The Opportunity

As our Customer Success Manager at UserTesting, you are responsible for creating and maintaining successful partnerships with some of our largest customers and ensuring they realise maximum value from our platform and services. CSMs at UserTesting are trusted business partners that help solve customers' business challenges through success planning and engagement, aligning and demonstrating the value of UT solution against our customers' initiatives to deliver positive business outcomes. This is accomplished through high-touch engagements, regular executive-level business reviews, and scaled communication programs. In this role, a Customer Success Manager also serve as the voice of the customer within the organisation by sharing insights with cross-functional teams to inform the business of customer needs.

• Serve as a trusted advisor to our largest customers by providing product enablement, recommendations, and best practices on how UserTesting can address customer business goals, needs, and pain points.
• Focus on increasing usage of UserTesting solutions by providing prescriptive guidance and recommending use cases. 
• Manage the end-to-end customer experience from platform adoption to engagement to retention and serve as the voice of the customer within the organization.
• Partner closely with sales to manage account strategy and relationships and with renewal managers to ensure retention and uncover growth. 
• Implement tailored strategies to ensure our product is deployed, adopted, and utilized in a way that meets your customer’s objectives and is effective within their organization.
• Develop, lead, and deliver effective presentations and Business Reviews.
• Effectively share industry trends, marketing resources, and relevant case studies within your account portfolio.
• Identify customer’s business goals and initiatives, and uncover unmet needs and challenges.
• In partnership with your customers, develop and define success criteria and planning to ensure the UserTesting solution aligns to and delivers against customer goals & initiatives

What we are looking for

• Deep experience in Customer Success or Account Management role in the customer experience space
• Experience with SaaS (UX Research, Analytics, Data Visualization preferred) in a customer-facing role across B2B accounts.
• A firm understanding of User Experience (UX) and Customer Experience (CX) principles.
• A track record of successfully managing projects and programs, setting priorities, and staying organised while managing a diverse book of business.
• Proven experience leading cross-functional initiatives with customers that drove success, including significantly increasing adoption, producing referenceable customers, turning senior stakeholders into champions, and driving account growth.
• Ability to work cross-functionally in a high-growth environment with attention to detail and a positive attitude.

Don’t meet every single requirement but excited about the role? We encourage you to apply! Research show us that certain demographics are less likely to apply unless they meet 100% of the requirements, but you may be just the right candidate for this or other roles. We know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

Perks and Benefits 

• Private Medical, Dental and Vision
• Health Savings Account
• Pre-Tax Benefit Accounts (FSA)
• Commuter Benefits - transit and parking 
• Flexible Time off 
• Basic Life insurance, Short-Term Disability and Long-Term Disability insurance
• 401(k) Retirement Plan 
• Professional Development Stipend
• Remote Equipment Expense Reimbursement
• Mental Wellness Employee Assistance Program
• Monthly wellness and telecommunications reimbursements
• Paid quarterly volunteering days and Charity donation matching
• Perks at Work discount scheme
• Pet Insurance reimbursement 
• Employee Referral Program
• Employee-led groups to help foster a more inclusive employee experience and build a culture of belonging at UserTesting. Read morehere! 

Let’s face it, a company whose mission is human transformation better have some fresh thinking about the employer/employee relationship.

We do. We can’t cram it all in here, but you’ll start noticing it from the first interview.

Even our candidate experience is different. And when you get an offer from us (and accept it), you get way more than a paycheck. You get a personal BetterUp Coach, a development plan, a trained and coached manager, the most amazing team you’ve ever met (yes, each with their own personal BetterUp Coach), and most importantly, work that matters.

This makes for a remarkably focused and fulfilling work experience. Frankly, it’s not for everyone. But for people with fire in their belly, it’s a game-changing, career-defining, soul-lifting move.

Join us and we promise you the most intense and fulfilling years of your career, doing life-changing work in a fun, inventive, soulful culture.

If that sounds exciting—and the job description below feels like a fit—we really should start talking. 

The Enterprise Customer Success Manager role contributes to the mission of BetterUp by ensuring that our customers and members receive the full value out of the BetterUp platform and experience. The role supports our distribution strategy by driving customer value, increasing the measurable and perceived value that customers receive from the BetterUp platform. Our Customer Success Managers (CSMs) are our clients’ key strategists, consultants, and growth planners. CSMs partner with the Account Management and Implementation teams to drive adoption and deliver on value, which creates strong business cases for renewals and expansions. Core skills to be successful in this role include, but are not limited to; leadership skills, client service orientation, strategic consulting, project management, relationship mastery, problem-solving, and storytelling.

What you’ll do:

• Relationship Building: Build rapport and expand customer/executive sponsorship, creating new champions while also fostering relationships with existing champions.
• Prospection & Coordination: In this role, the CSM is a champion of identifying customer needs and aligning the appropriate internal BetterUp resources to support.
• Account Health: Be a true champion of account health, taking action on early warning signals; escalates to leadership appropriately. Ensures best-in-class program engagement across all programs regardless of size, teeing Account Managers up for expansions ahead of the renewal period. 
• Value Delivery: Maximize insights and value by understanding the customer’s strategy and challenges.  Lead the creation of thoughtful, value-based business recommendations that help customers maximize value and deliver on their desired outcomes.  Make internal recommendations on customizations or ways to serve globally while balancing ROI, scale, and time to market. 
• Strategic Partner: Drive problem-solving and risk mitigation strategies, engaging cross-functional partners to get results. 
• Program Management: Externally manage relationships with program sponsors and day-to-day partners, while internally teaming with Account Managers to increase the breadth and depth of relationships. Become a true advocate of your customer’s best interest internally at BetterUp as well as with the customer’s of BetterUp.
• Internal Partnerships: Contribute to the evolution of our product & product functionality, product marketing, and internal and customer best practices.  Quarterback customer-centric projects or customizations as required.
• Ability to travel for up to 10% of the time.

If you have some or all of the following, please apply:

• Previous experience building deep relationships with customers, stakeholders, and client teams. Must have previously served as the main point of contact for customers. 
• Strong experience keeping customers’ expectations grounded in reality, and pushing back while maintaining a positive relationship. Must be able to be prescriptive, consultative, and credible. 
• Project management experience and/or experience managing multiple projects with multiple stakeholders at once.
• Must have demonstrated ability to build industry or company-specific knowledge and business acumen and engage with senior leadership of large organizations.
• Strong experience inspiring customers to do something different. Should have experience consulting or managing customers in a solution that required behavior change of end-users. 
• Experience in the HCM SaaS space or Talent disciplines is highly valued, though not required.

