Job Details
As a member of my client’s Customer Success team, you will be a trusted advisor for a portfolio of growing Enterprise and Core customers, supporting them at each stage of their lifecycle and ensuring they derive value from the platform and services. You’ll be responsible for onboarding new customers, managing relationships with existing customers, and strengthening customer engagement through renewals and expansion.
This isn't your typical Customer Success role. At my client, you will be a key contributor on a fast-growing go-to-market team, working cross-functionally across sales, engineering, product, and marketing. Customer Success Managers have directly influenced business outcomes, impacted the product roadmap by synthesizing customer feedback, and driven revenue growth through deepened platform adoption.
Role Responsibilities
- Ensure the ultimate success of customer relationships throughout onboarding, implementation, launch, post-launch, adoption, expansion, and renewal.
- Master the platform products and future offerings, effectively communicating these to customers.
- Own the customer relationship with large organizations, serving as a trusted advisor to executive and senior leadership across various functions.
- Manage best-in-class customer health in your portfolio by identifying growth opportunities and mitigating account risks, with support from your account team.
- Engage with the Engineering, Product, Design, Sales, and Solutions Engineering teams to incorporate and prioritize customer feedback, informing the product roadmap.
- Drive strong customer advocacy efforts in collaboration with the Marketing team to identify and amplify significant customer success stories.
- Create and influence playbooks and other scalable resources, both internally and externally, to optimize the customer experience throughout the customer lifecycle.
Qualifications
- 5+ years of experience at a B2B company with a complex technical SaaS product in Customer Success, Account Management, or other relevant roles.
Location
San Francisco, CA or New York, NY