Customer Success Manager

2 weeks ago

Denver, United States Next Frontier Capital Full time

In-person in San Luis Obispo, CA, Denver, CO, Nashville, TN, Salt Lake City, UT, or Jackson Hole, WY preferred - open to remote as well. Large equity stake + competitive salary + benefits. 2nd CS hire, will work directly with the VP to build the CS function from ground up. Full-cycle customer success from onboarding, implementation, support, expansion, and retention. Series A stage opportunity in proven, de-risked market. Be a big part of company going from $1M>$10M in ARR over the next two years. Opportunity in proven, de-risked market - founders’ first company in this space acquired for $90M+ by SurveyMonkey. Who We’re Looking For You have knowledge, experience and/or interest in working with and for customer marketing/advocacy teams, product marketers, and content marketers. You are passionate about evangelizing the customer marketing/product marketing space. You are empathetic and highly driven to make customers successful. You understand how customer pain points can help drive product development and business growth. You have excellent project management and communication skills, and are confident juggling many high priority customers. You’re highly adaptable, easily acclimating to a growing startup environment. You have a growth mindset and view setbacks as learning opportunities, not failures. You’re excited to create, shape and improve new processes and workflows. You've built Customer Success/Account Management playbooks or processes in both 1:1 and 1:many motions. You’ve led onboarding, implementation, and renewal conversations with enterprise clients - you understand how to liaise/project manage with both C-levels and entry-level employees alike. We’re looking for an entrepreneurial customer success manager who is self-motivated, hard-working, driven, humble, intellectually curious, comfortable in a growing startup environment, and eager to build lasting relationships with our customers. You’ll be the second customer success hire working for the Head of Customer Experience who has extensive experience in leading customer-facing teams in B2B SaaS. This is a huge opportunity to lead the charge in building relationships, retaining/expanding revenue, and creating advocates with companies like Divvy, GitLab, Coupa, Gong, Sumo Logic, and Vanta. Responsibilities Be the primary point of contact for new customer implementations, including managing various stakeholders, client expectations, scope, and success criteria. Drive onboarding by running training sessions for end users across marketing, sales enablement, and content to ensure they see maximum value out of UserEvidence. Learn the product inside and out to be a trusted advisor to our customers. Drive adoption, retention, and expansion for existing client base. Identify new expansion and cross-sell/upsell opportunities, partner with Sales counterparts to close renewal deals. Proactively identify customers who aren’t maximizing their usage and create action plans to reach success. Find repeatability in processes and build documentation to help scale the CS/AM function. Build self-serve material (help articles, video tutorials) for customers to help drive them towards value. Constantly capture and synthesize product feedback from our customers to surface trends and patterns, make product recommendations to inform product roadmap based on this feedback. Skills and Experience 3-5 years experience in a customer-facing role, ideally in a B2B SaaS startup environment. Experience defining and executing on end-to-end customer success strategies (implementation/kickoff, project management, engaging/reengaging stakeholders, identifying/mitigating churn risk). Strong presentation skills - ability to command a room of C-levels and ICs alike. Strong empathy and ability to connect with others and understand their situation. Intellectual curiosity - you have the ability to create, understand systems, and experiment/tinker to figure out better ways of doing things. Mission & Culture UserEvidence is the only platform purpose-built to unlock customer love at scale. Credibility and noise are huge issues in B2B marketing and sales. We believe companies can sell a lot more when they let their customers do the talking, and show real-life evidence and feedback from their users. While we are a fast-growing tech startup, we want this to be a company that enables a fulfilling and stable lifestyle for our employees. We have a real opportunity to get to $50M/yr+ in recurring revenue within 4-6 years and see a large exit, but we’re going to do so in a smart and sane way, that is financially prudent and ensures that any exit substantially benefits all employees rather than simply founders and investors. We’ve raised from great investors including Afore.vc, Founders Collective, GTMFund, and FirstMile Ventures. We want everyone to have a good work-life balance - there will of course be (a lot of) times where we’re grinding, but we want to enjoy the journey, not only the destination. Remote work and flexibility will be key, and we will also bring together our team in Jackson Hole (or other cool locations) once a year. Our culture is one that prioritizes creativity, honest and open communication, transparency, smart risk-taking, humility, and growth. Our sales & CSM culture is very focused on development. We spend A LOT of time training and developing our reps, and encouraging them to view sales and CSM as a craft, where mastery is attained by investing lots of time and energy in getting better. Sales is a science and art that can be broken down, studied, and harnessed with the right approach and intellectual curiosity. Competitive comp, bonus, and equity plans. Health+Dental+Vision Insurance for you (and any dependents). Incredible training and career growth opportunity. Who we are Evan Huck: Co-Founder and CEO - Co-Founder + CEO. 1st Employee at TechValidate, built sales org to 60+, acquired by SurveyMonkey in 2015. Stanford Grad. Ray Rhodes: Co-Founder and CRO - early TechValidate sales, top enterprise sales lead at Guru (sales enablement/content mgmt). Myles Bradwell: VP of Customer Success - 10+ years of CS experience. Early Outreach leader and most recently built the post sales team at Postal.io. How to Apply Send resume + quick blurb re: your interest to myles@userevidence.com. 30-minute introductory call with Myles to discuss the role, company and share more about your background. 30-minute conversations with Ray and Evan. 1 hour mock customer success exercise so you can get a sense of what your day-to-day looks like. #J-18808-Ljbffr

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