Our Guiding Stars are the values at the heart of our organization that drive everything we do. We are committed to creating meaningful change not only in our industry but also in the communities we engage with. If our Guiding Stars resonate with you, we encourage you to consider joining our team.

• Drive Results: We think big, work smart, and execute fast to transform the future of commerce
• Cultivate Belonging: We welcome diverse backgrounds and experiences, driving positive change through inclusion and teamwork
• Champion Customers: We go the extra mile for our customers to help them unlock their full potential
• Adapt Boldly: We’re curious and innovative, we take risks and grow from our failures

The Opportunity:

We are looking for a new addition to our Customer Success team in London or Berlin to work with our customers to thoroughly understand their business and needs and help them maximize the value from commercetools. 

As our Senior Customer Success Manager, you will bring the voice of the customer back to the business and act as the intermediary between the customer and commercetools. You will engage across internal teams like Sales, Support, Product, and Marketing, while also working closely with senior customer stakeholders and their various business units. You will nurture and strengthen customer relationships and take responsibility for your customers’ desired short- and long-term business outcomes to deliver on ROI and generate ongoing, meaningful business value.

This role offers a hybrid work environment with three days a week in our local office.

Your Mission:

• Create and maintain a diverse set of relationships across customers in various industries, being chiefly responsible for positioning commercetools as a trusted strategic partner
• Manage a multimillion-euro book of business with high-value customers while understanding their strategic goals and  taking an active role in helping them accomplish these
• Identify business opportunities and pursue customer growth as well as support retention goals through the delivery of value 
• Partner with customers to create Strategic Customer Account Plans to accelerate their commerce targets with value at the forefront, supported by success metrics and clear governance processes
• Facilitate business reviews with decision-makers and business champions, where we demonstrate the value realized, codify corrective action plans where necessary, and plan for partnership growth
• Research customer industries to provide strategic insights and recommendations that align with customer goals. Establish yourself as a consultative partner, offering advice and insights to steer customers towards successful outcomes
• Build and foster relationships with senior executives in business, product, engineering, finance, and IT in partnership with the Account Executive and team
• Educate and help customers understand the business value of new features in line with their business cases
• Maintain a real-time understanding of your customers and their adoption of our platform – Collecting and communicating customer input and requirements for new features to our Product team 
• Act as an intermediary and orchestrate internal teams and motions across your account portfolio. In particular, you will work in lockstep with our Implementation Success team to unlock value quickly, our Expert Services team to deliver continuous improvements, as well as our Renewal Managers to ensure successful renewals 
• Act as an extension of the CS Leadership team, delivering on strategic initiatives and projects to propel the CS function and business forward

What you need to succeed:

• 5+ years experience in either a Customer Success, Technical Consulting, Training, or Pre-sales role within a SaaS environment
• Recent and relevant retail or e-commerce experience is required (ideally having been part of a commerce re-platforming previously) including high-level technical knowledge of e-commerce solutions 
• A confident and empathetic communicator in English with excellent presentation skills and a high degree of customer orientation
• A strong blend of business and technical knowledge to work with a variety of customers and stakeholders
• Willingness to travel (approx. 30%)
• A structured and proactive working style with the ability to work both independently as well as part of a cohesive team
• Team player who enjoys working in an international and growing tech/software environment with distributed team members across the globe
• Ambitious with an appetite for continuous improvement

Nice to have:

• Familiarity with similar e-commerce solutions
• Fluency in a European language

We care about your growth and well-being

???? Competitive Compensation Package:Generous compensation structure consisting of salary, a competitive stock option package, and various benefits and perks

☀️ Workation: Work up to 60 days per year in a country different from your home country, with 20 working days per trip

???? Learning & Development Budget

????Academy:Regular training sessions, access to Coursera and Babbel training courses

???? Our Benefits:Check them out by office here

⌚️Flexibility:Morning person or night owl? We believe in outcome and motivated employees

???? Mindset & Growth:A diverse workplace with an open, international culture, and learning environment

Come grow with us!

