Customer Success Manager, SMB

It's with that in mind that Beyond is looking to add a CSM, SMB to our growing team. We’ve recently built out a new pooled service offering for our SMB segment and you will be a key asset in developing and executing the strategy. This is an exciting opportunity for someone with a solid grasp of customer success processes who’s looking to take their expertise and leverage it in a hybrid model of pooled service and dedicated service! You’ll serve as the go-to resource for other team members. Retaining customers ensures Beyond can maintain its foothold as the market leader in the industry and execute on our aggressive growth plans.

Before reading further...

Beyond is passionate about diversity and cultivating our team’s potential. If you’re hungry for a good opportunity, but don't meet every point in this job description, please apply anyway!

As our Customer Success Manager, SMB, you'll be responsible for: 

• Securing annual subscription renewals, existing product upgrades, and new product upsell opportunities

• Driving customer adoption, retention, and satisfaction for assigned book of accounts

• Performing strategic analysis on your book of business and proactively forecasting the retention & upgrade opportunities

• Holding regularly scheduled meetings with key stakeholders to ensure customer goals are being met.

• Proactively manage relationships to ensure customer retention and to maintain overall customer health 

• Monitoring and reporting on the health and risk of accounts 

• Maintaining a deep understanding of Beyond Pricing’s suite of products

• Being the voice of the customer back to our Product organization, communicate trending customer feedback and ideas 

• Managing approximately 100-130 accounts at a time

So what kind of person are we looking for in this role? The person who will be successful in this role will be: 

• A leader: You pride yourself on your ability to lead and motivate others. 

• Collaborative: You are enthusiastic, and confident in your ability to quickly connect with new people, and you love going above and beyond for teammates and customers

• Curious: By nature you have a knack for learning the ins-and-outs of software

• Data-driven: You’re comfortable with data and leveraging it to make strategic decisions

• Empathetic: You’ll find fulfillment in helping customers reach their goals

Now that we've told you what the job looks like, here are the qualifications we're looking for in a candidate:

• 1-2 years of relevant customer success experience in a SaaS environment 

• Ability to identify creative ways to improve the customer experience and suggest new, out-of-the box ideas  

• Hands-on experience with product training to clients

• Strong communication skills - you have experience explaining technical concepts to customers in a professional and thoughtful manner 

• Experience being customer centric - you have the ability to understand customer pain points and genuine desire to help our customers resolve issues

• Experience working with software or the ability to learn a wide variety of tools 

• Highly motivated, driven self-starter

So what can you expect after you apply? Your application will be personally reviewed by a member of the Beyond hiring team and if there is a match in your experience and the role, you will:

• Have a video conversation with someone on our Recruiting team. This is a high-level conversation about your experience and interest, but also an opportunity for you to learn more about us

• Interview with our Customer Success management team

• Complete an assignment and present it to a team of stakeholders

• Interview with our Director, CX

• Have a final interview with our CTO/Co-founder