Customer Success Manager - Enterprise - Q1 27

Flexible position with option to work In-person (in San Luis Obispo, CA, Denver, CO, Nashville, TN, Salt Lake City, UT, or Jackson Hole, WY) or fully remoteLarge equity stake + competitive salary + benefitsWill work directly with the VP build the CS function from ground upFull-cycle customer success including onboarding, implementation, expansion, and retentionOpportunity in proven, de-risked market - founders' first company in this space acquired for $90M+ by SurveyMonkeyWho We're Looking ForYou have knowledge, experience and/or interest in working with and for customer marketing/advocacy teams, product marketers, and content marketersYou are passionate about evangelizing the customer marketing/product marketing spaceYou are empathetic and highly driven to make customers successfulYou understand how customer pain points can help drive product development and business growthYou have excellent project management and communication skills, and are confident juggling many high priority customersYou're highly adaptable, easily acclimating to a growing startup environmentYou have a growth mindset and view setbacks as learning opportunities, not failuresYou're excited to create, shape and improve new processes and workflowsYou've built Customer Success/Account Management playbooks or processes in both 1:1 and 1:many motionsYou'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 alikeWe'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.ResponsibilitiesBe the primary point of contact for new customer implementations, including managing various stakeholders, client expectations, scope, and success criteriaDrive onboarding by running training sessions for end users across marketing, sales enablement, and content to ensure they see maximum value out of UserEvidenceLearn the product inside and out to be a trusted advisor to our customersDrive adoption, retention, and expansion for existing client baseIdentify new expansion and cross-sell/upsell opportunities, partner with Sales counterparts to close renewal dealsProactively identify customers who aren't maximizing their usage and create action plans to reach successFind repeatability in processes and build documentation to help scale the CS/AM functionBuild 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 feedbackSkills and Experience3-5 years experience in a customer-facing role, ideally in a B2B SaaS startup environmentExperience 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 alikeStrong empathy and ability to connect with others and understand their situationIntellectual curiosity - you have the ability to create, understand systems, and experiment/tinker to figure out better ways of doing thingsCompetitive comp, bonus, and equity plansFlexibility to ber in person (in San Luis Obispo, Nashville, Denver, SLC, Jackson Hole) or fully remoteHealth+Dental+Vision Insurance for you (and any dependents)Incredible training and career growth opportunity