Enterprise Junior Customer Success Manager

About Ceros

Join us as Ceros embarks on the next chapter in our mission to unlock creativity. Ceros is evolving into the essential design platform for professional creatives the world over. Our suite of cloud-based tools empower professional creators to push the boundaries of creativity, while our collaboration tools make it easy to get everyone involved in the process.

Today, our products power some of the most engaging experiences on the web. In 2021 alone, interactive content created with Ceros Studio — from landing pages and pitch decks to interactive social media — has been viewed more than half a billion times. In the meantime, more than 3 million comments have been added to digital content using Markup, our new visual collaboration tool.

Working at Ceros means having an impact at scale. Our products and services are leveraged by top tier brands such as Mashable, Bloomberg, Red Bull or Pinterest and are loved by more than 500,000 users. And we are building something even bigger and better: the creative operating system of the future.

We are backed up and well-funded by top-tier investors including Sumeru Equity Partners, Grotech Ventures, Greycroft, and Starvest Partners.

We are remote first forever with a 4½ day workweek that finishes every Friday at 1pm.

The Role

As a Junior Customer Success Manager on the Enterprise team, you will manage your own book of business and be a trusted advisor to our Enterprise customers, helping them succeed within our platform and ensuring they receive maximum value from our solution throughout their lifecycle. You'll be responsible for conducting product training, driving adoption, and ensuring ongoing satisfaction. You will work to ensure each user in the platform becomes an Active User or Power User by meeting with them 1:1 to ensure they adopt the platform, complete projects in a timely manner, and have a pipeline of continued projects to work on.  You will also work to identify under-adopted users and work strategically with your Customer Success Team Lead to find ways to convert under-adopted users to active users.  You will closely monitor the health of customers, work to navigate customer challenges, and offer solutions that drive adoption, satisfaction and ultimately lead to higher retention, and cross-sell/up-sell opportunities. 

Key Responsibilities 

• Strengthen Enterprise client relationships and account health within your book of business by deeply embedding yourself in their accounts to drive high engagement 
• Be the product expert on how to efficiently and successfully use the Platform and be able to constantly coach users directly in the platform. 
• Constantly assess "health checks" for your customers to drive product usage & adoption, customer satisfaction (NPS) and identify further areas of education.
• Work closely with your Customer Success Team Lead on long-term adoption plans to ensure high ROI. 
• Own direct relationship with all users in the platform, ensuring a strong relationship and high platform usage. 
• Responsible for weekly outreach to all users to provide inspiration and best practices for using Ceros. 
• Pull monthly usage reports and build QBRs in conjunction with your Customer Success Team Lead. 
• Serve as the 'voice of the users’ and provide internal feedback on how we can better serve them to maximize customer value.
• Collaborate with relevant ecosystem partners in professional services, customer support, educate or marketing organizations to ensure client success measures are met.
• Develop and execute strategic plans for internal & external stakeholders as well as quarterly business reviews with your Customer Success Team Lead. 
• Quickly identify accounts where usage is low, understand why and take action to increase adoption immediately. 

Practical stuff we look for

• 1+ years of customer success/account management experience, preferably in SaaS business environment
• Experience balancing the needs of multiple stakeholders and working under tight time frames with resource constraints 
• Proven track record in a client-facing role, driving client engagement, handling difficult situations and challenges, and delivering exceptional client service
• Demonstrates a high degree of organization and proficiency leveraging internal systems 
• Excellent communication skills and confidence to build relationships at all levels
• Fundamental understanding of design and digital marketing
• Ability to travel up to 10%, including overnight travel for client meetings (when travel is safe again)
• Highly dependable, team-player, self-starter, high energy, positive attitude with good organization and time management skills
• Bachelor’s degree or equivalent experience

What we’re looking for from the heart

• Passion, enthusiasm, energy, humor, team player mentality, and the ability to convey this through communication and presentation skills.
• Intellectually curious; you want to understand everything about our customers & market opportunity.
• Comfortable working in a complex and constantly-evolving customer success environment to drive successful customer success outcomes, strengthen key client relations while handling multiple initiatives at once.

Key things to know

• We want you to start ASAP 
• Full-time position
• This is a remote-first role 

Benefits

• Competitive Salary
• Stock options
• Premium health insurance
• 401K match
• Paid parental leave
• Unlimited vacation days
• Wellness Fridays (Half Day Fridays)
• Excellent gear (Macbook Air, external monitor, etc.)
• Stipend for the home office set up
• Growth and Learning opportunities within the company
• Virtual experiences in which Cerosians can collaborate, educate, and create social connections with one another

At Ceros, we are deeply committed to the recruitment, retention, and growth of diverse talent; uniting people from unique backgrounds in our shared passion for unlocking creativity through technology.

As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information.  We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.