Benefits:

At BetterUp, we are committed to living out our mission every day and that starts with providing benefits that allow our employees to care for themselves, support their families, and give back to their community. 

• Access to BetterUp coaching; one for you and one for a friend or family member 
• A competitive compensation plan with opportunity for advancement
• Medical, dental and vision insurance
• Flexible paid time off
• Per year: 
• All federal/statutory holidays observed
• 4 BetterUp Inner Work days (https://www.betterup.co/inner-work)
• 5 Volunteer Days to give back
• Learning and Development stipend
• Company wide Summer & Winter breaks 
• Year-round charitable contribution of your choice on behalf of BetterUp
• 401(k) self contribution

We are dedicated to building diverse teams that fuel an authentic workplace and sense of belonging for each and every employee. We know applying for a job can be intimidating, please don’t hesitate to reach out — we encourage everyone interested in joining us to apply.

BetterUp Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, disability, genetics, gender, sexual orientation, age, marital status, veteran status. In addition to federal law requirements, BetterUp Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

At BetterUp, we compensate our employees fairly for their work. Base salary is determined by job-related experience, education/training, residence location, as well as market indicators. The range below is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits. This range may be modified in the future.

The base salary range for this role is $91,000 – $152,000.

If you live in New York, the base salary range for this role is: 
$102,000 – $152,000: New York City
$97,000 – $145,000: Nassau, Newburgh
$91,000 – $137,000: Albany, Buffalo, Rochester, Syracuse

We value your privacy. Your personal data will be processed in accordance with ourPrivacy Policy. If you have any questions about the privacy of your personal data or your rights with regards to your personal data, please reach out to support@betterup.co

#LI-Remote

As our Customer Success Manager, you will be critical in ensuring our customers are successful! You will own our rapidly growing customer base and help build our customer success processes. You will play a vital role in the customer journey as the customer's main advocate and advisor, influencing product roadmap, company priorities as well as customer's account admins, end users, and decision makers.

✨ Your Role

• Onboard, Educate & Support: Refine a strong onboarding experience, with continuous opportunities for education and support
• Face of Lumos: Develop a trusted advisor relationships with your customers, key stakeholders and executive sponsors to build loyalty
• Customer Success Playbook: Execute the customer success playbook and processes that enable customers to work more efficiently whilst supporting Lumos in meeting adoption and engagement goals
• Data-Driven Success: Work closely with business + engineering to monitor and own customer health metrics, using them to proactively identify the most high-potential areas to support customers
• Voice of the Customer: Influence the Lumos product roadmap by sharing customer insights with the team and closely working with product & design to drive adoption and engagement.
• Understands how technology drives business: Is comfortable discussing with customers how to drive business outcomes using technology from a portfolio view of a customers tech stack to how leveraging webhooks to validate users helps achieve goals
• Successful Renewals: Ensure every customer sees the ROI on their investment and is ready to renew at the end of their terms

????Pay Range

$130,000 - $145,000.  Note that this range is a good faith estimate of likely pay for this role; upon hire, the pay may differ due to skill and/or level of experience.

???? What We Value

We purposefully did not create a standard list of minimum qualifications because we care much more about your motivation and ability to help us accelerate technical progress than we care just about your CV. Instead of focusing on what people need to have, we focus on what people need to do. Additionally, we try to find out whether you would be a good fit for Lumos based on our values that define how we achieve outcomes and what characteristics we value.

As a Senior Customer Success Manager you will work with our largest, high growth customers to ensure they are successful and gain maximum value out of Postscript’s product offering. You will do this by immersing yourself in the customers’ business, deeply understanding their goals, and ultimately building strong customer relationships. You’ll develop creative marketing strategies and share valued best practices. Further, you will work closely with the Customer Success management team to share customer insights and ensure that Postscript continually improves in order to best serve your customer base. 

All positions at Postscript are fully remote.

Primary duties

• Build strong relationships and brand loyalty with our customers in general. Develop excellent advisory relationships with your assigned group of customers and ensure their continued growth with Postscript in line with performance targets
• Work alongside our Customer Account Team to increase account growth through renewals and upsell opportunities
• Continually expand your expert knowledge of your customer’s marketing, technology and general business needs
• Run best-in-class marketing strategy sessions with your customers. Share best practices, strategize on new marketing strategies, and develop innovative, creative marketing ideas for SMS
• Develop and implement compelling ways to connect with customers and fuel their growth. Actively track, support, and guide customers’s marketing efforts
• Triage technical issues with the customer and the Postscript support team
• Maintain an expert level understanding of the Postscript product, along with larger e-commerce & marketing knowledge

What We’ll Love About You

• 4+ years of customer management experience, in SaaS marketing or ecommerce technology 
• 1+ years of experience in a sales role, including Account Management, preferred
• Experience with technical products and/or demonstrated technical aptitude
• Demonstrated an advanced understanding of e-commerce businesses, including emerging marketing trends and e-commerce trends. Ecommerce experience strongly preferred
• Passion for helping customers and being a teacher 
• Ability to strike the right ongoing balance between being a detail- & process oriented-person, while also being a people-person
• Proactive problem solver. High reliability and outstanding follow-through
• Comfort with ambiguity, and not afraid to fail or make mistakes. Early stage experience strongly preferred
• Ability to make any customer smile and deliver a great experience
• Receptive to feedback and quick to iterate 
• Remote work experience desired

What You’ll Love About Us

• Salary range of USD $99,000 to $112,000 base plus variable compensation and significant equity regardless of location
• High growth startup - plenty of room for you to directly impact the company and grow your career!
• Fully remote culture - work from home (or wherever!)
• Fun - We’re passionate and enjoy what we do
• Competitive compensation and opportunity for equity
• Flexible paid time off
• Health, dental, vision insurance

For information about how we use your personal data, please see our U.S. Job Applicant Privacy Notice

About the Role:

RollWorks, the B2B division of NextRoll, Inc., is looking for a passionate customer success leader to develop an impactful team of 5 - 8 Customer Success Managers who are responsible for a critical aspect of our growth and retention. Reporting to Sr. Manager of Customer Success, you will be instrumental in the continuous evolution and development of our customer team’s strategy and ultimately the success of our customers.

As the Manager of Customer Success, you will bring intuition for business, project-management style organization, and a strong passion for empathetic coaching and development of team members. You will contribute to organizational initiatives, take a lead in role-specific enablement, and collaborate cross-functionally to advocate on behalf of the customer base of your team. This role may work with a small selection of customers on a rolling basis that are of critical importance to RollWorks. This is not expected to exceed 5 customers on a long-term basis. You will operate with momentum in a “scaling environment” where change is accepted for the opportunities it represents with the ability to stay agile aligned to key objectives. 