We are all different and that is what makes us stronger! We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company better.

commercetools celebrates being adiverse environmentand is proud to be anequalopportunityemployer. If your professional profile aligns with our specific hiring requirements and Guiding Stars, we encourage you to apply. We will assess your competencies, future potential, approach to learning and self-development and passion, and not your age, color, national origin, religion, gender, gender identity or expression, sexual orientation, familial status, genetics, or disability.

What we want to accomplish and why we need you

Suki is a leading technology company that provides AI voice solutions for healthcare. Its mission is to reimagine the healthcare technology stack, making it invisible and assistive to lift the administrative burden from clinicians. Its flagship product is Suki Assistant, an AI assistant that uses generative AI to automatically create clinical documentation by ambiently listening to patient-clinician conversations. Suki helps clinicians complete notes 72% faster on average, assists with other tasks including coding and answering questions, and generates incremental revenue for organizations, delivering a 9X ROI in year 1. Suki also offers its proprietary AI and speech platform, Suki Platform, to partners who want to create best-in-class ambient and voice experiences for their solutions.  Clinicians that use Suki already spend over 70% less time on administrative tasks, and we’re striving to do even better. Come and join us! 

We are a user-driven company and are committed to making sure every pixel of our product is in service of the doctors. We’re a team of technologists, clinicians, and industry experts working together to push the limits on technology used in medicine. We’re confident enough to move fast and talented enough not to break things. Check out this short video to learn more about our mission and our culture.

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.

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

Travel: You are willing to travel extensively (up to 50% on average, as needed) across the US to deploy our products.

Prior consulting experience is preferred and is considered a plus.

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 the Next Big Thing in Tech, by Comparably for the Best Leadership Team, by Frost & Sullivan for a Technology Innovation Leadership award, just to name a few.
• 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, Hedosophia and others. With our $165M raised so far, 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 become the voice 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 our users says about how Suki has helped given her a sense of balance.
• 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 $135,000 - $165,000 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.

About Us

CipherHealth is an award-winning digital patient engagement company committed to enhancing communication and coordination throughout the care continuum. Since 2009, CipherHealth has helped define the patient engagement category, delivering groundbreaking tools and superior services to help health systems deliver patient-centric, quality care that improves clinical outcomes, drives operational efficiency, and creates sustainable financial value through a full suite of communications solutions.

CipherHealth’s automated, scalable platform empowers healthcare organizations to drive meaningful conversations among patients, provider staff and caregivers, regardless of care setting, thereby achieving new standards for patient care and accelerating the digital transformation of the industry. 

Customer Success Operations Manager

CipherHealth is looking for a Customer Success Operations Manager with 4-6 years of experience in a high growth and fast-paced SaaS environment. You will own the development, implementation, change management, and ongoing scaling efforts of the CS organization, including the alignment of work across the Customer Success sub-teams of professional services, support, analytics, and customer success managers. Key areas of responsibility will include operational ownership of renewals, cross-team alignment of processes, playbook development, measurement and management of customer satisfaction initiatives, and the development of training and enablement functions.

Key Responsibilities include but are not limited to:

• Define systems and processes that drive productivity, efficiency and visibility across the entire Customer Success organization. This includes the support of both strategic planning, tactical execution, and data analysis. 
• Execute optimization and scaling initiatives to support and enhance the customer experience including monitoring and analyzing key data points that drive decision making
• Provide project leadership to implement new software solutions, train the team on new technologies, and drive adoption of solutions.
• Work cross functionally with the Senior and Executive leadership teams to manage and evolve the customer success processes.
• Renewal records management and oversight of the retention forecast.
• Develop and execute renewal strategies.
• Support the continued evolution of playbooks across customer segments.
• Ability to own, manage, and execute renewals including cross-functional work with Sales, Implementation, Customer Success, and Finance teams.
• Collaborate with Customer Success Managers on account planning and aligning executive business reviews (EBRs) to the customer journey with new opportunities to grow the relationship.
• Support Customer Success team in identifying, managing, and mitigating account risk in support of renewing accounts.
• Drive adoption of Salesforce.com and Gainsight platforms, including reporting and dashboards for key business measures and performance.
• Customer Satisfaction measurement and service recovery efforts.
• Support development and execution of training & enablement for Customer Success in partnership with Growth Enablement Team
• Drive data projects such as the connectivity of Salesforce, Gainsight, and Snowflake, as well as developing the appropriate dashboards to enhance performance visibility and decision making

