Responsibilities

• Own churn, retention and growth targets for your book of business.
• Build strong relationships with Elation customers, communicating the value of our services in the context of customers business objectives with the goal of retaining high performing, satisfied customers.
• Partner closely with practice innovation, technical solutions, product development, sales and marketing to deliver amazing outcomes-enabled experiences for your cohort and achieve your customers’ goals.
• Collaborate with sales in developing offerings and plans that address incremental growth of your cohort, revenue, market share and new logo acquisition.
• Ensure ongoing adoption of Elation’s products through developing a customer-specific success plan that aligns with their overall business goals.
• Demonstrate a passion for solving big, challenging problems in healthcare and working with primary care providers to lower cost and deliver better patient outcomes.

Qualifications

• 5+ years of B2B Mid-Market or Enterprise customer success, account management, and/or management consulting experience, with a history of driving revenue through retention and expansion of existing accounts.
• Aptitude for not only selling technical and complex products and services but also training others to do the same through enablement activities.
• Must be a self-starter with ability to plan, forecast, and deliver specific results and work independently as well as within a team environment
• Strong desire to build long-term relationships with your customers and serve as an advisor for all aspects of their success.
• Strong project management skills both internal and external; Excellent communicator both written and verbal
• Experience in healthcare or SaaS is a benefit. Interest in healthcare is required.

Salary range: 100,000 - $120,000

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.

As a healthcare technology company whose mission is to support IPCPs and frontline healthcare workers, and as a tight-knit company where we have the utmost concern and care for our team members, Elation Health has adopted a Mandatory COVID-19 Vaccination Policy. 

This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities.

We will not require any candidates to be vaccinated in order to interview for our open positions, but all new hires at Elation will be required to share a copy of their vaccination certification or present documentation to request an exemption. 

In compliance with the EEOC, any team member in need of an exemption from this policy due to a medical reason, or because of a sincerely held religious belief must provide People Ops (hr@elationhealth.com) with appropriate documentation. For a medical exemption, we require a doctor’s note, and for a religious exemption, we require a note from the team member outlining the request.

Overview

The Enterprise Customer Success Team at Recharge is looking for a Senior Technical Customer Success Manager who is driven, resourceful, and will use their consultative, critical thinking, and people skills to support our Recharge Merchant customers. The Customer Success team is critical to the success of our business, and by working with a portfolio of high-performing merchants, you will make an immediate impact by building long-term relationships and helping them drive business results.

What you’ll do

• Live by and champion our values: #accountability, #collaboration, #iteration, #details.
• Partner with our customers to understand their business objectives and goals, products purchased, challenges, technology stack, and more to ensure retention or contract renewal.
• Proactively surface blockers, deficiencies and opportunities for merchants to optimize revenue growth
• Collaborate with Enterprise Customer Success Managers to holistically oversee and consult on the technical components of our merchant’s subscription program
• Act as the lynchpin of technical solutions by collaborating with cross-functional teams @ Recharge. Work alongside Product, Technical Support, Professional Services and Engineering to investigate and determine the viability of project scopes
• Architect, propose and aid in the deployment of technically-oriented solutions for our top-tier merchants
• Assess, document and manage projects in SFDC/JIRA with an ability to drive momentum for on-target delivery 
• Leverage data points to drive analytical insights to merchants, with the ability to granularly form hypotheses and drive improved outcomes   
• Deep understanding of Recharge’s OOTB product, API’s and partner integrations

What you’ll bring

• 3-5 years minimum of experience in eCommerce, either at a brand or managing accounts at a SaaS company.
• 2+ years experience in a customer-facing role
• Working knowledge with JavaScript, CSS and API endpoints, 
• Proven success using data and analytics to create practical insights to build customer strategic plans.
• Excellent communication skills that can apply at all levels of organizations
• Expert technical aptitude with the ability to navigate conversations around complex technical concepts.
• Excellent resourcefulness and an ability to prioritize competing requests from customers while partnering internally with stakeholders to ensure success.
• Ability to work remotely and desire to make an impact at a high-growth company.

As a Customer Success Manager, you will be joining a fast-paced and high-growth team delivering innovative cyber threat intelligence solutions that protect our customers. You will maintain a rapidly growing client portfolio and ensure our users get the most value out of our products and services. You’ll be responsible for driving product usage and adoption, as well as facilitating account growth/retention via tailored success plans. You’ll leverage your prior experience in customer success and cyber security to foster successful and long term client relationships with Recorded Future. Don’t miss your opportunity to become a Futurist! 

What You’ll Do:

• Act as the primary point of contact for customer security teams including SOC, CTI, IR, GRC, Fraud, and more
• Drive product adoption across a diverse portfolio of the company’s top enterprise clients across our EMEA territory
• Execute our client engagement strategy by delivering comprehensive Success Plans
• Manage and answer inquiries about our Intelligence Cloud, API/Integrations, and other services
• Identify, assess, and escalate account risk factors and orchestrate remediation efforts
• Work closely across the Intelligence Services Department and other teams — Onboarding, Training, Support, Operations — to construct and scale solutions across customer businesses
• Learn our platform, stay current on cybersecurity events, and build deep familiarity with the various customer security functions where we deliver value 
• Regularly capture and internally share your customers’ experience with Recorded Future
• Be ultimately accountable for the overall health of each customer by ensuring high rates of customer adoption, growth, and retention

What You’ll Bring to the Team:

Knowledge:

• Demonstrated experience in Customer Success and enablement principles
• Strong understanding of Cyber/Information Security fundamentals
• Familiarity with Project Management processes, strategies, and methods

Competencies:

• Passion and drive for making customers happy and successful 
• Positive, collaborative, and energetic attitude with a strong desire to make an impact
• Polished and professional approach for delivering customer engagements
• Experience designing and executing communications and/or customer success programs
• Superb communication skills with an ability to convey complex concepts to all levels of client personnel–from an analyst up to the CISO

Requirements:

• Bachelor’s degree or 3+ years of relevant Customer Success and SaaS work experience
• A Native Spanish speaker and fluent in English

#LI-Remote

Your impact

As a Senior Customer Success Manager at Handshake, you are responsible for ensuring our education partners are healthy, happy, successful, and retained. You will create repeatable and reusable tactics for driving engagement across our university partners' teams. 

