Customer Success Manager
Job Description
About Our Client
The mission of a forward-thinking company is to reshape cities and combat climate change by creating a world with far less parking. This organization is already transforming parking at hundreds of buildings around the globe. Customers appreciate the solutions provided, and investor confidence is evidenced by recent Series A funding. To further extend the reach of these solutions into every apartment, condo, and office building, the organization is seeking a dedicated individual.
Despite strong customer loyalty, with only four customers out of hundreds having ever churned, there is a desire to proactively form relationships with new partners. This ensures that they meet their goals and that successes are effectively marketed to current and future customers.
To support rapid growth, the organization is hiring its first Customer Success Manager, who will play a key role in strengthening and expanding customer relationships.
About The Role
– Develop deep relationships with customers and serve as their primary point of contact, particularly for the largest and most strategic partners.
– Go beyond the typical role of a customer success manager; dive into data, monitor support tickets, and collaborate with other teams to identify customers who require the most assistance.
– Spend significant time each week on calls with customers and conducting in-person visits, comprehensively understanding their needs, from the most successful to the newest challenges.
– Ensure customers are on track to meet their goals and remain extremely satisfied, actively working with customers and the internal team to facilitate success. Serve as the voice and advocate of the customer within the organization.
– Provide outstanding customer service, addressing any issues or concerns promptly and effectively.
– Identify and pursue upselling, cross-selling, and referral opportunities, collaborating with the sales team to drive revenue growth.
– Engage in detailed analysis of spreadsheets, reports, or customer success issues as required.
– Transition from following directives to defining individual roles and customer success strategies over time.
Requirements
– At least 3+ years of customer success or account management experience.
– A minimum of 2+ years of experience in a B2B technology environment that leveraged software or hardware to enhance customer satisfaction.
– Willingness to travel within the United States to visit customers, for at least a few days each month.
Must-have skills
– **Resourceful**: Capable of finding solutions independently, whether addressing technology problems or overcoming creative challenges.
– **Hustle**: Thrives in a startup environment and excels in fast-paced situations, taking on substantial responsibilities with enthusiasm.
– **Communication**: Exceptional communication skills, with a knack for writing clearly and succinctly using impeccable grammar, and the ability to connect effectively with colleagues.
– **Excellent writing**: Crafting well-thought-out, grammatically perfect writing, whether for customer communications or blog posts.
– **Analytical**: Proficient in interpreting and creating charts, detecting trends, preparing dashboards, and adept with spreadsheets to formulate plans.
Bonus points
– Experience using Salesforce or a similar CRM to track customer engagement.
– Comfort with travel when critical to team and customer success.
– Previous collaboration with marketing to develop impactful case studies.
Benefits
– **Equity stake** in the company, fostering an owner mindset.
– **Competitive compensation** package that includes a strong base salary and significant potential bonuses reflective of the organization’s success.
– **Comprehensive medical, dental, and vision insurance** to support health and wellness for you and your family.
– **Additional perks** such as 401k, dependent care FSAs, and pre-tax commuter/parking benefits.
– **A great workplace culture** emphasized by a small, high-caliber team of mission-driven individuals.
– **Flexible PTO** policy to provide additional rest and relaxation as needed.
Location
Ideal candidates will be located in California, particularly in the San Francisco Bay Area, and should be open to working frequently in the San Francisco office. Exceptional remote candidates throughout the United States will also be considered, though proximity to San Francisco is preferred.
Compensation
$110K – $130K • $20K – $30K Bonus