Customer Success Manager

1 week ago

New York, New York, United States Templafy Full time

About us:

Templafy is the next gen document generation platform that automates all document creation across organizations. Our platform eliminates manual document work allowing companies to drive governance, efficiency and ultimately business results. Templafy supports millions of users and enables over 800 enterprise customers such as KPMG, AON, BDO and more.


Founded in Copenhagen, Denmark, in 2014, Templafy's success is built by our 60+ employee nationalities found at offices around the world.

We believe when people feel they belong, have a voice, and feel heard, they are happier and perform better, and that way, everyone wins.

Our innovation, diversity, and unique product have raised over 200 million in funding from Insight Venture Partners, Seed Capital, Dawn Capital, Damgaard Company and Golub Capital.


Customer Success at Templafy:


Reporting up through our Chief Revenue Officer, Customer Success at Templafy is responsible for guiding customers along the value realization path, ensuring they receive positive ROI on their initial use case and paving the way for expansion to new business units and new use cases.

Alongside our colleagues, CS is accountable for Gross Retention Rate and Net Retention Rate. We aim to deliver an effective enterprise customer experience, responsive to needs and proactive with strategic advice.

This requires deep understanding of our customers' businesses and the ways in which Templafy can drive positive business outcomes towards cost savings and revenue generation.

It also requires genuine relationship building internally and externally.

As a team, we aim to grow together, energized by individual and shared accountability.

We are mutually responsible for team learning and development, meaning we proactively share knowledge, contribute to team initiatives, and provide constructive feedback with honesty and positive intent.


What we're looking for:


As a Customer Success Manager, you will be working closely with a wide range of exciting companies worldwide and will interact with internal and external stakeholders across different business functions.

You will report to the North American/EMEA Customer Success Lead, who in turn reports to the VP of Customer Success (global).

You will have full ownership of your own customer portfolio. This means being accountable to your own GRR and NRR. You will work closely with internal stakeholders across Account Management, Solutions Engineering, and Technical Support to achieve your goals.

You will become a trusted advisor to your customers, assisting them to fully adopt and realize the current and future value of the Templafy solution.

You will focus your time and attention on identifying, delivering and proving positive business outcomes (PBOs) for your customers.

Your contributions are critical to Templafy's ability to reach our full growth potential. You can expect to inspire - and be inspired by - the team's energy, commitment and drive to succeed.

Responsibilities:

  • Be empowered to make key decisions about your customer portfolio to meet and exceed GRR and NRR goals
  • Demonstrate ongoing curiosity about our customers, their ways of working, and their pain points, to (re)establish valueoriented Positive Business Outcomes (PBOs)
  • Execute on the delivery of the Templafy solution to achieve PBOs
  • Develop impactful relationships within customer organizations, aiding them to "sell" the PBO story internally to other key stakeholders and economic buyers
  • Explore potential new use cases and new stakeholders through continuous discovery, and evangelize value throughout the customer organization
  • Partner with the Account Management team to develop and implement longterm account plans for retention and expansion into new use cases and new business units
  • Reliably identify atrisk customers and implement proactive measures to address their concerns and ensure satisfaction
  • Be motivated to overachieve on targets and metrics
  • Collaborate within the CS team, sharing best practices and learnings proactively

Requirements:

  • Bachelor's degree required
  • 5+ years of work experience required, with 2+ years of B2B Customer Success or Account Management experience preferred
  • Exemplary communication, presentation and client engagement skills
  • Experience engaging with and presenting to external seniorlevel stakeholders (VP and above)
  • Ability to prioritize, balance responsibilities and perform effectively under pressure
  • Selfmotivated with a businessoriented and customerfocused mindset
  • Experience with Salesforce preferred
  • English language fluency required; other foreign languages would be an asset

Employee Benefits:

  • Employee equity program
  • Comprehensive health insurance
  • Parental leave
  • Commuter Benefits
  • Unlimited time off
  • 401K
  • Employee Assistance Program
  • Company discount program
  • Flexible work environment
We interact freely across teams and are dedicated to building a strong company cultur

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