In this critical role, we are seeking an individual with a wealth of experience as a customer success manager to manage our most strategic partnerships. Given the rapid pace of our expansion, we require someone who not only possesses a deep understanding of how to create and maintain strong partnerships but has a proven track record of successful market growth in tech. 

To succeed in this role, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy on the opportunities you come across, having accountability and being open to new challenges are essential to our continued success. There is an opportunity to make a real impact here!  If you are driven and hungry for a challenge to help us on our mission to help students fulfil their career dreams, then we can’t wait to meet you!

Your role

• Relationship Management - Owning the core and executive relationships for our key strategic partners. Having a proactive approach with partners and regularly meeting them to understand their current state and how to help them achieve their goals through Handshake - you are willing to try new and innovative ways in order to achieve this 
• Renewals and expansions - Building trust and advocacy with partners which ultimately leads to driving retention. Driving the plan of action internally and externally for key partners
• Owning Customer Journey - act as the main point of contact for your partners, which means you will be accountable for the entire partner lifecycle, from onboarding and implementation to adoption and optimization - knowing when to bring other team members in and working with the support team on improving processes for the day to day questions 
• Internal Collaboration - Communicate key updates to the wider team, secure opportunities for success stories, and collaborate with sales and product teams for effective partnership differentiation and enhancement. As you can see this role will involve wearing multiple hats but also will give you exposure to grow in multiple areas!
• Product Knowledge -Demonstrate a deep understanding of the Handshake product and the ability to consult using best practices and learnings from managing university partners. Expand product adoption, and drive value for university partners. Staying on top of the roadmap and identifying opportunities to excite partners about our vision
• Product Adoption and Best Practices -Expand and deepen product adoption, creating strong action plans with university partners on leveraging our platform to drive student and employer engagement. Actively learn and understand the career services space as well as awareness of student and employer priorities, consulting with partners on adapting workflows to achieve success with the Handshake product.
• Partner Success, Health, and Retention - Track subjective health assessments and collaborate with Handshake’s Product Teams to address partner needs promptly and to escalate key product developments. Utilising data reporting and dashboards to understand trends and take appropriate actions for maintaining account health Ownership of a Region- Acting as the primary liaison between the company and partners in that region by providing crucial insights to internal teams. As we are scaling and we are learning as we are growing in these regions and in this role, you will be responsible for sharing insights through managing your partners to ensure the success of the region
• Mentorship - provide coaching and guidance to junior colleagues and to act as a role model to the team - you will be the one Senior CSM in the team and so it is key that the team can see what “exceptional” looks like and to act as the go to person when support is needed on escalations and pushing internal initiatives
• Customer On-sites - you will be traveling to Universities and so it is key that you will be comfortable with running partner on-sites to hold key milestone meetings and to build relationships with the wider team. This is also a good opportunity to engage with students to see the impact Handshake is having.

Your experience

• An established Customer Success professional (5+ years of experience) who finds satisfaction in helping your partners achieve their goals and helping your team grow.
• Proven experience with SaaS - It’s a bonus if you know the startup space, and can pre-empt the bumps in the road ahead as we scale
• Excellent communicator - written and verbal and also experience with running presentations to key decision makers
• You get energy from being in high pressure situations and fast growth, with the ability to build repeatable, scalable processes
• Ability to prioritise workload while maintaining high attention to detail
• Confident with data reporting and analysing to tell stories and to spot trends 
• Highly curious with high level of intellectual curiosity - you see an opportunity and you act on this! 
• Ability to think critically and empathetically about the customer’s needs
• Add value to a team environment by demonstrating enthusiasm and a collaborative spirit
• Adaptable to evolving business needs and willingness to contribute to process improvement 
• Fluent in written and spoken German and English

What we want to accomplish and why we need you

Suki is creating a new category in the health tech space – the digital assistant for physicians.  We are going to be the voice user interface for healthcare. What does that mean? Currently, doctors use their electronic medical record (EMR) system to track patient encounters. These systems can be hard to navigate and very time consuming to manage. Time that doctors would rather have to spend with their patients. This is the problem we’re solving right now: Doctors that use Suki today spend over 50% less time on administrative tasks than they did previously and we’re striving to do even better.

We are building Suki by spending time with our customers to understand features that will truly make their lives better.  We’re a team of technologists, clinicians, and industry experts working together to push the limits on technology used in medicine and even how medicine is practiced.

About the Role:

As Enterprise Customer Success Manager, your primary role is to drive the successful implementation, deployment and adoption of Suki with our major health system clients.  You will be responsible for developing and maintaining strong relationships with key client stakeholders, and ensuring that Suki is delivering exceptionally well on key success metrics.  You will ensure strategic and tactical alignment, and manage on-time delivery across all functional areas with our clients and your Suki colleagues.  You will be responsible for proactively identifying and driving the resolution of risks and issues, and developing creative solutions that will best meet the needs of our clients.  You will also manage the onboarding process overall for your designated clients, and be responsible for conducting the onboarding for many enterprise end users. Throughout the client relationship, you will present periodic performance reviews and engage with our clients on opportunities to expand usage and value in partnership.  You are able to analyze customer metrics, craft high-impact client presentations, and drive rapid progress against our goals.

As part of our growing Customer Success team, you will also be responsible for improving existing processes and developing new approaches to create high levels of client and user satisfaction.  You will also engage with Marketing on opportunities to increase user engagement and provide structured customer insights to our Product team to inform future innovation.  You are excited to join the fast-moving Suki team, and committed to excellence!

Responsibilities and expectations include but are not limited to:

Executive-Level Presence and Communications:  Ability to communicate both internally and externally with professionalism in person, on video, on the phone, and over email with C-level executives, providers and colleagues.