Qualifications:

• 4-6 years of Customer Success Operations Management
• Project Management experience
• Experience reviewing and supporting SaaS contracts
• Highly energized team player
• Experience and comfort in a dynamic, rapidly growing organization
• Proficient in Salesforce
• Preferred proficiency in GainSight, Snowflake, and SQL, with a strong ability to create reports, dashboards, and advanced queries.
• Intermediate to advanced competence with Microsoft Excel
• Excellent verbal and written skills
• Bachelor’s degree or equivalent work experience

 Knowledge, Skills and Abilities:

• Customer-focused and passionate about outcomes
• Proven track record of working collaboratively, being agile, and resourceful
• Prior Customer Success experience
• Track record of successfully building and implementing CS training programs
• Ability to cultivate positive cross-functional working relationships
• Ability to write complex queries in SQL
• Excellent communication skills, including writing, proof-reading skills and speaking
• Strong interpersonal skills, including, but not limited to demonstrating patience, flexibility, consideration, diplomacy, tact, confidence
• Process orientated and workflow optimization minded
• Ability to prioritize, schedule and organize work using proven project management practices and principles

Don’t meet every single requirement?

At CipherHealth, we believe every candidate is unique and are dedicated to building an inclusive workplace. If your past experience doesn’t align with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate!

You will never be asked to conduct a text message interview, submit payment or share financial information to participate in our interview process. All emails from CipherHealth will come from "@cipherhealth.com" email addresses. Any emails from other email addresses are scams. If you suspect that you've been contacted by a scammer, we recommend you cease all communication and contact the FBI Internet Crime Complaint Center. If you'd like to verify the legitimacy of an email you've received from CipherHealth recruiting, forward it to careers@cipherhealth.com.

How We Invest In You

• Compensation: Base salary of 125,000 - 135,000K plus variable pay and equity
• Healthcare that begins on your first day:
  • Generous company-funding of our health, vision, and dental plans (most individual plans are of no cost to you for the monthly premium)
  • HSA/FSA plans
  • Short and Long-Term Disability
  • Life and Personal Accident Insurance
  • $40 monthly wellness stipend you can use towards any wellness, fitness, and wellbeing purchases
  • Weekly virtual yoga classes
  • Employee Assistance Program (EAP)
  • Adoption Assistance
• Retirement: 401(k) at three months of employment — with a match upon enrollment!
• Time away:
  • Discretionary PTO + 13 paid holidays
  • Parenthood: Competitive paid parental leave and flexible return to work policy
• Recognition:
  • Generous Employee Referral Program - earn cash for each employee referral that is hired
  • Yearly Cipher-versary stipend
  • Ci-Phives - receive public kudos and gift cards from peers and managers
• Culture:
  • CARE2 Values
  • Bi-Weekly All Hands Meetings
  • $40/employee monthly “Fundowment” for team bonding events
  • Employee Resource Groups such as Rainbow Room and BIPOC Group
  • Yearly donations to organizations that contribute to a more equitable world
  • Weekly Lunch & Learns and robust onboarding / training programs
  • Remote-first team: $50 per month reimbursement in your check for WFH expenses
  • You’ll receive a new Macbook laptop, other hardware, and company swag upon hire

• establish that they have received the “designated vaccine(s)“; or 
• obtain an approved exemption as an accommodation.

As an Enterprise Customer Success Manager, you will be critical in ensuring our largest customers are successful. You will own our rapidly growing high value customer base and define some of the core processes for this new segment. You will play a vital role in the customer journey as the customer's main advocate and advisor, influencing product roadmap, company priorities as well as customer's account admins, end users, and decision makers.

