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Scaled Customer Success Specialist

2 months ago

Chicago, Illinois, United States SafeBase Full time

About SafeBase:
SafeBase is not your typical startup. In just a few years, we have expanded to over 500 clients, including industry leaders like LinkedIn, Dropbox, Instacart, GitLab, and OpenAI.

We successfully secured an 18M Series A funding round, and our team has grown significantly since then, reflecting our commitment to excellence and innovation.

At the heart of our mission lies trust, which empowers us to collaborate effectively, tackle challenges head-on, and foster a unified team environment.

We are a fully remote organization, attracting top talent from across the US and Canada. Our focus is on helping our clients build and sustain trust in their operations.


Your Role:

As a Customer Success Manager (Scaled) at SafeBase, you will be instrumental in driving successful outcomes for our clients at scale.

As an early team member, you will have the unique opportunity to shape and enhance SafeBase's Customer Success framework and establish effective strategies for customer activation and retention.


Key Responsibilities:
  • Facilitate seamless onboarding for clients within a 30-day timeframe.
  • Identify opportunities for automation and scalability in customer interactions, particularly during the onboarding phase.
  • Serve as a trusted advisor, offering strategic insights on maximizing the impact of our product.
  • Conduct and lead training sessions and workshops for multiple participants.
  • Analyze customer feedback to identify common challenges and proactively propose solutions.
  • Engage with clients individually at critical stages of their journey to ensure successful adoption and outcomes.
  • Collaborate with Account Managers to identify at-risk accounts, share customer insights, and highlight opportunities for expansion.
  • Navigate through uncertainties as we continue to refine our scaled customer success initiatives.

Qualifications:

We seek candidates who possess the following qualifications:

  • A minimum of 3 years of experience in customer success or account management, especially with SMB clients and a substantial customer portfolio (100+ accounts).
  • Exceptional listening skills and outstanding communication abilities, both written and verbal.
  • Strong presentation skills, capable of conveying complex ideas clearly.
  • Comfortable engaging in challenging discussions with clients to drive product optimization.
  • Excellent project management and time management capabilities.
  • A strong desire for ownership and professional growth within the role.

Preferred Qualifications:
  • Experience in a high-growth SaaS startup environment.
  • Familiarity with popular customer success and support tools.
  • Proficiency in tools such as Slack, Chili Piper, CRM systems, and Notion.
  • A background in security is advantageous but not mandatory.

Compensation:

Salary range is $80k - $120k, depending on experience and expertise.


At SafeBase, we value diverse experiences and perspectives. If this role resonates with you, we encourage you to consider applying, even if you don't meet every qualification.


Core Values:
Customer-First: We prioritize long-term relationships with our clients and uphold our reputation above immediate gains.
Extreme Ownership: We take pride in our work quality and the company's success, acting with accountability.
Hunger: We strive to achieve more with less, focusing on essential tasks without compromising quality.
Win and Fail Together: Our collective success depends on effective communication, collaboration, and a culture of continuous learning.