Adaptability:  You thrive in a fast-moving organization that uses light-weight processes and cutting-edge technology to have a huge impact.

High-Accountability:  You can be counted on to consistently deliver high-quality work.

User-focused: You are obsessed with the customer experience. You can translate key consumer needs into business and product requirements. You have an innate understanding of user behavior, and ensure users are receiving 100% quality service. 

Detail Oriented: You need a high degree of attention to small details along with the ability to quickly iterate on our deployment playbooks and processes.

Technical Skill: You will need to develop a deep understanding of our product and how it integrates with EMRs.  You will  be able to translate that into education to our enterprise clients and end users.

Travel:  You are willing to travel extensively.

Flexibility: You will need to work flexible hours based upon client’s and providers’ schedules in different time zones across the US.

Requirements:*

• 8+ years of enterprise customer facing experience within healthcare SaaS
• Exceptional communication, presentation, and conflict resolution skills
• Ability to think critically, prioritize effectively and communicate expediently
• Strong project management skills
• Experience managing large, multi-stakeholder programs
• Creative problem solving skills
• Strong understanding of medical documentation and clinical workflows
• Proficient in Microsoft Office, Google Suite and Microsoft office

*Not sure if you meet all of the qualifications? We don’t expect every candidate to have done everything listed above, but you should be able to make a credible case that you meet most of the criteria and are ready for the challenge of adding new technologies to your résumé.

This position can be remote and supports team members with clients across the United States. You are welcome to visit and/or work out of our office in Redwood City, California. One week a year, we gather for a company-wide retreat. Quarterly, we gather for an in-person working session at/near our office.

Tell me more about Suki

• On a roll:Named by Fast Company as one of the most innovative companies, named Google’s Partner of the Year for AI/ML, named by Forbes as one of the top 50 companies in AI .
• Great team:Founded, managed, and backed by successful tech veterans from Google and Apple and medical leaders from UCSF and Stanford. We have technologists and doctors working side-by-side to solve complex problems.
• Great investors:We’re backed by Venrock, First Round Capital, Flare Capital, March Capital , and others. With our $55M Series C financing, we have the resources to scale.
• Huge market:Disrupting a massive, growing $30+ billion market for transcription, dictation, and order-entry solutions. Our vision is to becomethevoice user interface for healthcare, relieving the administrative burden on doctors instead of adding to it.
• Great customers:Our solutions are used in health systems and clinics across the country, supporting clinicians across dozens of specialties.  Check out what one of ouruserssays about how Suki has helped his practice.
• Impact:You’ll make an impact from day one. You’ll join a team working towards a shared purpose with a culture built upon deep empathy for doctors and passion for making their lives better. 

Suki is an Equal Opportunity Employer. We are dedicated to building a company that fosters inclusion and belonging and reflects the diverse communities we serve across the country. We know we are stronger this way and we look forward to growing our team with these shared values.  

In compliance with the State of California Pay Transparency Law, the base salary range for this role is between $120,000 - $145,000 in CA. This range is not inclusive of any discretionary bonus or equity package. When determining a candidate’s compensation, we consider a number of factors including skillset, experience, job scope, and current market data.

Overview

We're looking for a Manager of our Tier 2 Accounts  to join our team! This person will nurture and lead a team of CSMs, scaling across a portfolio of 200+ merchants. Crucial to the success of our business, this person will be the aggregate voice of our merchant base in Tier 2. 

We are looking for someone who is savvy with strategy and has the ability to design the next phase of this program. This individual ideally has prior experience with people management and a strong understanding of how to drive value through systems automation combined with best-class strategy. 

What you'll do

• Professionally build, document, and implement the execution of Consultative Strategies for your team’s portfolio. 

• Propose, own and direct team-wide initiatives that directly impact the success of Customer Success.

• Own the directive of our multi-product expansion targets with your team and measure outcomes on an on-going basis 

• Communicate clearly and succinctly to stakeholders on Account Reporting: inclusive of Risk + Churn, NRR and Renewals

• Act as an on-going resource and escalation point for the Tier 2 book of business, supporting your team members as well as the needs of our merchants 

• Mobilize your team to deliver best in class experiences to their book of business. This includes delivering on scaled solutions as well as creative problem solving.

• Train CSM team members on consultative best practices, the application of feature implementation, and escalation resolutions.

• Collaborate with connected teams to execute tactical implementation of strategy.

• Craft and report merchant revenue, brand experience, product feedback, and more internally at Recharge.  Champion your merchant portfolio’s needs on an aggregate.

• Act as an internal advocate for our merchants by collaborating cross-functionally to voice their critical business needs and key results 

What you’ll bring:

• 3-5 years of proven success in people management 

• 5+ years of SaaS experience, ideally in Account Management or Customer Success

• Strong leadership to enable, coach, and drive team members to action

• A deep understanding of customer success best practices, particularly centered around growth and retention

• Organized with Project Management Experience; properly orchestrate merchant needs internally & externally on the aggregate

• E-commerce industry, tech-stack and knowledge of subscriptions

• Experience with spearheading large scale initiatives that impact multiple teams

• Expertise dealing with unexpected issues with out-of-the-box solutions

• Established techniques in working with cross-functional peers to achieve company-wide objectives 

• Ability to work remotely and desire to make an impact at a high growth company

• Bachelor's degree or equivalent experience desired 

Your impact

As a Senior Customer Success Manager at Handshake, you are responsible for ensuring our education partners are healthy, happy, successful, and retained. You will create repeatable and reusable tactics for driving engagement across our university partners' teams. 

In this critical role, we are seeking an individual with a wealth of experience as a customer success manager to manage our most strategic partnerships. Given the rapid pace of our expansion, we require someone who not only possesses a deep understanding of how to create and maintain strong partnerships but has a proven track record of successful market growth in tech. 