✨ Your Role

• Onboarding Expert: Partner closely with Account Executives and Solutions Engineers to provide a smooth handoff experience as accounts graduate from Prospect to Customer. Manage internal and external counterparts to ensure kickoff and implementation goals are met, and ROI achieved within expected timeline.
• Customer Lifecycle + Renewals Management: Continue partnering closely with sales to maintain updated renewal and upsell account plan strategies, with a focus on customer retention. Define goals, action plans, playbooks, and key metrics based on each customer’s objectives, and regularly review progress with the customer and CS leadership. Develop supporting programs aimed at driving usage and satisfaction throughout the customer lifecycle, ensuring retention. Monitor and own customer health metrics to proactively identify the most high-potential areas of opportunity + risk.
• Face of Lumos: Develop a trusted advisor relationship with key stakeholders and executive sponsors across all relevant teams within a customer’s organization through interactions on a regular basis, timely resolutions, and purposeful meeting agendas. Develop collateral + conduct quarterly business reviews across multiple stakeholder levels (ie C-Suite, VP, Director, Champion, Owner, etc) that highlight impact, reflect their unique business goals, and drive mutual success plans for ongoing engagement.
• Voice of the Enterprise Customer: Work closely with cross-functional teams to influence our product roadmap and marketing investments. Use customer feedback and identified trends to act as the link between customers and engineering - sharing customer insights to remove roadblocks, influence the product roadmap, and drive adoption. Provide feedback and guidance to leadership on key signals, Identify customer challenges and risk areas, working closely with other Lumos teams including Support, Solutions Engineering, Product, and Sales to proactively develop solutions and avoid churn.
• Trusted Advisor: Leverage your product expertise to provide consultative guidance on Lumos best practices and their overall technology strategy. Demonstrate and promote the latest features and capabilities Lumos is releasing, ensuring customers are using key product features to improve success. positioning and recommending product features and best practices to accelerate customers time to value and growth. Guide how customers can drive business outcomes using technology across all platform products.
• Process Building: Contribute to the scalability of the customer success team through documentation and process optimization. Lead strategic, cross-functional internal initiatives such to drive increase in customer experience and foster a company-wide culture of customer obsessions.

???? What We're Looking For:

• 7+ years of experience in a Customer Success Manager role or similar
• 3+ years of experience supporting Enterprise customers
• Strong customer-facing and relationship building skillsets
• Ability to communicate technical details to a non-technical audience
• Experience working closely with technical customers ex. Security leaders, Security Architects, Engineers and Dev-Ops teams
• A demonstrated customer-centric approach and drive to take ownership of resolving customer issues

???? What We Value

We also care about whether you would be a good fit for Lumos based on the values and characteristics that define how we achieve outcomes, not just your resume. 

Thank you for considering Lumos, we hope to hear from you! ????

????Pay Range

$160,000 - $205,000.  Note that this range is a good faith estimate of likely pay for this role; upon hire, the pay may differ due to skill and/or level of experience.

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success and reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. 

Overview:

 We are seeking a strategic and results-driven Senior Customer Success Manager to partner with LivePerson's enterprise customers. In this role, you will leverage critical thinking and a deep understanding of our solutions to help customers achieve their business objectives. You’ll craft tailored strategies to drive adoption, usage, and measurable value, ensuring customers realize the full potential of LivePerson's platform.

As a trusted advisor, you will build strong, impactful relationships with key stakeholders, positioning yourself as a valuable partner in their success. Collaborating closely with account teams, you will contribute to renewal and expansion efforts, helping to deliver exceptional gross and net retention outcomes.

This role is pivotal to LivePerson's success and reports directly to the Vice President of Customer Success.

