Customer Success Manager, Velocity

Job Title: Customer Success Manager

Location: Remote- US 

WHY YOU’LL LOVE SALESLOFT:

Put Customers First.  Team Over Self.  Focus on Results.  Bias Towards Action.  Glass Half Full. 

These are the values that define who we are and have empowered our staggering growth to become the #1 leader in sales engagement software.   

Salesloft helps brands deliver value and create trust by connecting authentically and meaningfully with their customers. Thousands of customers depend on Salesloft’s category-leading sales engagement platform to engage in more relevant, authentic and sincere ways.

Since our founding in 2011, we have grown into a global, award-winning organization with Lofters based all over the world.  As a testament to our organizational health, we have been named by Forbes as one of America’s Best Startup Employers in 2020, twice by Deloitte as a ‘Fastest-Growing Technology Company in North America,’ and have been recognized as a top workplace by Forbes, Fortune, Glassdoor, Atlanta Journal Constitution, and Inc Magazine.   

We’re redefining an age-old industry! This is challenging work – but our team of brilliant creatives makes the journey thrilling.  We’re fast-paced, innovative, and collaborative.  We pursue excellence in everything and have a lot of fun along the way.  Come join us!

Check us out on Glassdoor and see what people LOVE about working for Salesloft! 

THE OPPORTUNITY:

Although we’re proud of our history, we’re just as excited about the future.  We want to create a world-class culture and company that attracts, develops, engages and retains the nation’s elite talent.  

At Salesloft, our Customer Success Managers are pivotal to our company’s success.  You will be a key member of our fast-growing and high-performing Customer Success Organization acting as the go-to resource for our valued customers. You will be able to ensure successful product adoption and retention of key customers in the business. 

In this role, your main priority is to drive ROI as quickly as possible for a specific segment of our customer base.  You will be a key member of a highly-skilled, customer-focused, scaled CS team responsible for ensuring customer adoption, health, and overall success.  You will strive to deeply understand their top goals and problems, both immediate and long term, and help provide them with the right resources for crushing their KPIs.  You will take a consultative approach by uncovering customers’ use cases to better educate them on the benefits and features of the Salesloft platform within the context of their specific workflow.

In addition to working with amazing colleagues who exemplify our ‘team over self’ core value, you will also have the opportunity to interact with key stakeholders from complex organizations of all sizes and across a wide variety of industries  You will own, drive and affect change for your customers by having a natural curiosity for problem-solving and an obsessive focus on their outcomes. The goal is to be the ultimate storyteller in showcasing the compelling impact on your customers' business made possible by their use of Salesloft. Remember, you are the quarterback of the customer experience and you will have an opportunity to make a difference. 

WHAT WE’RE LOOKING FOR:

We are seeking an experienced customer facing professional who will engage, retain and drive our customers' understanding of Salesloft product offerings working strategically with sales, CS and leadership (both internally and with the customer). You will be measured on the retention, expansion and happiness index of a scaled book of business (Salesloft’s customers). 

On a day-to-day basis, you will be responsible for managing complex and savvy customer needs, leading compelling business reviews, and using data analysis to drive business impact aligning closely with various departments internally and externally not limited to Sales, Services, Customer Success and Partners.  You will partner with sales to identify customer growth opportunities based on demonstrated value, and help strategize and execute plans to earn additional spend from the customer.  You will also work with support and product teams to ensure customer feedback is captured and realized.  

If you’re passionate about sales technology, providing a world-class customer experience, and thrive in a fast-paced, hyper-growth startup environment, then becoming a Customer Success Manager is the career path for you!

THE TEAM:

Salesloft’s Customer Success team is comprised of seasoned and up-and-coming account management professionals who are all aligned on one mission: to redefine the Sales Engagement space and activate the authentic seller in all of us. 

The Customer Success team consists of 30 some team members who develop and maintain a deep understanding of the customer’s business drives, goals, and steer activities to align with these initiatives. They act as a liaison between internal teams to ensure customer needs are being met, partner with sales to define and achieve customers’ success criteria, and demonstrate ROI and ensure customers renew the Salesloft Product Suite.  We strive to ensure customer satisfaction through inspiring, educating/training, driving adoption, managing stakeholders, and influencing the customer.