To succeed in this role, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy on the opportunities you come across, having accountability and being open to new challenges are essential to our continued success. There is an opportunity to make a real impact here!  If you are driven and hungry for a challenge to help us on our mission to help students fulfil their career dreams, then we can’t wait to meet you!

Your role

• Relationship Management - Owning the core and executive relationships for our key strategic partners. Having a proactive approach with partners and regularly meeting them to understand their current state and how to help them achieve their goals through Handshake - you are willing to try new and innovative ways in order to achieve this 
• Renewals and expansions - Building trust and advocacy with partners which ultimately leads to driving retention. Driving the plan of action internally and externally for key partners
• Owning Customer Journey - act as the main point of contact for your partners, which means you will be accountable for the entire partner lifecycle, from onboarding and implementation to adoption and optimization - knowing when to bring other team members in and working with the support team on improving processes for the day to day questions 
• Internal Collaboration - Communicate key updates to the wider team, secure opportunities for success stories, and collaborate with sales and product teams for effective partnership differentiation and enhancement. As you can see this role will involve wearing multiple hats but also will give you exposure to grow in multiple areas!
• Product Knowledge -Demonstrate a deep understanding of the Handshake product and the ability to consult using best practices and learnings from managing university partners. Expand product adoption, and drive value for university partners. Staying on top of the roadmap and identifying opportunities to excite partners about our vision
• Product Adoption and Best Practices -Expand and deepen product adoption, creating strong action plans with university partners on leveraging our platform to drive student and employer engagement. Actively learn and understand the career services space as well as awareness of student and employer priorities, consulting with partners on adapting workflows to achieve success with the Handshake product.
• Partner Success, Health, and Retention - Track subjective health assessments and collaborate with Handshake’s Product Teams to address partner needs promptly and to escalate key product developments. Utilising data reporting and dashboards to understand trends and take appropriate actions for maintaining account health Ownership of a Region- Acting as the primary liaison between the company and partners in that region by providing crucial insights to internal teams. As we are scaling and we are learning as we are growing in these regions and in this role, you will be responsible for sharing insights through managing your partners to ensure the success of the region
• Mentorship - provide coaching and guidance to junior colleagues and to act as a role model to the team - you will be the one Senior CSM in the team and so it is key that the team can see what “exceptional” looks like and to act as the go to person when support is needed on escalations and pushing internal initiatives
• Customer On-sites - you will be traveling to Universities and so it is key that you will be comfortable with running partner on-sites to hold key milestone meetings and to build relationships with the wider team. This is also a good opportunity to engage with students to see the impact Handshake is having.

Your experience

• An established Customer Success professional (5+ years of experience) who finds satisfaction in helping your partners achieve their goals and helping your team grow.
• Proven experience with SaaS - It’s a bonus if you know the startup space, and can pre-empt the bumps in the road ahead as we scale
• Excellent communicator - written and verbal and also experience with running presentations to key decision makers
• You get energy from being in high pressure situations and fast growth, with the ability to build repeatable, scalable processes
• Ability to prioritise workload while maintaining high attention to detail
• Confident with data reporting and analysing to tell stories and to spot trends 
• Highly curious with high level of intellectual curiosity - you see an opportunity and you act on this! 
• Ability to think critically and empathetically about the customer’s needs
• Add value to a team environment by demonstrating enthusiasm and a collaborative spirit
• Adaptable to evolving business needs and willingness to contribute to process improvement 
• Fluent in written and spoken German and English (Frenchn is a big plus) 

As a Mid-market Customer Success Manager, you'll partner with our mid-market employer partners to ensure they achieve their hiring goals, drive adoption across recruiting teams and make sure they are creative and strategic with early talent hiring. 

You will create repeatable and reusable tactics for driving engagement across our employer partners' teams, which could include everything from training, to webinars, to email nurture, to product hooks. You'll be the voice of the customer both quantitative and qualitative to rally the necessary people and highlight success.

You'll report to the Director of Customer Success, working closely with sales, marketing, product management, and data analytics to make improvements constantly within and across accounts. Through these cross-functional efforts, you’ll achieve world-class customer satisfaction, generate case studies, and drive our business through premium renewals and expansions.

Your Role:

• Own the core relationship with our mid-market employer partners
• Evolve the customer journey for our mid-market employers
• Help scale internal processes to support hundreds of premium employers
• Synthesize voice of customer from qualitative and quantitative feedback to drive future product enhancements and features

Your Experience:

• 2+ years of experience in Consulting, Account Management or Customer Success managing a portfolio of 70+ customers 
• Experience with SaaS.
• Able to drive customer adoption and value consultation with multiple senior stakeholders.
• Able to translate business goals into outcomes and build a process that aligns with customer needs.
• Does not get frustrated easily by lack of internal processes.
• Adds value to the CSM team through their energy and enthusiasm.
• Has a high level of comfort facilitating meetings and delivering product trainings with external customers. 
• Has a high degree of collaborative spirit.
• Has a high degree of technical aptitude.
• Provides process improvement solutions to create team efficiencies.

Compensation Range:

• $115,000 - $135,000 (80/20 split)

*Must be willing to work a hybrid schedule from our SF or NY office- 3 times a week (Monday, Wednesday, Thursday) 
*Must be willing to travel up to 20% of the time. 

Our mission is to democratize opportunity for students everywhere.We believe that every student should have an equal opportunity to build a meaningful career regardless of where they go to school, what they major in, or who they know.  

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.

What does the Manager of Strategic Customer Success on the Employer Team do at Handshake?

We’re looking for a Manager of Strategic Success to join our Employer Customer Experience Team - working with F500 employers across the nation to influence and expand their early talent recruiting strategy.  You will serve as a key leader for the Strategic Segment of existing partnerships. You’ll work closely with the team to ensure they achieve their goals, build relationships with executives, expand their presence as thought leaders and drive customer retention and expansion from onboarding through renewal.   

You’ll be instrumental in building and leading a world class Customer Success program for the category leading platform. This high-impact role combines equal parts people management, sales, relationship management leadership and customer satisfaction. The ideal candidate has a proven record of success managing revenue carrying individual contributors in SaaS technology company.   