Unsure that you check all the boxes? You should still apply! We’ll review your application for other opportunities. We're always on the lookout for talented people and we're committed to developing each employee's career with over 1,800 training classes offered every year.

The impact you’ll make:

• Manage a team of 5-8 customer success managers who will own accounts to drive an 80+% renewal rate and 100%+ Net Revenue Retention, and expand SaaS within our contracted base, while also driving media growth and retention.
• Coaching, mentoring and developing individual team members to apply their strengths and cultivate career progression.
• Maintain a strong performance culture and champion a great team spirit that upholds NextRoll’s values.
• Partner with our cross functional teams to deliver appropriate support to our customers to aid our business goals.
• Identify and implement processes that focus on growing product adoption and customer usage of our platform QoQ as well as helping our customers integrate with key partners as the RollWorks ecosystem continues to grow.
• Support additional revenue from our existing customer base in addition to increasing our SaaS revenue per customer through upgrade and expansion initiatives.

Skills you’ll bring:

• 5+ years experience working directly with customers within a Customer Success function, and at least 1 year as a people manager.
• Ideal candidate has experience managing customer-facing team members in a dual-function or dedicated role.
• Strong mentoring, coaching, and people management skills with a record of leading successful teams.
• Strong analytical skills, turning data into actionable insights, recommendation, and conclusions.
• Understands how to effectively prioritize initiatives and delegate work, but also comfortable rolling up your sleeves to get things done.
• Ability to create structure in ambiguous situations and design effective processes.
• Desire to build more equitable, inclusive and diverse workplaces.

Benefits and perks:

• Competitive salary and equity
• 100% employee coverage for medical, dental and vision premiums
• Short and long term disability benefits at no cost to the employee
• Basic life and AD&D insurance at no cost to the employee
• 401K Plan (Pre-tax and Roth)
• 4 weeks of paid time off and work/life balance
• Up to 12 weeks of paid family leave (care for a family member, bond with a new child, etc.)
• Up to 6 weeks of paid disability leave (up to 12 weeks for pregnancy disability leave)
• Join a community of fellow Rollers as a member of one of our Employee Resource Groups 
• Ample opportunities to volunteer with local organizations with NextRoll Gives Back
• For additional benefits not mentioned, visit our Careers page

Additional Information:

Minimum salary of $96,900 to maximum salary of $140,700 + commission + equity + benefits. Up to 25% commission will be paid quarterly based on achievement of sales targets.

The range provided is NextRoll’s reasonable estimate of the base compensation for this role. The actual amount will be based on job-related and non-discriminatory factors such as location, experience, training, skills, and abilities. Consult with your Recruiter during the initial call to determine a more targeted range based on these job-related factors.

About RollWorks:

RollWorks, a division of NextRoll, offers ambitious B2B companies an account-based platform to align their marketing and sales teams and confidently grow revenue. Powered by proprietary data and machine learning, RollWorks’ solutions address the needs of organizations large and small—from those with best-in-class ABM programs to those just beginning their exploration. RollWorks empowers teams to identify their target accounts and key buyers, reach those accounts across multiple channels, and measure program effectiveness in their system-of-record. Learn more at www.rollworks.com.

We are committed to building diverse teams of “Rollers” and are proud to be an equal opportunity employer. Learn more about our DEI impact via our DEI Annual Report on our Culture page. All applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, citizenship, genetics, disability, age, veteran status or other characteristics. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To request reasonable accommodation, contact candidateacommodations@nextroll.com. 

The Opportunity

As a Customer Success Manager at UserTesting, you are responsible for creating and maintaining successful partnerships with one of our largest customers and ensuring they realize maximum value from our platform and services. CSMs at UserTesting are trusted business partners that help solve customers' business challenges through success planning and engagement, aligning and demonstrating the value of UT solution against our customers' initiatives to deliver positive business outcomes. This is accomplished through high-touch engagements, regular executive-level business reviews, and scaled communication programs. In this role, a Customer Success Manager also serve as the voice of the customer within the organization by sharing insights with cross-functional teams to inform the business of customer needs.

• Serve as a trusted advisor to our largest customers by providing product enablement, recommendations, and best practices on how UserTesting can address customer business goals, needs, and pain points.
• Focus on increasing usage of UserTesting solutions by providing prescriptive guidance and recommending use cases. 
• Manage the end-to-end customer experience from platform adoption to engagement to retention and serve as the voice of the customer within the organization.
• Partner closely with sales to manage account strategy and relationships and with renewal managers to ensure retention and uncover growth. 
• Implement tailored strategies to ensure our product is deployed, adopted, and utilized in a way that meets your customer’s objectives and is effective within their organization.
• Develop, lead, and deliver effective presentations and Business Reviews.
• Effectively share industry trends, marketing resources, and relevant case studies within your account portfolio.
• Identify customer’s business goals and initiatives, and uncover unmet needs and challenges.
• In partnership with your customers, develop and define success criteria and planning to ensure the UserTesting solution aligns to and delivers against customer goals & initiatives

What we are looking for

• Experience in Customer Success, Account Management, or Solutions Consulting role in the customer experience space. 
• Deep experience within customer success and/or account management.
• Experience with SaaS (UX Research, Analytics, Data Visualization preferred) in a customer-facing role across B2B accounts.
• A firm understanding of User Experience (UX) and Customer Experience (CX) principles.
• A track record of successfully managing projects and programs, setting priorities, and staying organised while managing a diverse book of business.
• Proven experience leading cross-functional initiatives with customers that drove success, including significantly increasing adoption, producing referenceable customers, turning senior stakeholders into champions, and driving account growth.
• Ability to work cross-functionally in a high-growth environment with attention to detail and a positive attitude.
• Individuals living in the west coast (Seattle, WA is highly preferred). 

Don’t meet every single requirement but excited about the role? We encourage you to apply! Research show us that certain demographics are less likely to apply unless they meet 100% of the requirements, but you may be just the right candidate for this or other roles. We know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

Perks and Benefits 

• Private Medical, Dental and Vision
• Health Savings Account
• Pre-Tax Benefit Accounts (FSA)
• Commuter Benefits - transit and parking 
• Flexible Time off 
• Basic Life insurance, Short-Term Disability and Long-Term Disability insurance
• 401(k) Retirement Plan 
• Professional Development Stipend
• Remote Equipment Expense Reimbursement
• Mental Wellness Employee Assistance Program
• Monthly wellness and telecommunications reimbursements
• Paid quarterly volunteering days and Charity donation matching
• Perks at Work discount scheme
• Pet Insurance reimbursement 
• Employee Referral Program
• Employee-led groups to help foster a more inclusive employee experience and build a culture of belonging at UserTesting. Read morehere! 