You will: 

• Drive growth by identifying upgrade opportunities and generating new revenues with existing customers.
• Develop relationships to serve as a trusted consultant with customers to optimize their online engagement strategy. ‘
• Recommend best practices and MBO, 
• Responsible for developing customer success plans that align with overall business objectives, while defining key strategies and tactics to drive customer outcomes
• Comfortable translating financial terms into return on investment (ROI) for our customers
• Responsible for adoption and stakeholder management.
• Understand how to build and present a LivePerson success story using data and insights.
• Drive and own the QBR in partnership with the cross functional team and the stakeholders.
• Understand and adapt to LivePerson's ongoing product and technology developments.
• Manage multiple cross-product opportunities and projects.
• Monitor usage and product adoption, proactively contact clients upon low usage and deliver coaching/training to improve their utilization.

You have:

• Tech savvy with good analytical and presentation skills.
• 6+  years experience in international B2B customer facing positions with a proven record of becoming a  trusted advisor
• A strong understanding of businesses and digital trends.
• Experience working with cross functional teams (Account Executives, Technical Account Manager)and taking the team and be proactive,preemptive
• Customer oriented and excellent communication skills.
• Proven experience in customer facing roles, via telephone, web and face to face.
• Understanding of e-commerce business needs.
• Experience in working with multiple stakeholders (Product management, procurement, legal etc) and community influenced, comfortable with running the user product groups, workshops etc.
• Ability to think and act independently 
• Curiosity & resourcefulness to understand brands internal process.
• Contact Center and ecommerce experience is beneficial
• Proficient in English

Benefits: 

• Health: medical and mental.
• Time away: vacation, holidays, and care days.
• Financial: Superannuation, ESPP and group life insurance.
• Family: parental leave.
• Development: Generous tuition reimbursement and access to internal professional development resources.
• Additional: Exclusive perks and discounts.
• #LI-Remote

Why you’ll love working here:

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

Belonging at LivePerson:

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

Overview

Recharge is looking for an experienced Customer Success Manager to support our merchants with consultative guidance, product expertise, and growth recommendations. The Customer Success Manager is critical to the success of our business and by working with a portfolio of merchants, you will make an immediate impact by building long term relationships with key stakeholders and helping them to drive business results utilizing subscriptions. 

As a Customer Success Manager, you will be responsible for developing and maintaining relationships with some of our most strategic merchants. The primary objective of the role is to act as an extension of your merchants, helping them to grow their businesses through adoption of Recharge features and best in class application of our platform and subscriptions. You will align with your merchants’ strategic goals and help build solutions for their businesses through our suite of products - designed for long term success. 

Note: if you are based in Lehi, Utah, Toronto, Ontario or Santa Monica, California, this role would be hybrid (2-3x a week in your respective office). If you are based elsewhere, this role would be remote.

What You'll Do

• Take ownership of your portfolio of merchants by developing relationships with all key stakeholders, understanding and supporting them to meet their goals, and providing consultative strategy to aid in their growth

• Own the renewal of your merchants’ contracts and ensuring your merchants are getting value from the platform and understand that value ahead of their renewals

• Drive merchant adoption of new Recharge features and functionality to create and further innovate on superior customer experiences

• Develop a deep understanding of Recharge’s core functionality and newest products to be able to advise merchants on usage, best practices, and implementation of applicable unused features 

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

• Act with a sense of urgency to aid in resolution for merchant issues

• Serve as an escalation point to resolve issues and needs, enabling Recharge usage to be more efficient, faster and seamless

• Work alongside peers to crowdsource, creatively problem solve and deliver best in class service to our merchants 

• Proactively participate in virtual and in-person meetings with merchants

• Deliver on-going Business Reviews to portfolio of merchants

• Have comprehensive knowledge of your portfolio and be able to report on key metrics and updates

What You'll Bring

• Ability to work at least 2-3 days/week in one of our offices (Santa Monica, Lehi, or Toronto) if you're based in one of these areas

• 3-5 years minimum of experience managing enterprise SaaS accounts in a fast paced technology driven company

• Experience offering consultative, white glove support to accounts

• Experience managing accounts within e-commerce and a passion for the industry

• Excellent relationship management, communication and negotiating skills

• A sense of urgency and desire to go above and beyond to provide solutions for our customers