Your Role

• Lead a high-performing team of Strategic Customer Success Managers: hire, develop, inspire, motivate and empower the team to successfully achieve our client’s goals while also striving to reach our organization’s retention and revenue growth targets (e.g. NDR) 
• Mentor and assist team with account planning, metrics pacing, renewals, identifying upsell opportunities, managing churn, and forecasting 
• Effectively track business progress to goals - adoption, usage, product penetration and overall satisfaction (NPS)
• Develop relationships with senior stakeholders of our largest customers, navigate complex situations, engage in multi-threading to new lines of business and subsidiaries 
• Synthesize the voice of Strategic customers from qualitative and quantitative feedback, share with leadership and cross-functional partners (e.g. input into Product roadmap)
• Understand market trends and keep up-to-date with the latest developments and discussions impacting the industry
• Work closely with cross functional partners (like Marketing, Product, Sales Ops) to meet client’s objectives, while also positively impacting the CSM function

• Present to the Executive Team on a consistent basis
• Front line people management including coaching, performance management, career development and skills development

What we look for 

• 7+ years in SaaS enterprise and strategic customer success, and/or post-sales experience
• 5+ years leading high-performing teams, working with Fortune 200 companies
• Strong track record of success with your own book of business, and regularly hitting individual and team goals
• Experience creating and influencing value narratives including ROI, product value and thought leadership all coupled with data storytelling
• Experience influencing renewal proposals/recommendations, forecasting, and account planning
• Experience with an evangelical sale, selling non-discretionary software to executives at Fortune 500 companies
• Excellent communication skills, polished, professional sales presentation skillsAnalytical mindset with a methodical data-driven approach to identifying challenges, creating solutions and measuring impact
• Ability to think systematically, proactively identify gaps, build infrastructure, processes, and tools to drive efficiency and streamlined operations
• Organized with systems and efficiency to create scalable solutions vs manual work
• You thrive in a fast paced environment, appreciate and demonstrate flexibility as needed
• You react gracefully under pressure
• You’re a do-er with a bias towards action and creative problem-solving

Compensation range

• $200,000 - $220,000 OTE (80/20)

Overview

Smartling is seeking a Customer Success Manager for a remote, work from home position. As a Customer Success Manager at Smartling, your goal will be to ensure positive customer health and retention. You will be responsible for ensuring that your customers rapidly adopt and deeply leverage the Smartling solution, and meet their business goals while doing so, from on-boarding and throughout the customer lifecycle.  You will partner closely with other Smartling teams such as Sales, Marketing, Professional Services, and Product to ensure customers achieve their objectives and realize significant value from using our platform. We are a fast-moving company looking for energetic candidates to grow and develop alongside us. 

Smartling was founded 14 years ago to make localization and translation seamless. Today, Smartling is profitable and backed by Battery Ventures, a global technology-focused investment firm, supporting company growth and expanding our market share and leadership position. We are the only cloud-based, AI-enabled translation platform that combines a Neural Machine Translation Hub and professional language services empowering teams to collaborate in real-time to create experiences customers love.

You Will

On-boarding: 

• Take a leading role in ensuring that customers are successfully onboarded to Smartling in accordance with their success goals
• Provide training and education throughout the onboarding process, and work closely with team members to ensure project timelines are met

Customer Communication and Education:

• Develop communication cadence with your customers on product and industry updates that impact your customers’ global content activities and objectives
• Assess customer requirements, resolving problems, anticipating future needs, and generally serving as the customer’s voice within Smartling
• Oversee the customer’s implementation of localization best practices to ensure you help the customer drive incremental value and return investment

Customer Retention and Growth:

• Develop and implement an effective account planning strategy for your book of business to ensure retention, product adoption and growth through collaboration with other team members
• Establish trusted advisor relationships with all major stakeholders within your assigned book of business, such that all activities are closely aligned with the customer’s business strategy, allowing the full potential of their Smartling solution to be realized
• Manage the renewal process for a portion of your book of business, and have a clear focus helping your customer's expand their customer's use cases with Smartling 

Demonstrating Value:

• Lead business review meetings to continuously articulate the value of Smarting and customer’s performance against goals, to encourage adoption and expansion across the customer’s organization
• Facilitate business process optimization workshops and enjoy participation in Smartling events for customer marketing activities

You Have

• Minimum 3 years of experience in a B2B customer success/client services/account management role 
• Ability to manage multiple customer relationships with many internal and external stakeholders, project manage, set priorities and stay organized
• Experience managing contract renewals and up-sells
• Experience working in a role that required you to stay calm in the face of technical and/or customer challenges
• Proven ability to network and manage relationships across many different functions within a global customer organization
• An aptitude for digesting and effectively communicating technical concepts across audiences of varying technical ability
• Business acumen and experience leading and preparing customer presentations/meetings including working with and manipulating data for value driven presentations
• Bachelor’s degree or equivalent work experience
• A home office setup conducive for working remotely, and ability to work effectively as a remote team member*

Preferred but not required

• Experience with translation, localization, and internationalization processes
• Knowledge of the SaaS business model and experience supporting SaaS solutions for midmarket and enterprise business customers
• An understanding of modern software development processes like continuous delivery

You Are

• Results-focused.Center on professional and personal growth.
• Enthusiastic.A fun and energetic co-worker.
• An analytical thinker.“If there is a problem I have a solution” attitude.
• Strategic.Translates high-level strategies into practical implementation strategies.
• A Leader.Proactive and will use excellent judgment when dealing with issues.
• Customer-focused.Passionate for client success at all times.
• Detail-oriented.Supremely well organized with attention to detail.
• A Team Player. Ability to work effectively and cross-functionally within all levels of management, both internally and externally.