The Role: 

• As a member of our Enterprise Customer Success team, you’ll have the opportunity to directly influence how administrators engage with Newsela. 
• You’ll monitor the health of your portfolio and every step of the client life cycle, while working closely with our internal teams to ensure clients are engaging with and getting the most out of Newsela’s solutions.
• You will also manage customers as they go through the Newsela Customer Journey, and will ensure they have the necessary support and resources at each step in the process to create an exceptional experience from the pre-sale team introduction throughout the full lifecycle.
• Your work will directly impact the expansion and adoption of Newsela products in K-12 classrooms nationwide, and will ultimately help bring engaging, culturally responsive learning content to students and teachers.
• You will partner closely with members of our Sales, Marketing, and Support teams.

Why you’ll love this role:

• You will manage 20 to 25 enterprise accounts – some of the largest district accounts in the country.
• You’ll leverage data, our tech stack (including Gainsight and Salesforce/SFDC), and customer insights to drive company results in product adoption, renewal, and expansion.
• You’ll also have the opportunity to leverage frameworks for your work while still maintaining autonomy and discretion to personalize your approach to partnership with each district based on their goals and needs.
• You'll drive successful business reviews with clients and manage an assigned portfolio of clients and related OKRs.
• You will own client success planning for your accounts; you'll ask discovery questions, employ active listening skills, and synthesize client goals for successful renewal.
• You will have a direct impact on the expansion and adoption of Newsela products, which will ultimately scale Newsela’s ability to bring engaging, culturally responsive learning content to K-12 classrooms nationwide.

Why you’re a great fit: 

• You have 3+ years of enterprise level CSM experience in Educational Technology.
• You have a demonstrated history of hitting and exceeding company OKRs (may include renewal, health scores, product adoptions OKRs, etc).
• You have a history of driving customer retention and forecasting accurately.
• You proactively manage a portfolio of clients and build a strategic plan to maximize results.
• You monitor account health to identify areas of risk and opportunity, and leverage data and insights to drive product and partnership action. 
• You quickly become a product expert, understanding the nuances of your company’s products and acutely aligning them to solve for customer pain points
• You are able to leverage your experience in client success planning, and are able to ask discovery questions, actively listen, and synthesize client goals, to effectively uncover hidden needs and get to the root of the problem.
• You have a proven history of partnering with the Sales team to achieve revenue goals, and are able to work across teams to galvanize support and ensure clients have the resources they need to get the most out of their partnership.
• While not required, a background in education and/or Gainsight and Salesforce (SFDC) experience is a plus. 

Compensation:

• Base salary: $85,000 - $88,000
• On-Target Commission:$27,500
• Total OTE (On-Target Earnings):$112,500 - $115,500

Total compensation for this role also includes incentive stock options and benefits. 

About Newsela:

Newsela takes authentic, real world content from trusted sources and makes it instruction ready for K-12 classrooms. Each text is published at five reading levels, so content is accessible to every learner. Today, over 3.3 million teachers and 40 million students have registered with Newsela for content that's personalized to student interests, accessible to everyone, aligned to instructional standards, and attached to activities and reporting that hold teachers accountable for instruction and students accountable for their work. With over 15,000 texts on our platform and multiple new texts published every day across 20+ genres, Newsela enables educators to go deep on any subject they choose.

Why you’ll love working at Newsela:

• Health & Wellness:Access to the world’s leading medical experts for healthcare (pets included!). Discounts and resources to stay healthy: mind, body, and soul.
• Work From Home:Almost all of our roles are fully remote - tech stipend included!
• Supporting ALL Families: Supplemental programs and time off to take care of your family and yourself.
• Time Off:Flexible PTO to recharge, including Sabbatical Leave
• Inclusive Experiences:Robust DEIB curriculum, Identity & Experience Groups (Affinity Groups + Employee Resource Group), Authentic & Transparent conversations with Executive Leadership Teams, and integration of DEIB lens across Talent lifecycle processes.
• Professional Development:Holistic Learning & Development Programs that enable meaningful & inclusive experiences, programs that build future-focused competencies, cohort & community learning sessions that foster a sense of belonging, and individual development plans aligned with your personal and professional aspirations to turn goals into reality.
• Make A Difference:No matter your role or department, the work you do each day helps share the future of education and improves the lives of students and teachers.

Disclaimer: Please be aware of recruitment phishing scams affecting Newsela and other employers. Newsela does not use third party services for full time hires. Our recruiting emails will come from an @newsela.com email address. You can reach out to jobs@newsela.com if you have concerns about the legitimacy of an email sent by or on behalf of Newsela’s talent acquisition team. Newsela will never ask for financial or banking information from candidates, nor will you be asked for any type of payment as part of consideration for employment with Newsela.

We are looking for the most talented individuals that are energized by working in fast-paced and international environments. Our team is passionate, dedicated and highly motivated to tackle the daily challenges of a SaaS scale-up. We constantly improve our processes to support our team and business to grow at a fast pace in a sustainable manner.

As a Junior Customer Success Manager, you will own and manage a portfolio of customers and be responsible for their overall success.

Your Responsibilities

• Be the voice of your customers.
• Manage a portfolio of accounts post implementation, being their dedicated Success Manager, focusing on growing adoption, ensuring retention, expansion and satisfaction
• Partner with customers to understand their strategic goals, priorities, and desired business outcomes. Work with them to build and execute on a success plan and key performance indicators.
• Provide coaching and best practices to improve the adoption of Beekeeper and expand usage into new use cases
• Interact and engage with customers on all levels (incl. VPs and Directors) and different personas (Comms, HR, IT, Operations, Frontline)
• Work closely with your Account Manager counterpart to develop a joint success plan for your customers and identify expansion opportunities within your customer portfolio
• Drive accountability for deliverables internally and among customer teams to create a sense of ownership and get things done.
• Collaborate cross-functionally with Sales, Product, Engineering, Marketing, and Operations to address your customers’ needs. 
• Contribute continuously to the overall improvement of internal processes

