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Customer Success Strategist

2 months ago

San Francisco, California, United States Recruiting from Scratch Full time
About the Role

Recruiting from Scratch is a talent firm that focuses on placing the best candidate for our clients. Our team is 100% remote and we work with teams across North America, South America, and Europe to help them hire.

Job Summary

We are seeking a highly skilled and experienced Customer Success Manager to join our team. As a Customer Success Manager, you will play a critical role in defining our GTM decisions, including onboarding processes, technical issue resolution, customer adoption and satisfaction, and translating customer feedback and bugs to the product and engineering teams.

Key Responsibilities
  • Own and run all customer onboarding processes, ensuring a seamless and successful experience for our clients.
  • Build relationships with current customers and promote usage and product adoption, driving customer expansion, upsell, and retention.
  • Diagnose and troubleshoot technical issues and bugs that arise, working closely with the product and engineering team to resolve customer issues and bugs.
  • Perform bi-weekly check-ins with all customers to solicit feedback, answer questions, and support product usage, aggregating customer feature requests and product feedback and translating into prioritized product requirements.
  • Partner with Sales to narrow and refine ICP and help inform the overall sales process, driving customer adoption and success within enterprise SaaS, ideally in the GTM (marketing, sales) space.
  • Develop and maintain a deep understanding of customer needs and preferences, using data-driven insights to inform business decisions and drive growth.
Requirements
  • 2-6 years of experience in Enterprise CSM/AM or marketing experience, with a proven track record of driving customer adoption and success within enterprise SaaS.
  • Proactive, self-starter with grit and a deep level of customer empathy and patience, comfortable with technical concepts and working with product/engineering teams.
  • Strong understanding of Customer Success best practices, methodologies, and tools, with a data-driven mindset and attention to detail and documentation.
What We Offer

We offer a competitive salary range of $90,000 - $140,000, plus equity and benefits. If you are a motivated and experienced Customer Success Manager looking for a new challenge, please apply today.