You Will Enjoy

• Freedom ???? - we are remote first
• Growth  - an opportunity to learn and advance your career
• Wealth ????- we offer a competitive salary and 401(k) + company match
• Wellness - health insurance; free medical plan for you and your family
• Balance - flexible PTO + 11 holidays; generous parental leave
• Culture ????- an energetic, value-driven, and fun culture and team spirit
• Bonus - employee referral program and apple equipment

Smartling is proud to be an equal opportunity employer. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, skills, and experiences.

We use E-verify platform for the work authorization verifications.

The US national total pay range for this role is $85,000 - $105,000, including variable incentive component. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed.

To all recruitment agencies: Smartling does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias or Smartling employees. Smartling is not responsible for any fees related to unsolicited resumes.

*To work from home, you must have a strong internet connection, quiet space, and a professional (distraction and clutter-free) background.

 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%

** Candidates must live an Eastern Time Zone (  Connecticut, Delaware, Florida, Georgia, Indiana, Kentucky, Maine, Maryland, Massachusetts, Michigan, New Hampshire, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, South Carolina, Tennessee, Vermont, Virginia, and West Virginia).**

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 $140,000 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.

Customer Success Manager

About Shipwell

At Shipwell, we empower supply chain efficiency and service effectiveness at scale. The Shipwell platform includes capabilities previously out of most shippers' technical reach and affordability today. Our solution combines everything shippers need, from transportation management and visibility to procurement, in a comprehensive, easy-to-use platform. It will adapt and scale as market and business demand change, allowing shippers to operate, manage, and optimize the shipping process seamlessly. Industry experts have recognized Shipwell's traction in the market and have differentiated Shipwell as a leader in the logistics industry. Awards include Gartner Magic Quadrant for TMS 2024, 2023, 2022, 2021, Food Logistics’ 2022 Top Software & Technology Providers, and FreightWaves’ FreightTech 2022 and 2021 Awards for Innovation and Disruption in Freight Industry. Shipwell was also named the fourth fastest-growing company in North America on the 2021, 2022, and 2023 Deloitte Technology Fast 500 and Forbes 2020 Next Billion-Dollar Startup.

Our Culture

Shipwell is a fast-paced, high-energy start-up that strives to build the future of shipping every day. Diversity of thought and cross-department collaboration is very important to us. We deliver open, honest, careful communication and work as hard as we play. We create & deliver solutions that are revolutionizing the industry, which brings excitement and purpose to our work. If you are looking for a place that will help you tap into your best work-self and give you hands-on experience building something big, then we invite you to come and build the future of shipping with us! 

About the Role

As a Customer Success Manager you will be a trusted advisor to build relationships with customers and help them navigate from onboarding through renewal.  You will focus on driving adoption comprehension, resolving complex customer-related software issues, and utilization of Shipwell products and services.

What you’ll do when you get here:

• Build a trusted relationship with customers to include customer satisfaction, product support, and positive overall account health
• Optimize customer utilization of the Shipwell platform to enhance their comprehension of ROI
• Provide customers with a clear understanding of the value Shipwell has created and present opportunities that will drive further value 
• Challenge the status quo and present ways to improve internal and external processes, routines, and workstreams 
• Collaborate with internal resources including Sales, Professional Services, and Product Management to positively maintain customer health
• Collect customer feedback and relay it to the Product and internal teams to continually enhance the user experience
• Troubleshoot and triage customer-reported issues by utilizing product expertise and working with internal stakeholders to resolve these issues efficiently  
• Address product-related questions from customers through clear and timely communication and build out a repository of accessible customer-facing resources to address future inquiries 
• Work with Sales on renewal follow-up and customer business reviews
• Becoming a Shipping Hero by building deep knowledge of both the features and functionality within Shipwell products, and of the processes and operations within customer organizations

What you need to have:

• Proven track record of building deep customer relationships and aligning executives between companies
• 3+ years of key account portfolio management where you successfully retained, expanded and upsold through joint strategic planning
• 3+ years in a Transportation-related background is required, with a focus on Transportation Management Systems (TMS) 
• Experience in a client service-related position with strong verbal and written communication skills on an enterprise level 
• Experience helping users adapt to transportation-related products
• Demonstrated customer service and problem-solving skills
• Strong time management, prioritization, and organizational skills, with attention to detail and the ability to meet tight deadlines.
• Confidence and motivation to creatively solve problems
• Self-motivation, team-orientation, adaptability, and can work with a high degree of ambiguity
• Willingness to learn, multitask, manage multiple concurrent projects, and work in a fast-paced agile environment.

What is Preferred:

• 2+ years of experience in a SaaS organization conducting operations and or support-related activities
• Comfortable working in a matrix organization
• Proficient in Google Suite applications, Salesforce, Jira, Confluence, and Intercom
• Preferred Bachelor’s degree 

Why Shipwell:

• Enjoy working remotely with the added perk of a home office reimbursement
• Unlimited Paid Time Off (PTO)
• A robust healthcare package that includes medical, dental & vision benefits, short-term and long-term disability, AD&S coverage, and flexible/health savings accounts
• 40K program where Shipwell matches up to 4%
• A yearly learning and development budget
• Subsidized internet, cell phone, fitness, and educational reimbursements
• Virtual team-building events where fun and connection take center stage 
• Join a vibrant, inclusive workplace shaped by friendly, talented individuals
• Receive a technology package including a MacBook Pro
• Employee Recognition Program to celebrate and incentivize hard work and success!

The Salary Range for this role is between $75,000 to $90,000/year. Compensation is based on a number of factors including market location, job-related knowledge, skills, and experience. 

Shipwell is an equal opportunity employer and welcomes all qualified applicants regardless of race, ethnicity, religion, gender, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law. We celebrate diversity and believe that experience comes in different forms. Diversity in our team makes for better problem-solving, more creative thinking, and ultimately a better product and company culture.

Even more important than your resume is a clear demonstration of impact, dedication, and the ability to thrive in a fast-paced and collaborative environment. Shipwell strives to have an inclusive work environment; so if you are hard-working & good at what you do then please come as you are.  We want you to contribute, grow, & learn at Shipwell.