What we look for in you

• 2+ years of work experience and ideally with some B2B experience working in Customer Success, Consulting, Project Management or Account Management in a Software as a Service context (SaaS). 
• Fluency in written and spoken French and German is a must.
• Outstanding written and verbal communication and in-person presentation skills
• Solution oriented mindset, highly-organized, and possessing a structured approach to resolving complex issues
• Ability to explain complex concepts clearly and translate data into insights
• Drive results by being customer-centric and frontline first, taking initiative and having a hands-on mentality
• Positive and constructive attitude, passionate about customer success and energized by helping others
• Strong relationship-building skills, consulting skills and technical curiosity
• Ability to manage a customer portfolio and effectively prioritize your time based on customer needs, business goals and opportunities
• Ability to handle difficult customer situations and set expectations

Bonus Points

• Some experience in change- and project management
• Experience with discovery and questioning techniques
• Technical understanding of SaaS landscape
• Basic technical understanding of integrations / APIs
• Experience in conducting in-person or online workshops

What we offer

• A competitive salary.
• A great career trajectory.
• An amazing team with 20+ nationalities
• Eager to learn?! We have a Personal Learning & Development Budget to help you develop all the skills you need to succeed. 
• Phone & Home Internet reimbursement every month. 
• 25 days of annual leave and 2 Mental Health Days, which brings you to 27 paid holidays per year.
• Laptop for work purposes.
• Budget for setting up your Home-Office. 
• Sabbatical Program – 1 month paid leave at 3, 5, 10 year tenure.
• Pension scheme plan with 3 options to choose from
• Maternity leave 16 weeks full pay
• Paternity leave 4 weeks full pay
• Oh and don’t forget about our Beekeeper Stock options!

Who we are

Beekeeper believes in the potential of every single employee. That’s why we’ve built the essential platform for frontline workers. We help organisations digitally enable their frontline, to boost productivity, quality and safety, and be more agile.

At Beekeeper, we celebrate diversity! All qualified applications will receive consideration for employment regardless of race, colour, ancestry, religion, nationality, sexual orientation, age, citizenship, marital status, disability or gender identity. We are committed to ensuring a smooth application process for all candidates. If you require accommodations due to a disability, please reach out to jobs@beekeeper.io, and our team will be more than happy to assist you. 

Please know that you are not required to share your nationality, age or a picture of you on the CV! We are looking forward to your application ????!

OVERVIEW

As we continue our fast growth, we are looking to add to our Enterprise Solutions team. We are hiring an Enterprise Customer Success Manager, specializing in Caper carts, to help support and grow Caper rollouts. In this role, you will have responsibilities including, but not limited to, providing proactive and strategic guidance on optimal usage of Caper offerings, serving as the internal voice of the retailer, cross-functional internal coordination of retailer requests/initiatives, and assisting with the development of the customer success processes, metrics and engagement strategies throughout the customer lifecycle.

ABOUT THE JOB

• Develop and lead the pilot and scaling strategy for a portfolio of retail partners leveraging Caper technologies
• Collaborate with Business Development, Enterprise Solutions and Product teams to execute on and help create playbooks, data points, tools and resources to educate and encourage the piloting and scaling of Caper usage on the platform 
• Be a subject matter expert of Caper’s in-store experience and how it interact with and augment Instacart’s other enterprise offerings, and provide consultative services to internal and external audiences to educate on best practices and tactics for optimal success on the platform
• Help develop partner-facing collateral and lead presentations to external audiences to evangelize Caper offering, including demonstrations of the suite of enterprise products and services
• Establish a deep understanding of Instacart's business operations, including internal processes, functional group strategies, and competitive landscape context
• Engage, educate, collaborate, and problem solve with internal and external partners at all levels of the organization

YOUR DAY TO DAY

Strategic Planning

• For each retailer in your portfolio, develop a deep understanding of their business goals, strategies, and initiatives, and advise on how Instacart’s Caper offerings play a role in those initiatives
• Evangelize the Caper value proposition
• Build and maintain strong relationships across multiple internal and external client stakeholders 
• Manage senior level (VP/Director) client relationships in partnership with the Account Management team

Analytical Support

• Develop, advise and monitor retailer metrics and KPIs, leveraging these insights to drive business results and to understand how our Caper products are performing for retailers

Product Knowledge

• Become a subject matter expert (SME) on our retailer-facing suite of products and be proactive in how clients can leverage it to grow their business
• Provide expert consultation to clients leveraging your knowledge of the Enterprise solution set including:
• Development of the onboarding/training process for Enterprise retailers joining our platform
• Development of collateral and training materials to support education of new quarterly feature releases

ABOUT THE TEAM

Caper builds smart shopping carts powered by deep learning and computer vision to enable a seamless grab-and-go retail experience. Caper’s unique technology is a plug-and-play solution that does not require retail store renovation, operational overhaul, heavy computing, and endless image labeling & training. Retailers simply purchase smart shopping carts and the entire store is upgraded with cashierless capabilities!

Caper is one of the fastest-growing retail automation technology products in the market, costs less than 1% of our competition’s infrastructure and is already widely adopted in the marketplace.  Our cross-functional team solves challenging problems in ways that our customers love.  

ABOUT YOU

• 5+ years previous Customer Success or other relevant experience
• Prior experience should focus on enterprise and / or SaaS
• Strong project/program management skills 
• Technical acumen to allow effective articulation of Instacart’s Enterprise capabilities & offerings highly preferred
• Experience working with hardware highly preferred
• Experience with grocery, operations, or logistics highly preferred
• Excellent communication skills with the ability to distill complex issues
• Comfort with large data sets and ability to extract business insights from analysis 
• Comfort with ambiguity and a rapidly evolving business landscape
• Solid stakeholder management skills, both for internal and external stakeholders
• Quick communication response times
• Ability to manage across functions and present to leadership
• Creative problem-solver
• Positive, energetic, and influential relationship builder

Customer Success Manager

????UK (Remote or Hybrid)

????£-Competitive

Our Perks

❤️ Monthly Health & Wellness budget, increasing with length of service

???? Annual Learning and Development budget

????????‍♂️ Flexible working in a choice first environment - we trust the way you want to work

???? WFH Equipment (let us know what you need and we’ll get it for you!)

???? 25 Holiday Days + your local bank holidays, plus an extra day for every year of service

???? Your birthday off

???? Paid sick leave

???? Enhanced Family Leave

⚕️ Optional healthcare plan

???? The ability to share in the company’s success through options

???? Perks including discounts on cinema tickets, utilities and more

???? Annual Chattermill summits plus regular socials throughout the year

???? If you’re in London, a dog friendly office with great classes, events, and a rooftop terrace

????‍♀️ The Role

At Chattermill, we build a platform that helps customer-centric brands like Uber, Amazon, Wise, JustEat, Booking, HelloFresh etc. to continuously delight their customers by staying ahead of millions of feedback data they are getting across a number of channels - from surveys, reviews, social media, support conversations, etc.