They are also the epitome of our core values - Customers First. Team Over Self. Focus on Results. Bias Towards Action. Glass Half Full.

THE SKILL SET:

• 3+ years of experience in a customer-facing role or 1+ years in a customer-facing role in SaaS
• 1+ years of experience using a sales or marketing SaaS platform, ideally a CRM, in daily job
• Previous experience in a SaaS/Technology company or fast growing start up preferred 
• Superb listening skills and the proven ability to dig deeper to uncover the customer’s true objectives
• High level of empathy - it’s important for our CSMs to be good people to their peers and customers alike
• Demonstrated ability to facilitate well-organized and productive meetings with all levels of customer stakeholders
• Experience delivering business reviews showcasing ROI to customer stakeholders via webinar
• You are a clear, confident and compelling communicator — in writing, in conversation and in front of an audience
• You are extremely perceptive and are highly emotionally intelligent, making you agile in adapting your executive presence and approach to any audience and personality
• You are an expert project manager who ruthlessly prioritizes, manages stakeholder expectations, and ensures all key objectives and timelines are met
• You are resourceful, scrappy and creative — if a playbook doesn't exist yet, you go figure it out and build it for the whole team to use
• You are confident in technical conversations — hearing “API” doesn't make you run and hide
• You have an innate curiosity about technology and the ways in which it can impact business processes
• You get a high degree of satisfaction and personal fulfillment through solving complex problems for the benefit of others…you don’t give up easily
• You are process-driven and thrive working in a team environment with daily collaboration amongst team members

WITHIN ONE MONTH, YOU’LL:

• Attend Salesloft’s New Hire Orientation, where you will learn our Salesloft story and understand what makes our “Lofters” unique 
• Join our 3-week Sales Bootcamp, where you will learn our software and all the skills necessary to set you up for success, allowing you to make an impact in the market quickly
• Begin 1:1’s with your manager, understand your 30-60-90 day plan, meet & shadow current members of the Salesloft team, and delve into your customer segment 
• Set your OKRs (Objectives and Key Results) with your manager and develop an action plan to achieve them
• Meet key partners in Account Management, Finance, Marketing, Executives etc. - they will be key relationships for you throughout your deal cycle
• Become Salesloft demo certified

WITHIN THREE MONTHS, YOU’LL:

• Begin working with customers over email, as well as scheduled virtual meetings with support from your tenured peers and manager
• Be Salesloft admin certified
• Have a solid foundation of product knowledge and feel comfortable walking a customer through many aspects of the Salesloft platform
• Have a fundamental knowledge of Salesloft product capabilities as well as modern sales engagement best practices 

WITHIN SIX MONTHS, YOU’LL:

• Be owning interactions with customers and facilitating solo customer meetings to encourage adoption & process optimization
• Have a greater ability to understand deep technical aspects of the product, product ecosystem, and educate customers and peers using simplified explanations
• Co-hosting customer webinars

WITHIN TWELVE MONTHS, YOU’LL:

• Set an example for new CSMs, and assist in training, onboarding and motivating new Lofters
• Be a proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance
• Have a thorough understanding of the challenges an organization faces when implementing a new technology and how to help them manage change

IS THIS ROLE NOT AN EXACT FIT? Keep an eye on our Careers Page for other positions!

WHY SHOULD YOU WORK AT SALESLOFT:

• You will become part of an amazing culture with a supportive CEO and smart teammates who actually care
• You will work with an amazing team you can learn from and teach
• You will experience joining a high-growth/high-traction organization
• You will hear “Yes, let’s do that!” and then have the opportunity to successfully execute on your ideas
• You will build community with Lofters of many cultures and backgrounds through ERGs and DEI initiatives
• We have a vibrant, open office that utilizes modern technology
• You will grow more here than you would anywhere else, that is a promise

Salesloft embraces diversity and invites applications from people of all walks of life.  We are proud to be an Equal Opportunity Employer and provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.