We are looking forward to adding new perspectives to our team!

For more information about Shipwell visit shipwell.com, or connect with us on Twitter @shipwell, LinkedIn, and Facebook.com/Shipwellinc

SUPERHUMAN ????

We exist so that professionals end each day feeling happier, more productive, and closer to achieving their potential.

Today we are…

• The fastest email experience in the world
• Loved and adored: see what our customers say

Our customers get through their inboxes twice as fast; many see inbox zero for the first time in years.

Come shape the future of email, communication, and productivity!

BUILD LOVE ????

At Superhuman, we deeply understand how to build products that people love. We incorporate fun and play; we infuse magic and joy; we make experiences that amaze and delight.

It all starts with the right team — a team that deeply cares about values, customers, and each other.

CREATE MASSIVE IMPACT ????

We're not solving a small problem, and we're not addressing a small market. We're going after email; the one activity that consumes more of our work day than any other.

Our ambition doesn't stop there. Next: calendars, notes, contacts, and tasks. We are building the productivity platform of the future.

DO THE BEST WORK OF YOUR LIFE ????

We have created the frameworks for how to build product market fit and redefined the narrative of how to onboard customers successfully. We have shown the world it’s possible to build a premium productivity brand. Our investors include Andreessen Horowitz, First Round Capital, IVP, Tiger Global Management, Sam Altman, and the founders of Gmail, Dropbox, Reddit, Discord, Stripe, GitHub, AngelList, and Intercom.

This time, we’re swinging beyond the fences and fundamentally rethinking how individuals and teams should collaborate. We are building a household brand and a worldwide organization. We are here to do the best work of our lives, and we hope you are too.

As a Senior Customer Success Manager, you'll work with the Customer Success team to build strategic relationships with our Enterprise customers, develop repeatable processes and best practices, and ensure Superhuman has excellent customer satisfaction, retention, and expansion.

ROLE ????????‍????????‍????

Own the end-to-end Customer Journey:

• Manage a dedicated book of business consisting of Enterprise & strategic managed accounts including pilot conversion, onboarding, ongoing success, and renewal
• Onboard key contacts (leaders) from your new accounts by setting objectives that teach new customers the core product functionality. Level up existing customers with advanced product training
• Partner closely with Account Managers on prioritized accounts to ensure that customers achieve product activation and usage
• Identify and build relationships with product champions and users (especially power users) to drive product adoption

Build Customer Success Best Practices:

• Define, develop, and deliver playbooks & offerings to encourage adoption and prevent churn
• Improve internal playbooks and workflows by providing best practices that help to improve product adoption
• Identify low utilization accounts and provide solutions to drive product activation and usage
• Maintain healthy customer delight rates, referral rates, and retention levels

Advocate for the Customer

• Identify risks to customer retention and employ strategies to remove roadblocks and deliver success
• Interpret customer insights to drive product improvements and act as the voice of the customer to Superhuman's Product team
• Act as a trusted advisor to ensure that customers are fully leveraging Superhuman to achieve agreed upon objectives and priorities
• Maintain an understanding of the Superhuman product and the productivity industry to drive greater customer engagement on the most relevant features/functionality for their specific business needs

SOUND LIKE YOU? ????

• Experience: You have 3-5+ years of experience in Enterprise Account Management and/or Enterprise Customer Success
• Asynchronous Communicator: You’re effective across various mediums (especially Slack, notion, and email) and can produce and consume detailed written materials as needed without sacrificing speed. You respond quickly and thoughtfully to unblock others and speed things up.
• Relationship Builder: Ability to grow and nurture strategic relationships with external stakeholders at the executive level of large organizations
• Strategic: You have experience gaining a deep understanding of customer’s business goals and building strategies to support those outcomes
• Trusted Advisor: Advocates for the customer and provides clear pathways to success that are simultaneously appropriate for the customer and the customer’s long term relationship with Superhuman.
• Growth Mindset: You embrace challenges, welcome feedback, and see effort as the path to mastery. You believe that you and others can always learn and grow.
• Start-to-Finish Ownership: Acts with 100% responsibility for their own outcomes as well as the outcomes of the company.
• Cares deeply, challenges directly: Discusses and debates ideas openly. Focuses on the customer and business ‘so what’ and challenges stakeholders to take impactful action.
• Location: We're open to you from a home office anywhere in the United States.

SALARY INFO ????

The Sr. Customer Success Manager role may span a range of experience and expertise. Through our interview process, we will review your background, local market data, and use a mix of technical and qualitative assessments to determine where you fall in our range. We will talk about compensation in our first conversation and be transparent throughout the process about which level we think is the best match for you in our organization.

Our starting salaries for this role range from $130,000 - $170,000. The salary range does not reflect total compensation, which includes base salary, benefits, and company stock options.

We are open to hiring for this role anywhere in the US.  We take a locally informed approach to compensation, and our range is inclusive of starting salaries in different geographies.

BENEFITS ????

Taking Care of Your Future ????

• Medical, dental, and vision insurance: 100% coverage for you and 75% coverage for all your dependents.
• Voluntary insurance: short-term disability, long-term disability, and life insurance.
• 401(k) plan (we match 75 cents per dollar, up to 4% of your salary).
• Free access to Northstar, a financial wellness platform that provides financial advisors + personal finance tools.

Generous Time Off ????

• Enjoy our generous and flexible Paid Time Off (PTO) policy, with our amazing team members taking an average of 20 days per year.
• 13 additional company holidays, plus your own Care Days, Flexible Holidays, and a company-wide Winter Break.
• Generous parental, caregiver, healthcare, and compassionate leave policies.

Investing in Your Growth ✍️

• $3000 per year towards your professional development.
• Free access to Calm and Taskhuman.
• Allyship education program to help build your best self.

Setting You Up For Success ????????‍????????????‍????

• Custom MacBook Pro.
• $1000 budget for workstation setup.
• $260/month for your lunches, groceries, or whatever nutrition you need to stay fueled up!
• Flexible spending accounts for commuter costs, dependent care, and healthcare expenses.