We are leveraging the latest NLP and LLMs tech to make sense of what their customers are saying - and combine it with analytics and visualisation to deliver proactive, context-rich insights on what to do.

We are looking for a talented and enthusiastic Customer Success Manager to join our team, dedicated to ensuring our clients are getting the most out of the Chattermill platform, maintaining their satisfaction and ongoing support. As a member of our Customer Success team, you'll collaborate closely with the wider revenue team and technical departments. 

???? What you’ll do as an Customer Success Manager:

• Discover upgrade opportunities within our enterprise key accounts, in addition to building and implementing strategies to close these opportunities.
• Use the capabilities of the Chattermill platform to identify insights for our key accounts on a proactive basis. You will have access to some of the most comprehensive customer feedback datasets in the world supported by cutting edge Deep Learning for the analysis of this data. The opportunity to find insights which have significant impact on our clients businesses is huge.  
• Build deep customer relationships “high and wide” (operational through executive, across all the relevant functions).
• Become an expert in the use of the Chattermill technology and what it makes possible for our partners.

???? What you’ll need:

• Experience working with large organisations, managing relationships with enterprise clients
• Confidence presenting to large groups of people and meeting clients regularly
• Understanding of commercial value of customer insight and how businesses use it to make decisions
• Comfortable working with numbers to form arguments and answer questions

➕ It'd be a bonus if you have experience with:

• Experience working with Net Promoter Score or a different customer experience methodology

✨ Chattermill - Who we are:

Co-founded by Mikhail Dubov and Dmitry Isupov in 2015 while at Entrepreneur First, Chattermill was born out of their frustration that it took weeks, sometimes months, for customer research to yield any quality insights. Often, these would be out of date by the time they reached decision-makers. And it was also financially out of reach for most companies.

When they started what eventually became Chattermill, they had a hunch that they could use the newly available tech of deep learning to help companies find insights amidst messy data. Their vision was to take what agencies and cutting-edge brands were doing by hand and automate it.

Today, our Customer Experience Intelligence platform is used by the world’s best-loved customer-centric companies including Uber, Amazon, Wise, JustEat, Booking, HelloFresh of whom can now see, and act on their customer reality.

Our mission is to rid the world of bad experiences by making it easy for any brand to identify and prioritize the key issues their customers are facing.

???? Our Hiring Process

1. Let’s introduce ourselves – you’ll have an introductory call with our Talent team - we’d love to learn more about you, your ambitions, and what you’re looking for in your next step. 
2. Get to know your would-be team – you’ll have a call with your would-be manager, Junior Hewitt (VP of Customer Success), and another member of the team, where they’ll answer any of your role specific questions and you can show off your experience
3. Show us what you're made of - We'll provide you with a short task to complete to further showcase your skill set
4. How our values and your career goals align – you’ll have a call with our cofounder to learn more about life at Chattermill and ensure we’re the right place for your next stage of growth

???? Our Values

????‍♂️ We are obsessed with experience – We take our mission to rid the world of bad customer experience seriously, and we practice what we preach.

???? We believe in the power of of trust – Whether it's with each other, our customers, partners, or other stakeholders we always communicate with openness and trust.

???? We act as responsible owners – Whether it's about the company, a team, a project, or a task, having the freedom to make decisions in our area of responsibility is a crucial driver for us.

???? We share a passion for growth & progress – On every level, we’re motivated by taking on new challenges – even if they seem out of reach. We recognise that we are learning machines and we always seek to action feedback and improve collectively.

???? We set our ambitions high but stay humble – We've come together to build a product and a category that’s never been seen before. While we're an ambitious bunch with lofty goals, we don't approach this goal recklessly.

???? We believe the right team is the key to success – At Chattermill we’ve learned that all our important achievements have been the result of the right people collaborating together – that’s why we need you to apply today!

???? Diversity & Inclusion

We want to enable exceptional experiences for everyone, and to achieve this we need everyone’s voice in our team.  We are on a mission to bring more diversity into the business in 2024 and to give everyone (from all backgrounds and abilities) a chance to join us, even if they may not fit all of the requirements set out in this job spec.

We realise that some may be hesitant to apply for a role when they don’t meet 100% of the listed requirements – we believe in potential and will happily consider all applications based on the skills and experience you have, we’d love to be part of your growth and we encourage you to apply!

We believe in removing unconscious biases from our recruitment process wherever possible.  As part of this effort, we ask that you do not include your photograph or personal details with your application.

Senior Customer Success Manager

US Remote

Who we are

Are you passionate about innovating at the intersection of technology and personal security? At Pindrop, we recognize that the human voice is a unique personal identifier, increasingly susceptible to sophisticated fraud, including the threat of deepfakes. We're leading the way in developing cutting-edge authentication, fraud prevention, and deepfake detection. Our mission is to provide seamless and secure digital experiences, safeguarding the most personal aspect of our identity: our voice. Here, you'll be part of a team driven by values of Innovation, Customer Advocacy, Excellence, and Impact. We're not just creating a safer digital landscape by fortifying trust and integrity with those we serve, we’re also building a dynamic, supportive workplace where your contributions make a real difference.

Headquartered in Atlanta, GA, Pindrop is backed by world-class investors such as Andreessen-Horowitz, IVP, and CapitalG.

What you’ll do 

The Senior Customer Success Manager (CSM) is focused on client relationships and managing client expectations. CSMs proactively drive product adoption, and act as the voice of the customer internally to Pindrop. Energetic and self-driven, CSMs become a trusted partner to our customers so that they stay and grow with Pindrop. CSMs manage numerous customers at different stages of the customer lifecycle. They understand Pindrop products in-depth and are constantly looking for new ways their customers can benefit from a new Pindrop technology. 

If you love working with dynamic companies and have thrived in a role like this before, then we want to talk to you! This is a remote based role located within the United States.

