About our client: our client is a startup saas platform that enables brands to connect through a digital marketplace.
About the role: They are looking for an experienced Customer Success Manager to be a strategic partner to their clients. You’ll play a key role in ensuring that clients adopt the platform and be responsible for strategically driving value for our clients while promoting account expansion and retention. The Customer Success Manager will work collaboratively with the client and our Director of Customer Success to understand clients’ needs, discover opportunities, determine potential and develop strategic execution and expansion plans.
Responsibilities:
- Manage a portfolio of accounts with a specific focus on superior customer satisfaction, owning
- the renewal term and cross selling / up selling when appropriate
- Develop and execute strategic client roadmaps with named accounts to ensure successful
- adoption and continual engagement of the platform
- Build and nurture close client relationships to drive account expansion and growth, in line with
- goal of providing a return on client ROI
- Fully responsible for driving the actions to deliver against organizational and Customer Success
- specific individual KPIs
- Meet and exceed adoption and retention targets while maintaining an active pipeline
- Collaborate with Engineering, Design and Customer Success teams to translate client needs and
- technical challenges into business solutions
- Identify client goals and work closely with the Partnerships team to bring marketing campaigns
- to life on the platform
Qualifications:
- 2-5 years of experience in a client-facing role
- Must have experience working in a client-facing role at a B2B SaaS or technology company
- Demonstrated success with strategy-based client management, with a particular focus on
- retention and account growth
- Detail-oriented and data-driven with the ability to use qualitative and quantitative insights in
- developing strategic client and business plans
- Ability to meet and exceed account retention quotas
- Excellent presentation and communication skills; comfortable with distilling seemingly complex
- information into clear and concise explanations
- Exceptionally organized and have the ability to manage evolving priorities and sales pipeline
- An entrepreneurial, self-motivated and an ambitious mentality; adaptable to role extending past
- traditional functions
- A strong work ethic, collaborative and flexible mentality with a hunger to learn
Why You’ll Love this Job
- They work with smart, interesting people, and directly with entrepreneurs in our portfolio. If you love startups, and are keen to grow and develop your skills, all while working alongside amazing colleagues, we want to talk to you!
They can promise:
- Our co-workers are a close-knit, intelligent, and motivated team.
- We care about you. We offer competitive health, dental, and vision insurance for employees and their dependents, including commuter and FSA pre-tax benefits.
- Unlimited PTO so you can take the time you need.
- Summer Fridays from July 4th Weekend to Labor Day each year
- You’ll love where you work. We have a bright and modern collaborative office space located in the heart of Soho, which we share with some of our exciting companies. We co-work with our portfolio companies and encourage cross-team learning.
- A vibrant and active culture including weekly catered lunches and breakfasts, happy hours, movie nights, sporting events, and a monthly book club.
Compensation: competitive base, bonus + competitive employee benefits