At Superhuman, we value diversity. We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

As a Principal CSM, you will be responsible for the success of Signifyd’s most complex and strategic accounts. You will own the relationship across the entire customer journey, ensuring the customer’s seamless transition onto the Signifyd platform and driving optimal outcomes for the customer within core products utilized. You will collaboratively build and execute a long-term growth plan both internally and with the customer. The right candidate leverages their strong business acumen in order to deeply understand their customers’ business objectives and jointly build a long-term strategy with the customer. Success in this role requires an expert relationship builder who can align stakeholders at the highest levels of the customer organization and internally in order to execute on delivering desired outcomes.  

Activities & Responsibilities:

• Own the end to end customer relationship, ensuring seamless onboarding, optimal performance for the customer and strategic alignment between Signifyd and the customer
• Identify, establish, and build deep relationships with current and potential senior stakeholders within your accounts
• Plan and execute discovery, change management, and strategic alignment sessions with internal Signifyd teams and customer stakeholders
• Leverage knowledge of the Signifyd platform, industry trends and customer objectives to develop long-term growth plans as a strategic partner. 
• Ensure swift resolution of account issues by leveraging resources from cross-functional teams, while being the voice of the customer
• Embody Signifyd values and serve as a role model for other team members
• Develop collateral and effectively convey the value of the Signifyd partnerships via business reviews with client executive teams
• Understand your customers’ pain points, initiatives and business goals and identify how Signifyd can partner to achieve their goals
• Partner closely with Marketing to develop your key stakeholders into advocates
• Build relationships to help expand Signifyd’s footprint in the organization as well as identify upsell, cross-sell and other growth opportunities
• Engage and host executive onsites at customer and partner events

Requirements for position:

• Experience - 5+ years of success in senior roles in enterprise SaaS deployment and/or program management for large, complex, and strategic customers is required. Prior work experience as a Senior Program Manager or Senior Engagement Manager focused on cloud and software/services solutions preferred. Background in payments, fraud, and/or e-commerce industries preferred.
• Leadership - This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations. The Principal CSM must display leadership with Signifyd, customer and partner teams who may be engaged in the delivery of complex solutions for overall customer success.
• Relationship Building - Proven track record of building relationships with senior customer executives in large or highly strategic accounts. Experience managing various stakeholder relationships to generate consensus on solutions/engagements required.
• Sales Acumen -Ability to diagnose customer pain points and consult on potential solutions to drive upsell opportunities. Own full-cycle expansion opportunities with Signifyd clients to hit annual bookings targets.
• Program Management - Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required. The Principal CSM will be accountable for the development and execution of the shared merchant plan, including the operational health of the customer solutions deployed today and in the future.
• Collaboration and Communication - Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (CxO, Senior Executives, Day-to-Day Operations Team).
• Technical - Knowledgeable and experienced in designing, developing, deploying and supporting complex cloud technology solutions. Experience leading large technology programs that involve multiple areas, multiple stakeholders, are high risk, and are highly visible. 

#LI-Remote

Benefits in our US offices:

• Discretionary Time Off Policy (Unlimited!)
• 401K Match
• Stock Options
• Annual Performance Bonus or Commissions
• Paid Parental Leave (12 weeks)
• On-Demand Therapy for all employees & their dependents
• Dedicated learning budget through Learnerbly
• Health Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Account (FSA)
• Short Term and Long Term Disability Insurance
• Life Insurance
• Company Social Events
• Signifyd Swag

We want to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.

Overview

The Customer Success Department at Recharge is looking for a New York City-area Customer Success Manager who is driven, resourceful, and will use their consultative, critical thinking, and people skills to support our Recharge Merchant customers. The Customer Success team is critical to the success of our business, and by working with a portfolio of high-performing merchants, you will make an immediate impact by building long-term relationships and helping them drive business results.

Please note: While Recharge Payments is a remote-first company, we are looking for this person to be able to go into our New York City hub on a hybrid basis (3 times a week) and be able to meet with merchants in person on a regular basis.

What you will do:

• Live by and champion our values: #accountability, #collaboration, #iteration, #details.
• Partner with our customers to understand their business objectives and goals, products purchased, challenges, technology stack, and more to ensure retention or contract renewal.
• Own the success of a book of business heavily aligned to the New York City area.
• Build upon your knowledge of their business to lead strategic conversations regarding data insights, KPIs, value, and overall success with Directors and C-level customer stakeholders, with the ability to attend and host in-person business meetings to accomplish this.
• Leverage your customer relationships and product knowledge to ensure product adoption and generate upsell opportunities that support our customers’ growth.
• Leverage Salesforce data and other analytics platforms to build a deep understanding of your BoB’s business health and use that data to identify and resolve potential risks.
• Engage in quarterly business reviews with customers, often in person, to build and continually update mutual success plans that align business goals to an effective growth strategy.
• Attend 1-3 local NYC-based events each quarter hosted by Recharge or our partners.
• Through a consultative approach, be an advocate for support and product needs.
• Act as an internal advocate for our merchants by collaborating cross-functionally to voice their critical business needs and deliver solutions.
• Maintain clean data within our internal CRM and other systems to ensure that Recharge’s leadership team has accurate information to review.

What you’ll bring:

• 3-5 years minimum of experience in eCommerce, either at a brand or managing accounts at a SaaS company.
• 1+ years of experience leveraging CRM tools, ideally with direct Salesforce and Gainsight experience.
• Experience in a customer-facing role with accountability for contract renewals.
• Proven success using data and analytics to create practical insights to build customer strategic plans.
• Excellent communication skills that can apply at all levels of organizations, especially C-level.
• Intermediate technical aptitude with the ability to navigate conversations around complex technical concepts.
• Excellent resourcefulness and an ability to prioritize competing requests from customers while partnering internally with stakeholders to ensure success.
• Ability to work in New York City on a hybrid basis and desire to make an impact at a high-growth company.