• Responsible for the overall business relationship and long-term account retention
• Develop key relationships to become a trusted advisor and maintain “customers for life”
• Define and execute account planning with Account Executives to achieve strategic goals
• Responsible for renewal management and forecasting risks associated with renewal events
• Understand customer business objectives and promote Pindrop's value and ROI
• Measure and maintain high levels of customer satisfaction and nurture client health
• Understand customers use cases and identify areas for up-sell/cross-sell
• Serve as the Primary Point of Contact for your customers for the life of the relationship
• Conduct Annual onsite Executive Reviews focused on demonstrating ROI and developing a strategic partnership
• Host regular remote Business Reviews focused open items, performance and product/feature adoption
• Report internally and to the customer on results of annual Satisfaction Surveys 
• Serve as conduit between customer and product team by communicating new features, enabling the enhancement request process, facilitating beta agreements, coordinating case studies and customer references, and compiling product feedback
• Manage contractual commitments and track subscription license usage on a monthly basis
• Facilitate responses for compliance and model risk assessments
• Leverage Gainsight to manage and document customer information and interactions

Who you are

• You are an excellent communicator and presenter for all levels of management
• You understand the value of strong relationships and cultivate them both internally and externally
• You are resilient in the face of challenges, change, and ambiguity
• You are optimistic and believe that you can make a problem into a solution
• You are resourceful, excited to uncover innovative solutions and teach yourself something new when needed
• You take accountability, do the things you say you’ll do, under-promise and over-deliver
• You are nimble and adaptable when priorities change and continue to see the “forest through the trees” 

Your skill-set: 

• 7 years of relevant experience with at least 5 years in a Senior Customer Success Manager role
• Proven ability to manage C-Level relationships with Fortune 100 customers
• Ability to manage revenue, increase billable utilizations, reduce and control expenses 
• Experience managing multiple enterprise accounts and ensuring clients have a high CSAT
• Ability to lead strategic discussions
• Experience reporting customer health to executive management
• Experience with Microsoft Office and Mac O/S; Google, GMail, Gainsight, Salesforce
• Willing to travel up to 25% is required
• Understanding of call center/CCaaS/data center infrastructure is preferred
• Experience working in the security and/or fraud industry is preferred

What’s in it for you:

As a Pindropper, you join a rapidly growing company making technology more human with the power of voice. You will work alongside some of the best and brightest. We’re a passionate group committed to excellence - but that doesn’t stop us from enjoying the journey as a team with chess and poker tournaments, catered lunches and happy hours, wellness programming, and more. Because we take our jobs seriously, we add in time for rest with Unlimited PTO, Focus Thursday, and Company-wide Rest Days. 

Within 30 days you’ll

• Complete onboarding and attend New Employee Orientation sessions with other new Pindroppers
• You will learn the role of the CSM at Pindrop 
• You will become familiar with the processes and products that you will support

Within 60 days you’ll

• • You will get up to speed on specific customer accounts and start to engage with your customer portfolio 
  • You will continue learning Pindrop and our products 

Within 90 days you’ll 

• • Teach us something new
  • Be productive and successful in your CSM role by adding value to our customers

What we offer

As a part of Pindrop, you’ll have a direct impact on our growing list of products and the future of security in the voice-driven economy. We hire great people and take care of them. Here’s a snapshot of the benefits we offer:

• Competitive compensation, including equity for all employees
• Unlimited Paid Time Off (PTO)
• 4 company-wide rest days in 2024 where the entire company rests and recharges!
• Generous health and welfare plans to choose from - including one employer-paid “employee-only” plan!
• Best-in-class Health Savings Account (HSA) employer contribution
• Affordable vision and dental plans for you and your family
• Employer-provided life and disability coverage with additional supplemental options
• Paid Parental Leave - Equal for all parents, including birth, adoptive & foster parents
• One year of diaper delivery for your newest addition to the family! It’s our way of welcoming new Pindroplets to the family!
• Identity protection through Norton LifeLock
• Remote-first culture with opportunities for in-person team events
• New hire and recurring monthly home office allowance
• When we need a break, we keep it fun with happy hours, ping pong and foosball, drinks and snacks, and monthly massages!
• Remote and in-person team activities (think cheese tastings, chess tournaments, talent shows, murder mysteries, and more!)
• Company holidays
• Annual professional development and learning benefit
• Pick your own Apple MacBook Pro
• Retirement plan with competitive 401(k) match
• Wellness Program including Employee Assistance Program, 24/7 Telemedicine

What we live by

At Pindrop, our Core Values are fundamental beliefs at the center of all we do. They are our guiding principles that dictate our actions and behaviors. Our Values are deeply embedded into our culture in big and small ways and even help us decide right from wrong when the path forward is unclear. At Pindrop, we believe in taking accountability to make decisions and act in a way that reflects who we are. We truly believe making decisions and acting with our Core Values in mind will help us to achieve our goals and keep Pindrop a great place to work:    

• Audaciously Innovate - We continue to change the world, and the way people safely engage and interact with technology. As first principle thinkers, we challenge standards, take risks and learn from our mistakes in order to make positive change and continuous improvement. We believe nothing is impossible.
• Evangelical Customers for Life - We delight, inspire and empower customers from day one and for life. We create a partnership and experience that results in a shared passion.   We are champions for our customers, and our customers become our champions, creating a universal commitment to one another. 
• Execution Excellence - We do what we say and say what we do. We are accountable for making the tough decisions and necessary tradeoffs to deliver quality and effective solutions on time.
• Win as a Company - Every time we win, we win as a company. Every time we lose, we lose as a company. We break down silos, support one another, embrace diversity and celebrate our successes. We are better together. 
• Make a Difference - Every day we have the opportunity to make a positive impact. We operate with dedication, passion, and uncompromising integrity, creating a safer, more secure world.

Not sure if this is you?

We want a diverse, global team, with a broad range of experience and perspectives. If this job sounds great, but you’re not sure if you qualify, apply anyway! We carefully consider every application and will either move forward with you, find another team that might be a better fit, keep in touch for future opportunities, or thank you for your time.

Pindrop is an Equal Opportunity Employer

Here at Pindrop, it is our mission to create and maintain a diverse and inclusive work environment. As an equal opportunity employer, all qualified applicants receive consideration for employment without regard to race, color, age, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetic information, disability, marital and/or veteran status. 

#LI-Remote

LivePerson (NASDAQ:LPSN) is a Conversational AI company creating digital experiences that are Curiously Human. Every person is unique, and our technology makes it possible for companies, including leading brands like HSBC, Orange, and GM Financial, to treat their audiences that way at scale. Nearly a billion conversational interactions are powered by our Conversational Cloud each month.

You’ll be successful at LivePerson if you are excited to build something from the ground up. You excel by finding daily opportunities to grow at the same pace as the technology we're building, and you build partnerships that improve our business. Likewise, you’re someone who sees feedback as a chance to learn and grow and believe decisions powered by data are the norm. You care about the wellbeing of others and yourself.

Overview: 

The Customer Success Manager position is a pivotal role at LivePerson. The Success Manager is the face of LivePerson to their customers & the main focal point for all related topics. 

