What are the responsibilities and job description for the Customer Success Manager - Enterprise position at UserEvidence?
- In-person in San Luis Obispo, CA, Denver, CO, Nashville, TN, Salt Lake City, UT, or Jackson Hole, WY preferred - open to remote as well
- Large equity stake competitive salary benefits
- Will work directly with the VP build the CS function from ground up
- Full-cycle customer success including onboarding, implementation, expansion, and retention
- Opportunity in proven, de-risked market - founders' first company in this space acquired for $90M by SurveyMonkey
Who We're Looking For
- You have knowledge, experience and/or interest in working with and for customer marketing/advocacy teams, product marketers, and content marketers
- You are passionate about evangelizing the customer marketing/product marketing space
- You are empathetic and highly driven to make customers successful
- You understand how customer pain points can help drive product development and business growth
- You have excellent project management and communication skills, and are confident juggling many high priority customers
- You're highly adaptable, easily acclimating to a growing startup environment
- You have a growth mindset and view setbacks as learning opportunities, not failures
- You're excited to create, shape and improve new processes and workflows
- You've built Customer Success/Account Management playbooks or processes in both 1:1 and 1:many motions
- You've led onboarding, implementation, and renewal conversations with enterprise clients - you understand how to liaise /project manage with both C-levels and entry-level employees alike
- We're looking for an entrepreneurial customer success manager who is self-motivated, hard-working, driven, humble, intellectually curious, comfortable in a growing startup environment, and eager to build lasting relationships with our customers. You'll be the second customer success hire working for the VP of Customer Success who has extensive experience in leading customer-facing teams in B2B SaaS. This is a huge opportunity to lead the charge in building relationships, retaining/expanding revenue, and creating advocates with companies like SFDC, SolarWinds, Coupa, Gong and Vanta
- Be the primary point of contact for new customer implementations, including managing various stakeholders, client expectations, scope, and success criteria
- Drive onboarding by running training sessions for end users across marketing, sales enablement, and content to ensure they see maximum value out of UserEvidence
- Learn the product inside and out to be a trusted advisor to our customers
- Drive adoption, retention, and expansion for existing client base
- Identify new expansion and cross-sell/upsell opportunities, partner with Sales counterparts to close renewal deals
- Proactively identify customers who aren't maximizing their usage and create action plans to reach success
- Find repeatability in processes and build documentation to help scale the CS/AM function
- Build self-serve materials (help articles, video tutorials, and more)
- Constantly capture and synthesize product feedback from our customers to surface trends and patterns, make product recommendations to inform product roadmap based on this feedback
- 3-5 years experience in a customer-facing role, ideally in a B2B SaaS startup environment
- Experience defining and executing on end-to-end customer success strategies (implementation/kickoff, project management, engaging/reengaging stakeholders, identifying/mitigating churn risk)
- Strong presentation skills - ability to command a room of C-levels and ICs alike
- Strong empathy and ability to connect with others and understand their situation
- Intellectual curiosity - you have the ability to create, understand systems, and experiment/tinker to figure out better ways of doing things
- Competitive comp, bonus, and equity plans
- Hybrid remote/in-person role (in San Luis Obispo, Nashville, Denver, SLC, Jackson Hole)
- Health Dental Vision Insurance for you (and any dependents)
- Incredible training and career growth opportunity