer products successful (ie strong product sense)
• Strong communication skills, both internally and externally
• Have an empathetic approach to relationship management and a desire to see partners succeed
• Preferably a technical background or at least a desire to get technical, with a willingness to understand HelloPrivacy's product stack and APIs
• Interest in consumer software, solving consumer needs and a high level of intellectual curiosity
• Excitement to work in a high-growth environment and help build processes as needed
• Ability to work with all types of people and build long-lasting relationships
• 3+ years experience working in a customer facing role
• Experience working with enterprise SaaS customer/partners

HelloPrivacy / Brand Yourself Benefits:

HelloPrivacy / Brand Yourself is an acquired company by Array. All full-time HelloPrivacy employees will be converted to Array benefits package, effective January 2023:

Array Offers All Employees the Following Benefits and Perks:

• Full medical, dental, and vision, premiums covered at 100% for full-time employees and 70% for dependents
• Unlimited PTO and sick leave + 14 company holidays to encourage a healthy work-life blend
• Partnership with Spring Health to support mental health 
• 100% 401k match up to 4% with immediate vesting 
• Generous and competitive parental leave for all parents
• $2,000 medical travel coverage
• $1,000 desk setup subsidy to set-up your unique remote office
• $100/month to subsidize wifi/cell phone expenses

One of our core values at Array is to care and support one another, and that's why we strive to create an environment where everyone feels empowered to bring their full, authentic selves to work. Diversity, equity, and inclusion foster collaboration, comfort, and confidence. We're at our collective best when we each feel our best.

We are proud to be an equal opportunity workplace, we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.