LivePerson's goal is to connect consumers with brands through LivePerson's set of AI solutions and innovative channels. A Success Manager focus is to retain and grow their Book of Business by identifying the unique value for each brand, maintain close relationships with key stakeholders and ultimately expand each account in terms of the solutions LivePerson has to offer. This position will report into the Sr. Director of Customer Strategy and Innovation. 

You will: 

• Drive growth by identifying upgrade opportunities and generating new revenues with existing customers.
• Develop relationships to serve as a trusted consultant with customers to optimize their online engagement strategy.
• Understand how to build and present a LivePerson sales story using data and insights.
• Generate business plans to define your strategies and tactics.
• Understand and adapt to LivePerson's ongoing product and technology developments.
• Manage multiple cross-product opportunities and projects.
• Monitor usage and product adoption, proactively contact clients upon low usage and deliver coaching/training to improve their utilization.

You have:

• Tech savvy with good analytical skills.
• 5+  years experience in international B2B customer facing positions with a proven sales record.
• A strong understanding of businesses and digital trends.
• Customer oriented and excellent communication skills.
• Excellent presentation skills.
• Proven experience in customer facing roles, via telephone, web and face to face.
• Understanding of e-commerce business needs.
• Experience in working with multiple stakeholders (Product, procurement, legal etc). 
• Ability to think and act independently 
• Curiosity & resourcefulness to understand brands internal process.
• Proficient in English a must

Benefits: The salary range for this role is $100,000 - $110,000 base and will have a commission split. Final compensation will be determined by a variety of factors, including your location, and your experience, education, and/or certifications. During the phone screening, the recruiter will provide the location-specific salary range for this role. The compensation package also includes the following benefits, which may be updated from time to time:

• Health: medical, mental, dental, and vision
• Time away: vacation, dependent care, holidays, wellness days, and more
• Financial: 401K, ESPP, Basic life and AD&D insurance, long-term and short-term disability
• Family: parental leave, maternity support, fertility services
• Development: tuition reimbursement, native AI learning
• Additional: WFH support, 24/7 access to professional counselors, voluntary ins. coverage, exclusive perks and discounts

Why you’ll love working here:

Your entrepreneurial spirit will be supported. We love team members who chase down their big ideas, become experts, help colleagues, and own their work.These four company values guide our continued, holistic growth as individuals, as teams, and as a global organization. And to further make our point, let's just say we're very proud to be on Fast Company's list of Most Innovative Companies and Newsweek's list of most-loved workplaces. 

Belonging at LivePerson

At LivePerson, people from diverse backgrounds come together to make an impact and be their authentic selves. One way we share and connect is through our employee resource groups such as: Live In Color, LP Proud, and Women In Tech. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require a reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

#LI-Remote

 About Us

Simon Data was founded in 2015 by a team of successful serial entrepreneurs with a passion for transforming data to drive real-world results. We are building a best-in-class enterprise Customer Data Platform that empowers marketers to create personalized data-driven experiences for the customers. We’re scrappy problem solvers who believe in tackling big challenges with disruptive thinking and giving our customers the support they need to deliver great next-generation experiences at scale.

At Simon, we firmly believe that business success starts and ends with people. We all do our best work when we are surrounded by other friendly top performers who want to succeed together. This attitude is core to our values. When you trust your team, invest in their development, and give them ownership, great things happen.

The Role

The Enterprise Customer Success Manager role is all about ensuring that Simon’s largest, most sophisticated clients extract as much value out of our platform and services as possible. As the owner of a portfolio of strategic accounts, you are accountable for the success of each partnership; which you will ensure by devising creative and thoughtful strategies for delivering material business value and marshaling the cross-functional resources required to execute against those strategies. The Enterprise Customer Success Manager (SAM) at Simon Data is accountable for a book of business of existing client accounts that Simon cannot afford to lose. The SAM is persistent in their quest to produce value to portfolio customers where Simon can support data and marketing needs. As the person accountable for success or failure of the account, you will set the example for cross-functional resources that deliver the technical account management to make your clients happy and healthy. To this extent, you will leverage your technical knowledge of the platform to drive business decisions while other members of the assigned client team will drive technical solutions and enablement. 

You will develop deep, trusted relationships as you work with customers across every phase of the client lifecycle - from integration and onboarding, to campaign ideation, launch, and iteration, to partnership review and contract renewal.

Enterprise Customer Success Managers deliver value to our enterprise clients by leading ideation and strategy sessions, driving cross-functional alignment, ensuring the deployment of end-to-end solutions, and pushing process improvements. In doing so, you help marketing and data teams at some of the world’s largest brands to deploy campaigns that drive millions of dollars in incremental revenue for their businesses.

What You'll Do

• Lead and grow a portfolio of Simon Data's largest and most sophisticated client accounts 
• Devise in-depth account strategies that drive significant business value for your clients and cement Simon’s stickiness and account expansion opportunities
• Collaborate with internal and external stakeholders to drive alignment around top-level strategies and drive the execution and delivery against that strategy
• Cultivate deep partnerships with your clients through thoughtful and persistent discovery of client business problems, and consistent delivery of value against priority challenges
• Become the leading expert at Simon Data on the businesses of each client in your portfolio so that you can drive decisions in executive / C-level conversations both internally at Simon and externally at the clients
• Leverage deep product and marketing technology knowledge to build trust with customers and influence their buying decisions
• Partner with Product and Engineering teams to shape the direction of Simon’s product strategy and investments in the support of our largest customers
• Lead contract renewal and upsell discussions with customers while partnering with the Simon Data Finance Team on negotiations

Qualifications

• 7-10 years of professional experience, with 5+ years managing client relationships at a SaaS company
• Bachelor's degree
• Proven ability to lead large, complex projects across multiple partners and functions
• Strong ability to understand technical concepts and problem solve
• Excellent verbal and written communication skills
• High emotional intelligence
• Deep intuition for business
• Proficiency working with data in SQL
• Experience with email marketing, push or SMS software
• Familiarity with technologies like APIs, HTML, CSS, and Javascript
• Ability to thrive in an unstructured and fast-paced environment
• Personable, collaborative, and a sense of humor
• Willingness to travel up to 20%

What We Offer

• 100% coverage of medical premiums for employee AND family
• Flexible PTO 
• Generous Maternity and Paternity Leave
• Remote work, quarterly wellness, and client support stipends
• Professional Development stipend

In compliance with the state and city salary transparency requirements, the potential salary for this position is from $115,000 to $135,000 which represents a range commensurate with experience.

Visa sponsorship for this role is currently not available.

Diversity

We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.