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Scaled Customer Success Specialist

2 months ago

Chicago, Illinois, United States SafeBase Full time

About SafeBase:
SafeBase is a unique start-up that has rapidly expanded to over 500 clients, including renowned names such as LinkedIn, Dropbox, Instacart, GitLab, and OpenAI.

Having secured an 18M Series A funding, our team has grown significantly, reflecting our commitment to innovation and customer satisfaction.

At the heart of our mission lies trust, which empowers us to collaborate effectively, ask challenging questions, and tackle issues as a unified team.

As a fully remote organization, we attract exceptional talent from across the US and Canada, all dedicated to helping our clients foster and sustain trust.


Your Role:

In the position of Customer Success Manager (Scaled) at SafeBase, you will be instrumental in driving successful outcomes for our clients at scale.

As an early contributor to our team, you will have the chance to shape and enhance SafeBase's Customer Success framework, establishing efficient processes to boost client activation and retention.


Key Responsibilities:
  • Facilitate seamless onboarding for clients within a 30-day timeframe.
  • Identify opportunities for automation and scalability throughout the customer journey, particularly in 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.
  • Recognize trends in customer challenges and proactively propose solutions.
  • Engage with clients individually at critical stages of their journey to ensure successful adoption.
  • Collaborate with Account Managers to identify at-risk accounts and surface expansion opportunities.
  • Navigate through uncertainties as we refine our scaled customer success approach.

Qualifications:

We seek candidates who possess the following qualifications:

  • A minimum of 3 years of experience in customer success or account management, particularly with SMB clients and a substantial customer portfolio (100+ accounts).
  • Exceptional listening skills and strong communication abilities, both written and verbal.
  • Proficient in articulating complex ideas clearly and effectively.
  • Comfortable engaging in discussions around product optimization and challenging clients when necessary.
  • Outstanding project management and time management capabilities.
  • A desire for ownership and professional growth within the role.

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

Compensation:

The salary range for this position is $80k - $120k, depending on experience and expertise.


At SafeBase, we celebrate diverse experiences and perspectives, and we encourage candidates who may not meet every qualification to apply. We value resourcefulness and a proactive approach.


Core Values:

  • Customer-First: We prioritize long-term customer relationships and uphold our reputation.
  • Extreme Ownership: We take pride in our work and hold ourselves accountable.
  • Hunger: We strive to achieve more with less, focusing on speed without compromising quality.
  • Win and Fail Together: Our success is built on effective communication, collaboration, and a culture of continuous learning.