Offer summary

Qualifications:

3-5 years of experience in a customer-facing role, preferably in a B2B SaaS startup environment., Strong project management and communication skills, with the ability to manage high-priority customers., Experience in building Customer Success/Account Management playbooks and processes., Empathetic, self-motivated, and intellectually curious with a growth mindset..

Key responsabilities:

Serve as the primary point of contact for new customer implementations, managing stakeholders and client expectations.

Drive onboarding and training sessions to ensure customers maximize the value of the product.

Identify expansion opportunities and collaborate with Sales to close renewal deals.

Capture and synthesize customer feedback to inform product development and improve customer success processes.

Job description

In-person in San Luis Obispo, CA, Denver, CO, Nashville, TN, Salt Lake City, UT, or Jackson Hole, WY preferred - open to remote as well
Large equity stake + competitive salary + benefits
Will work directly with the VP build the CS function from ground up
Full-cycle customer success including onboarding, implementation, expansion, and retention
Opportunity in proven, de-risked market - founders’ first company in this space acquired for $90M+ by SurveyMonkey

Requirements

Who We’re Looking For

You have knowledge, experience and/or interest in working with and for customer marketing/advocacy teams, product marketers, and content marketers
You are passionate about evangelizing the customer marketing/product marketing space
You are empathetic and highly driven to make customers successful
You understand how customer pain points can help drive product development and business growth
You have excellent project management and communication skills, and are confident juggling many high priority customers
You’re highly adaptable, easily acclimating to a growing startup environment
You have a growth mindset and view setbacks as learning opportunities, not failures
You’re excited to create, shape and improve new processes and workflows
You've built Customer Success/Account Management playbooks or processes in both 1:1 and 1:many motions
You’ve led onboarding, implementation, and renewal conversations with enterprise clients - you understand how to liaise /project manage with both C-levels and entry-level employees alike
We’re looking for an entrepreneurial customer success manager who is self-motivated, hard-working, driven, humble, intellectually curious, comfortable in a growing startup environment, and eager to build lasting relationships with our customers. You’ll be the second customer success hire working for the VP of Customer Success who has extensive experience in leading customer-facing teams in B2B SaaS. This is a huge opportunity to lead the charge in building relationships, retaining/expanding revenue, and creating advocates with companies like SFDC, SolarWinds, Coupa, Gong and Vanta.

Responsibilities

Be the primary point of contact for new customer implementations, including managing various stakeholders, client expectations, scope, and success criteria
Drive onboarding by running training sessions for end users across marketing, sales enablement, and content to ensure they see maximum value out of UserEvidence
Learn the product inside and out to be a trusted advisor to our customers
Drive adoption, retention, and expansion for existing client base
Identify new expansion and cross-sell/upsell opportunities, partner with Sales counterparts to close renewal deals
Proactively identify customers who aren’t maximizing their usage and create action plans to reach success
Find repeatability in processes and build documentation to help scale the CS/AM function
Build self-serve materials (help articles, video tutorials, and more)
Constantly capture and synthesize product feedback from our customers to surface trends and patterns, make product recommendations to inform product roadmap based on this feedback

Skills and Experience

3-5 years experience in a customer-facing role, ideally in a B2B SaaS startup environment
Experience defining and executing on end-to-end customer success strategies (implementation/kickoff, project management, engaging/reengaging stakeholders, identifying/mitigating churn risk)
Strong presentation skills - ability to command a room of C-levels and ICs alike
Strong empathy and ability to connect with others and understand their situation
Intellectual curiosity - you have the ability to create, understand systems, and experiment/tinker to figure out better ways of doing things

Benefits

Competitive comp, bonus, and equity plans
Hybrid remote/in-person role (in San Luis Obispo, Nashville, Denver, SLC, Jackson Hole)
Health+Dental+Vision Insurance for you (and any dependents)
Incredible training and career growth opportunity

Required profile