Customer Success Manager

1 month ago

boston, United States XY Sense Full time
  • 1-3 years of experience in customer management with enterprise clients
  • $70-90k salary range, based on experience, plus ESOP options
  • Candidate must be based in Boston or New York
  • Lead customer success for top US enterprises, enhancing workplace efficiency


At XY Sense, we're revolutionizing the way businesses understand and optimize their space utilization and occupancy data. Our cutting-edge technology empowers organizations to make data-driven decisions that enhance productivity, reduce costs, and create more efficient spaces.


Our customers are some of the largest enterprises in the world responding to both changing ways of working in the hybrid era, but also looking forwards to anticipate upcoming needs to make workspaces both productive and enjoyable for all. This role is a chance to work at the coal-face with workplace leaders, using data and insights to deliver workplaces that people love and which are more efficient environmentally, economically and socially.


Who are we looking for?

We’re looking for a Customer Success Manager to lead and deliver on our account management activities with Enterprise customers in the US. To succeed in this role you will need to be both technically astute and a natural people-person. It is a role that is equally strategic as it is operational. Your decision making lens will be driven by what can make the biggest impact for customers whilst influencing and having input into the scale of our global business.


What this role will be responsible for

  • Customer installations: Working with our installation team to ensure projects are installed in a timely manner.
  • Customer implementation: Ensuring the customer's instance is set up to meet their requirements.
  • Customer onboarding: Setting customers up to have a great experience from installation to team onboarding to the platform and maximize their value from day 1.
  • Customer support: Working cross-functionally with teams to troubleshoot hardware, software, or data-related issues to maximize value realization and ensure smooth adoptions.
  • Account Management: Maintain account plans renewal management and forecasting and regular engagement with customers throughout the lifecycle to identify opportunities for value add and proactively address key customer concerns
  • Quarterly Business Reviews: uncover insights and share exciting updates and developments on our product and market insights across our portfolio
  • Customer advocacy/insights: By serving as the internal customer advocate and voice of the customer including translating customer requirements into actionable tasks for XY Sense product development.
  • This role reports to the Global Head of Customer Success


Your background to succeed in this role

This is a direct impact role with scope to support customers across the US and Americas. As a member of our rapidly growing team, you will be entrepreneurial in nature and have a can-do attitude. Key skills and attributes we will be looking for include;

  • 1-3 years of experience in high touch customer management
  • Comfort and proficiency owning multiple work streams to deliver on strategic company priorities and customer requirements. You know how to prioritize and juggle.
  • Experience either working with or managing a portfolio of Enterprise customers with large deal sizes.
  • Ability to solve/troubleshoot issues and identify appropriate points of escalation within the engineering team.
  • Great interpersonal skills and ability to communicate effectively with customers and internal stakeholders.
  • Experience owning/managing end-to-end customer experience, including supporting customers with onboarding, data analysis, and training
  • Prior experience building strategic account plans, driving adoption/expansions and managing renewals
  • A strong interest in and enjoyment in getting the most out of data so you can support customers through their data analytics requests
  • A doer. You are proactive, drive towards results and suggest actionable solutions.
  • Above all else you care deeply for customers and want to support them to navigate change and get the most out of their workplaces.


Given this is a role that will require access to customer sites, you will need to be able to travel throughout the US and Americas region. The successful candidate must be based in Boston or New York and should be prepared to travel regularly between the two locations to support customer needs and on-site engagements.


What we will offer in return

Grow with us We’re committed to helping you build a rewarding career with ample opportunities for growth and progression. As we continue to expand, you’ll have the chance to shape your path and move into more senior roles within our team

  • A competitive remuneration package with base range of $70 - 90k and ESOP
  • Flexible work arrangements to balance work and life
  • Tremendous growth and upside opportunities
  • Gold tier benefits including Medical, Dental, Vision, Life and 401k plans
  • A team that values equality, respect and helping each other thrive at work
  • A chance to be a foundational team member in our rapidly expanding US team with global reach.


If this sounds like a team you’d love to be a part of and would like to take a leading impact role within, we’d love to talk.

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