• Resourcefulness: you'll figure out what needs to be done and find ways to make it happen

• Desire to make an impact at a high growth company

• A practical approach to address unexpected issues with out-of-the-box solutions

• Great oral, written, and interpersonal communication skills and the ability to communicate to both technical and non-technical audiences

• Highly proficient with MS Excel, CSV 

• Bachelors degree or equivalent experience desired

SMB CSM

Who We Are 

Cobalt was founded on the belief of a fundamental human aspiration: the desire to live better and safer. It all started in 2013, when our founders realized that pentesting can be better. Today our diverse, fully remote team is committed to helping organizations of all sizes with seamless, effective and collaborative Offensive Security Testing that empower organizations to OPERATE FEARLESSLY and INNOVATE SECURELY.

Our customers can start a pentest in as little as 24 hours and integrate with advanced development cycles thanks to the powerful combination of our SaaS platform coupled with an exclusive community of testers known as the Cobalt Core. Accepting just 5% of applicants, the Cobalt Core boasts over 400 closely vetted and highly skilled testers who jointly conduct thousands of tests each year and are at the forefront of identifying and helping remediate risk across a dynamically changing attack surface.

Cobalt is an Equal Opportunity Employer and we strive to build a diverse and inclusive workforce at our company. At Cobalt we aspire to engage with diverse individuals, communities, and organizations in order to continue to nurture our unique rich diverse culture. Join our team, and be your true self to do your best work. 

Description

We are looking for a top customer success manager to join our SMB team and help Cobalt's customers build and grow successful security testing programs. We are looking for someone super smart who can take ownership and be a builder! The candidate will be interfacing with C-level executives both internally and externally.

What You'll Do

• Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, driving increased growth, and satisfaction
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
• Develop, prepare, and nurture customers for advocacy
• Build successful security testing programs for our customers
• Act as the voice of the customer internally to advocate customer’s needs
• Monitor day-to-day service execution and customer satisfaction
• Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
• Manage annual renewal process for customers to assure uninterrupted product use. 
• Work to identify and/or develop upsell opportunities
• Program manage account escalations
• Interface with internal and external C-level executives 
• Team directly with Sales to build a great customer experience

You Have

• 3 - 5 years of work experience in Customer Success and/or Account Management
• A commercial, consulting mindset
• Project/program management experience
• Experience working with Salesforce
• Multi-tasking skills and the flexibility to adjust to changing priorities on-the-fly
• Strong written and verbal communication
• Familiarity working with Enterprise level clients
• Prior experience working in a very detail oriented and analytical environment 
• Prior experience closing sales deals and speaking with C-level executives
• Drive, no one needs to push you to excel; it’s just who you are
• Eagerness to learn, adapt, and perfect your work; you seek out help and put it to good use
• A  strong desire to help and serve our customers: They win, so you win

Bonus If You Have

• Previous experience in SaaS and/or cybersecurity
• Previous experience with preparing and delivering Executive Business Reviews

Why You Should Join Us

• Grow in a passionate, rapidly expanding industry operating at the forefront of the Pentesting industry 
• Work directly with experienced senior leaders with ongoing mentorship opportunities
• Earn competitive compensation and an attractive equity plan
• Save for the future with a 401(k) program (US) or pension (EU) 
• Benefit from medical, dental, vision and life insurance (US) or statutory healthcare (EU)
• Leverage stipends for:
• Wellness
• Work-from-home equipment & wifi
• Learning & development
• Make the most of our flexible, generous paid time off and paid parental leave 

Pay Range Disclosure(For US openings only)

Cobalt is committed to fair and equitable compensation practices. The salary range for this role is ($75,000 - $94,000) per year + equity + benefits. A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, and certifications.  The salary range may differ in other states and may be impacted by proximity to major metropolitan cities. 

Cobalt (the "Company") is an equal opportunity employer, and we want the best available persons for every job. The Company makes employment decisions only based on merit. It is the Company's policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws and providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Cobalt is an E-Verify employer. E-Verify is an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA). It allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States.