Customer Success Manager
2 months ago
Dovetail is the world’s leading customer insights hub, helping thousands of teams build better products. From user feedback and customer interviews to support tickets and sales calls, Dovetail helps you uncover insights fast—no matter the method. Driven by ambition and innovation, the Dovetail team is customer-obsessed and on a mission to help the world improve the quality of every thing. Join the ranks of Atlassian, The New York Times, Spotify, Universal, Porsche, Starbucks, and thousands more as they put their customer first with Dovetail and improve the quality of their thing.
Founded in 2017 by Benjamin Humphrey and Bradley Ayers, Dovetail has 100+ employees across offices in Sydney and San Francisco. We've created a unique environment to help us achieve our challenging mission. A culture that aspires to excellence, where nothing is too small to be improved.
What you’ll do
Manage Enterprise customer relationships. You'll manage relationships with our highest-value customers. You’ll work with the team to contribute to the overall growth of our premium business, and pioneer new practices to improve customer success programming as we mature our product-led growth strategy.
Become a Dovetail expert. You'll develop an intimate knowledge of how Dovetail works and what Dovetail is capable of. You will stay up to date with new features and work with customers to educate them on changes in the product.
Onboard new customers. You'll partner with sales to ensure our new customers are successfully onboarded and getting value from Dovetail in their first few months.
Drive renewals and retention. Through your customer relationships you'll be responsible for ensuring that customers renew and increase the value they get from Dovetail over time.
Track core customer metrics. You'll monitor and track core customer health metrics across your accounts such as utilization, feature usage and NPS to ensure healthy engagement and adoption.
Mature success processes. You'll develop, test, and iterate on playbooks and engagement strategies with your counterparts in customer success, and sales, to ensure activation and adoption of Dovetail within your accounts.
What you’ll bring
Customer Success experience. Extensive experience working in a customer success, account management, or a strategic consulting role. It's a bonus if you have experience in B2B SaaS, or in an industry/market adjacent to Dovetail.
Proven track-record delivering impact. You’ll bring hands-on experience with one-to-one and/or one-to many initiatives, proven results impacting churn and contraction, and/or driving expansion and adoption.
A passion for customers. You love talking to and helping customers all day, every day. You're empathetic and seek to understand where customers are coming from.
A great communicator. Excellent, concise communication so you can effectively communicate with customers and teammates.
Problem solving comes naturally to you. You’ll have the ability to switch contexts rapidly and quickly react to things throughout your day to solve problems for customers.
Ambitious and keen to learn. You are driven, eager and curious. You are always looking to learn, improve your skills, and grow alongside an exciting startup as we scale our customer operations.
A great attitude. The right attitude towards a sense of urgency, risk, and ambiguity that naturally comes with working at an early-stage startup.
At Dovetail, we’re passionate about building and fostering an environment where every team member feels supported and valued. We celebrate individualism, welcoming everyone to show up as their authentic selves every day. It’s no secret that diversity builds the best teams, large or small, so we highly encourage applications from people who identify as part of an under-represented group. Please take a peek at Dovetail’s commitment to Program 50/50 and hear why we’re officially a Great Place to Work on our careers page for more info
Benefits
Equity for everyone. We put our money where our mouth is. No matter your role, we provide equity for all along with competitive salaries. See your investment grow as Dovetail grows.
Equal parental leave. We offer an inclusive framework of 20 weeks equal paid leave to support new parents. Every family is unique, so you make the call how you’d like to take care of what matters most.
Extra paid days off. Enjoy ad-hoc KitKat days to take a step back and spend it however you like. Hit the beach, spend time with your family, pick up that hobby you’ve been meaning to try, or anything in between
Develop and grow. Take a course, attend a lunch and learn, or head to a conference. We love to support you any way we can, so expect Dovetail to be your #1 fan when it comes to achieving your career goals.
Health is wealth. We’ve got you covered for 100% of the premium plans across medical, dental and vision. We also believe that everyone has the right to mental wellness and support. So every Dovetailer has access to Uprise (Employee Assistance Program) for themselves as well as their families.
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