Customer Success Manager Scale
4 days ago
We're a company that's passionate about making great writing accessible to everyone. Our vision is to empower people to create high-quality content with ease, and we're looking for a talented Customer Success Manager to help us achieve this goal.
Job SummaryWe're seeking a highly motivated and experienced Customer Success Manager to join our team. As a Customer Success Manager, you'll be responsible for driving adoption, value, and retention for our customers. You'll work closely with our customers to understand their needs, develop strategies to meet those needs, and ensure they're getting the most out of our product.
Key Responsibilities- Own a book of business of up to 100 customers, driving adoption, value, and retention as your primary measures of success.
- Develop and implement customer onboarding, training, and ongoing nurture programs to ensure customers get the most out of our product.
- Act as a trusted advisor to customers, creating and owning their overall success plan.
- Develop expertise as an advisor on best practices in leveraging AI to scale across an enterprise organization.
- Run product workshops with customers to showcase use cases for generative AI.
- Lead webinars and roundtable discussions to drive adoption and educate customers at scale.
- Create and launch scaled automation playbooks to engage customers at scale.
- Analyze adoption data and usage patterns to gather insights and inform new playbooks.
- Own the full customer renewal process, including forecasting, negotiating, and proposal creation.
- Be accountable for Gross Dollar Retention Rate targets for your customers.
- Work collaboratively with Sales to introduce opportunities for revenue growth, cross-sell, and upsell.
- Collect and share insights to help Product identify scalable and unscalable ways to educate and activate the user base.
- 3+ years of experience in a CSM role in B2B SaaS.
- Experience managing a high-volume book of business and building programs to support customers at scale.
- Demonstrated proficiency in building playbooks and automation in CS tools.
- Experience carrying and regularly exceeding GRR and NRR targets, including full ownership of the Renewal.
- Experience deepening adoption within a team and introducing a product across many teams in an organization.
- Ability to prioritize, multi-task, and perform effectively under pressure.
- Ability to analyze information, make connections, and demonstrate deep-level thinking.
- Ability to collaborate with teams of all sizes while working independently as a self-starter.
- Excellent relationship-building skills and ability to grow and nurture relationships with internal stakeholders.
- Competitive salary and benefits package.
- Opportunity to work with a cutting-edge product and make a meaningful impact.
- Collaborative and dynamic work environment.
- Professional development opportunities.
We're an equal opportunity employer and are committed to diversity. We don't make hiring or employment decisions based on race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state, or federal law.
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