Customer Success Manager

About Our Client

A leading customer intelligence platform is revolutionizing how businesses capture buying signals, empowering them with AI enrichment and automation to connect with the right person, at the right time, with the right context.

As companies face challenges in managing numerous siloed solutions, an overwhelming tech stack, and ineffective intent data, this platform consolidates all essential buying signals into one accessible location. This allows businesses to effectively track the entire customer journey, link signals to actual people and accounts, and take actionable steps to automate their processes.

Having raised over $50 million from prominent investors and supported by operators from some of the fastest-growing companies globally, the team is driven by a passion for simplifying complex challenges and valuing trust, collaboration, and customer success.

Why the Company Needs You

As a vital part of the company’s operations, the Customer Success Manager, Scale will be instrumental in nurturing customer relationships and driving positive business outcomes.

The ideal candidate will be a customer-focused builder eager to engage with leading companies in their post-sales journey. The role is essential in shaping the customer experience, focused on creating meaningful interactions and content that empower customers to succeed. In doing so, this position will help enhance onboarding, adoption, and business strategies for customers and their communities.

This role presents an excellent opportunity to influence the future of Customer Success in the emerging category the company is developing. If you are excited about making a tangible impact on growth, this position is for you!

How You’ll Contribute

– Partner with scale customers throughout their journey, customizing their experience based on unique use cases and requirements.

– Develop onboarding and enablement strategies that balance self-service training with personalized implementation workshops.

– Author, design, and publish training resources (including courses, guides, and videos) to ensure effective onboarding, adoption, and ongoing customer engagement.

– Initiate outreach campaigns that foster customer value and adoption.

– Facilitate live learning events, including office hours, webinars, and training for new customers.

– Assess and measure the effectiveness of campaigns and the success of customer adoption and learning initiatives.

– Foster strong relationships with the product team to ensure training content is in sync with the latest features and relevant to customer needs.

– Collaborate with the Marketing team to effectively promote and distribute training content to the target audience.

You Will Enjoy Being a Member of the Team If You

– Have 4+ years of relevant experience in Customer Success, Scale, Education, or Learning & Development, preferably in a SaaS environment.

– Possess skills in project management, onboarding, training material development, and familiarity with learning tools and platforms.

– Excel in writing, editing, and proofreading.

– Show empathy for customer challenges and demonstrate a commitment to delighting customers in your communications.

– Consider yourself a self-motivated, proactive teammate with creative ideas to boost customer loyalty.

– Communicate effectively and have the interpersonal skills to inspire both clients and colleagues.

– Thrive in fast-paced environments and enjoy building processes from scratch.

This position offers a competitive compensation range of $100,000 to $115,000 OTE, based on experience and qualifications, and includes significant equity options.

Company Values

– **Be Customer-centric** – Prioritize customer needs by articulating value clearly to guide decision-making.

– **Strive for Simplicity** – Embrace simplicity over complexity, focusing on the essential qualities of what is being built.

– **Make it Happen** – Be decisive and prioritize taking action over the fear of making mistakes, emphasizing impactful results.

– **We’re In This Together** – View personal success as intertwined with the success of customers and teammates, fostering strong relationships based on trust and transparency.

Benefits

– Competitive base salary with meaningful equity ownership

– Comprehensive health insurance (medical, dental, vision) with HSA and FSA options

– Full coverage of employee premiums and partial coverage for dependents

– Unlimited Paid Time Off

– Paid Company Holidays

– Flexible work-from-home policy, including a laptop and support for home office setup

– Monthly remote stipend

– 401(k) self-contribution options

– Paid Family Leave