Customer Success Manager

About the Team:

The Customer Success Team is focused on helping Enterprise-plan customers explore what’s possible with Typeform. We work with our customers throughout their lifecycle (Adoption, Renewal, and beyond!) to ensure that they are using Typeform to their fullest potential. By proactively engaging our customers in different lifecycle stages, we maintain that role of trusted advisor and work with our Enterprise customers to continue growing with our tools. 

Ultimately, we believe that Typeform can empower our customers to build meaningful relationships with their team members and customers alike. That mindset drives us as we seek to enable mission-critical processes for our customers and maintain a strong core relationship.

About the Role:

As a Customer Success Manager, you will be primarily responsible for partnering with Typeform’s Enterprise customers to help them achieve their business goals. You’ll work with new customers who have purchased our Enterprise plan, as well as existing customers who have upgraded, driving continued adoption, retention, and creating lasting partnerships. As a product and customer specialist, you will provide recommendations, identify potential obstacles, and utilize internal tools to proactively identify opportunities for customers to expand their use cases. You will drive results through product training, education, and risk prevention and mitigation, to continually improve and impact the customer experience. You’ll be a great fit for this role if you love analyzing data, find satisfaction in iterating on and improving processes, and enjoy being close to the customer journey.

Things you will do:

• Partner with customers at key moments in their lifecycle to develop an understanding of their needs and coach them on how to use Typeform to reach their desired goals
• Use internal tools to monitor customer health, usage metrics, and progress
• Connect with and assist customers when they fall out of engagement cadences, nurturing usage and mitigating risk in accounts
• Identify expansion opportunities and negotiate and close renewals
• Deliver account reviews, status updates, and information around trends to leadership and cross-functional teams
• Collaborate across teams (Sales, Support, Product, Community, Marketing) to ensure a smooth journey, and deliver impactful feedback to inform content, program, and product development.
  

What you already bring to the table:

• 3+ years in a customer success role within a SaaS company
• Easily builds rapport with customers and team members
• A proven track record of driving expansions and renewals
• Process-driven and an analytical mindset
• Can identify and communicate trends in their book of business
• Strong written and verbal communication skills
• Ability to break down and communicate technical terminology in a non-technical manner  
• Natural curiosity and enthusiasm
• A team-focused, collaborative instinct 
  

Extra awesome:

• You’re excited about the Typeform products and features
• Time and work management skills to prioritize customer engagements and requests
• Previous experience working in a fast-paced organization