Scaled Customer Success Manager

2 weeks ago

Remote, Oregon, United States Level Home Full time

About the company:

Founded by ex-Apple Product and Engineering leaders, Level is redefining the smart community with technology that is simple, intuitive, useful, and invisible.Together, our platform and services provide premium experiences for all those who live, work, and own multifamily communities.

At Level, we take a unique approach to designing products - one that shifts focus from what we make to how we make it and who we make it for. It's an approach that results in elegant and unique solutions, raising the bar for the entire smart home ecosystem.

The Role:

The Scaled Customer Success Manager is responsible for ensuring our customers and end users get the full value from our solutions, leading to high levels of customer health, adoption, and engagement. This role works with customers either in 1:1 engagements for high-impact objectives or by running 1:many success programs to impact target customer groups. The Scaled CSM also plays an important role, in conjunction with Sales, to contribute to renewals and customer portfolio expansion. The CSM is accountable for our customers' success on our platform, and proactively pursues strategies across Product, Engineering, Sales, and Support to deliver and maximize value for our customers. This is a critical role in collecting insight, and driving product awareness to our customers and end users at scale, in the pursuit of encouraging product usage, customer adoption, renewals, and expansion.


Main Duties & Responsibilities:

  • Own a portfolio of Enterprise customers and proactively manage customer engagement (high, low, and digital touch) to deliver value and achieve strong customer health.
  • Plan and execute customer onboarding, training, and setup for new customers, including in-person and virtual training.
  • Develop repeatable and scalable capabilities that will enable customers to self-serve the information they need during product onboarding, for ongoing education and awareness of new features, and resolution of issues.
  • Host and facilitate 1:many training sessions and workshops to ensure customers have a comprehensive understanding of our product.
  • Develop, test, and iterate on scaled playbooks, at-scale outreach campaigns, and engagement strategies.
  • Proactively manage customer health across your entire portfolio, quickly addressing problems that could impact the value for the customer, thereby ensuring customer success and high renewal rates.
  • Contribute to product and marketing strategy by encouraging customer testimonials and seeking customer insights and examples of the platform's value in action.
  • Evaluate, design, and implement customer portfolio communication and engagement plans to drive product awareness and usage, using high, low, and digital touch methods.
  • Collect, document, and report customer feedback and pain points to help inform the product roadmap. Includes analyzing customer needs and writing user stories.
  • Represent the voice of the customer internally, providing an informed point of view regarding customer needs and pain points, and prioritizing themes across the entire portfolio to influence the product roadmap.
  • Influence others and work collaboratively across Product, Engineering, Marketing, Sales, and Support to drive resolution to complex and ambiguous customer impacting problems.
  • Contribute to Level's growth by building and managing programs that engage with customers at scale and lead to outstanding customer health and success.

Success Characteristics:

  • Customer Relationship Management - Ability to build strong professional relationships with business customers, balance multiple interests across various personas, manage expectations, and develop trust with follow through and authentic communication.
  • Growth Mindset - A strong desire to learn, take initiative to build new knowledge and skills, and willingness to use new technology in a fast-paced, startup environment. Must take initiative to build knowledge and expertise in our customers' business and our platform's technology.

Analytical Problem Solving - Comfortable tackling ambiguous problems, ability to break down problems into logical parts, brainstorm solutions, and iterate on them. Must be able to decipher problems vs. requested solutions from customer feedback.

  • Passion for Quality - An innate desire to produce quality outcomes, and a willingness to press through ambiguity or barriers. Values results over activity.
  • Cross-Team Collaboration - Takes initiative to work with members of other teams in a professional and collaborative manner to drive results. Willing to disagree while remaining open to others' ideas.
  • Strategic Planning - Ability to recognize risks, anticipate problems, and create high level plans to proactively address these risks and to achieve long-term goals.

Working Conditions & Requirements:

  • 5+ years of professional experience, with 2+ years in a Customer Success role for a SaaS product or other technology product, ideally with a B2B or B2B2C focus
  • Experience managing a large volume of accounts
  • Experience implementing a 1:many, high-touch Customer Success program
  • Experience in Customer Success and working knowledge of common CS tools and concepts preferred (e.g. Salesforce, Gainsight, ChurnZero, Catalyst, GRR, NRR, adoption, churn, NPS, customer health, etc.)
  • Able to maintain a professional remote work setting, such as a home office
  • Can travel for business purposes up to 10-15% over the course of the year

Disclaimer

This role expectations document is not an exhaustive list of activities, duties or responsibilities that are required of you and you may be required to perform additional activities, duties or responsibilities. Level reserves the right to change, modify, suspend, interpret, or cancel in whole or in part, any of the role expectations outlined above at any time and without notice. You are reminded that your employment with Level is "at will," meaning that either you or the company may terminate your employment at any time and for any reason, with or without cause. You must be able to perform the essential duties and responsibilities of the role satisfactorily and, if requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential duties and responsibilities of their job, absent undue hardship.

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