Customer Success Manager - Enterprise - May 2024

• Remote or hybrid position (in San Luis Obispo, CA, Denver, CO, Nashville, TN, Salt Lake City, UT, or Jackson Hole, WY)
• Large equity stake + competitive salary + benefits
• 4th CS hire, will work directly with the VP to build the CS function from the ground up
• Full-cycle customer success from onboarding, implementation, support, expansion, and retention
• Series A stage opportunity in proven, de-risked market. Be a big part of company going from $1M>$10M in ARR over the next two years

Requirements

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 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

Responsibilities

• 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 material (help articles, video tutorials, for customers to help drive them towards value
• 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

Skills and Experience

• 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

Benefits

• Competitive comp, bonus, and equity plans
• Hybrid or remote 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