Customer Success Manager (Remote, US Only)

We’re looking for a passionate, data-driven customer success manager who understands that customer success is a combination of relationship management, strategic expertise, and inter-departmental collaboration. Your book of business will include a combination of low-touch and high-touch customers, and you’ll be focused on proactive communication, customer education, identifying risk early and often, and engaging with multiple personas on the customer side to drive adoption and delight. Exposure to/experience with onboarding is a plus. This CS motion is meant to be dynamic, and deliver the experience that each customer desires in the format they prefer to ensure a high attach rate.

The Customer Success Manager is expected to drive strategy sessions and manage outreach to customers. Projects you'll work on include: Identifying upsell and cross-sell opportunities, customer health maintenance/risk mitigation, renewal facilitation, and ownership, customer advocate identification, maintenance of customer account records in CS Tooling (Apollo, Vitally, Intercom, Salesforce) and achieving quarterly goal attainment targets each fiscal quarter. 

• Proactive and consistent outreach to customers in line with their engagement model
• Identification of key upsell and cross-sell opportunities
• Maintenance of customer health with immediate action taken for risk
• Inter-departmental collaboration
• Willingness to innovate and propose solutions
• Success Planning
• Semi-Annual Business Reviews
• Quarterly Strategy Sessions
• Ad Hoc Team Training & Feature Walkthroughs
• Single Contact for Renewal Processing
• Dedicated CS Email Support for Best Practices, Escalations, and Feature Requests
• Proactive In-App & Email Resources to guide users to success 

• Minimum 3+ Years experience in a customer-facing role in a high-growth start-up
• Bachelor's Degree preferred - Strong experience in/exposure to outbound sales tools, either as a rep, in implementation, or in CS - 3+ years SFDC end user experience preferred
• Operationally minded individual preferred (e.g. a certification in project management, team enablement, system expertise, agile methodology, etc)
• A proven ability to drive results for customers with varying ACVs, sophistication, and across multiple industries. - Excellent verbal and written communication skills.
• A data-driven approach and mindset.
• An eagerness to build, learn and improve.
• A willingness to help level up colleagues.