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.

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 Europe. This person will lead a team of Customer Success Managers who are the link between customers and the most modern commerce products. 

As a senior member of the customer success management team, you will work closely with leaders in support, product development, and sales teams to develop proactive and value-focused plans for our customers.  You will be playing a key role in the strategic direction, evolution, and performance of this function at commercetools.

This role will require an in-office presence three days per week.

Your Mission:

• You will lead, develop, and mentor a team of  best-in-class CSMs and  ensure that they are set up for success and are developing in their roles
• You will provide leadership and set clear performance goals, provide ongoing feedback, and implement coaching strategies to drive team success. As part of this, you will own your team’s success plans, metrics on renewals, up-sell/cross-sell, and time to value.
• You will be responsible for the overall health of your portfolio by taking control of your customers and internal data, using this to identify, forecast, and mitigate risks as well as secure expansion proactively 
• You will ensure that your team takes a programmatic approach to customer success ensuring that CSMs are strategic, seen as trusted advisors and proactively guide  our customers to value and optimize this long-term
• You’ll think strategically, operate with excellence, and strive for continuous improvement working closely with leadership to execute against our CS strategy with a focus on customer value, improving health scores, driving adoption, and maximizing ROI. This will take the form of playbooks, operational process creation, metrics definition, enablement plans, etc.
• You will support your CSM, Renewal reps, and Sales colleagues in the contract renewal process identifying and nurturing expansion opportunities
• You will build trusted advisor relationships at senior levels in your team’s key accounts, helping to ensure retention, uncover opportunities for growth and constantly identifying opportunities to further drive value
• You will act as  a point of escalation internally and externally should any challenges arise and see those through to a successful resolution

What you need to succeed:

• Strong leadership and people management skills with 2+ years experience running teams and nurturing talent professionally
• Considerable experience in Customer Success roles and exposure to working with large enterprise clients
• Experience in change management and executing and operationalising transformation projects 
• A blend of business and technical knowledge to support different types of customers
• You will be adept in managing smaller teams to achieve common goals
• An ambition to grow your team in their roles and capabilities
• Excellent communication and presentation skills
• Willingness to travel up to 30% of the time

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  

???? 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.

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 Australia 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-term and long-term business outcomes to deliver on ROI and generate ongoing, meaningful business value.

This role will require an in-office presence three days per week 

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-dollar book of business with high-value customers while understanding their strategic goals and taking an active role in helping the customer achieve them
• Identify business opportunities and pursue customer growth, support retention goals through the delivery of value, and support Sales teams when needed 
• 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 Product, Support, and Expert Services teams 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 solid technical knowledge of e-commerce solutions and familiarity with MACH-based composable 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, and the ability to answer semi-technical, product-related implementation questions 
• Willingness to travel (approx. 20%) and work flexible hours to accommodate customer and internal team time zones
• The ability to work effectively autonomously using a structured, proactive approach, within a cohesive, geographically distributed 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
• Background in e-commerce product development and/or delivery management
• Background in e-commerce agency, consulting, or a similar SaaS vendor

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  

???? 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.

Sr. Manager Customer Success

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 Senior Manager of Customer Success to help us scale, mentor, and manage our Customer Success Team.

What You'll Do

• Effectively manage a team of Customer Success Managers. This includes providing training, development, and professional growth opportunities for your reports 
• Enable the team to drive customer health scores, product adoption, and playbooks for customer touch points and business reviews
• Support ongoing team growth and development, including recruiting, hiring, training, and mentoring
• Partner with Sales, Marketing, Product, and Operations to drive cross-functional strategic initiatives
• Exceed all performance targets, including NPS, net dollar retention, maintaining high retention and growth rates
• Collaborate closely with go-to-market team and support renewals and expansion opportunities
• Participate with the extended CSM Management team to develop and refine standard methodologies
• Ensure communication, reporting and operational activities are handled in a consistent, timely, accurate manner internally and externally
• Serve as an escalation point for customer issues ensuring issues are resolved quickly
• Develop and execute an automation and programs driven strategy for our tech-touch customer base

You Have

• 5 years of previous experience directly managing a team of Customer Success Managers 
• A global mindset and welcome working with teams across geographies. You can make your team look good and help them overcome challenges
• The ability to deliver quality at speed and thrive in a high velocity environment. You like that we have hundreds of clients and many more feature requests. You handle uncertainty well and are excited about the enormous influence you will have on your team. You present complex technical challenges so that everybody can understand
• Grit and a hunger to constantly learn. You don’t give up. You might not have any security experience - but you learn super fast 
• You are energized by Cobalt’s opportunity and growth and want to have an equity stake in Cobalt.io

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 ($100,000 - $135,000) 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.

About OnsiteIQ:
OnsiteIQ is a leading construction intelligence platform that leverages cutting-edge technology to transform how construction projects are managed and executed. Our innovative platform utilizes AI-powered visual data to provide real-time insights, streamline workflows, and enhance decision-making for construction professionals. With a commitment to revolutionizing the construction industry, OnsiteIQ is looking for a talented Enterprise Customer Success Manager to join our team and play a critical role in delivering exceptional value to our enterprise-level clients.

Position Overview:
As an Enterprise Customer Success Manager at OnsiteIQ, you will be responsible for ensuring that our enterprise clients derive maximum value from our construction intelligence platform. This role involves cultivating deep, strategic relationships with key customer stakeholders and working closely with internal teams to ensure a seamless delivery of both the SaaS product and operational services. You will serve as the trusted advisor, overseeing complex portfolio rollouts, driving customer satisfaction, and ensuring successful outcomes across multiple touchpoints.

Your focus will be on managing high-touch, high-value accounts, and you will leverage your project management skills to guide customers through all stages of their journey, from onboarding to ongoing support and growth.

Key Responsibilities:

• Customer Relationship Management:

  • Build and maintain strong, long-lasting relationships with senior stakeholders at enterprise-level customers, including decision-makers and key influencers.
  • Understand the unique goals, challenges, and objectives of each enterprise customer to ensure that OnsiteIQ’s solutions are meeting their needs.
  • Serve as the main point of contact for strategic initiatives and foster customer loyalty through personalized, high-touch service.

• Onboarding and Implementation:

  • Lead the onboarding process for new enterprise customers, ensuring smooth, seamless transitions to the OnsiteIQ platform, including coordination with internal teams and field representatives.
  • Collaborate with the implementation team to define clear milestones, set expectations, and ensure that each customer’s setup is tailored to their specific needs.
  • Travel required for strategic initiatives including onboarding for certain enterprise accounts. Travel expectations may vary, but can be as often as once per month (15%). 

• Project Management and Execution:

  • Oversee complex, multi-phase portfolio rollouts for enterprise clients, ensuring timely delivery, proper resource allocation, and quality of service throughout each project lifecycle.
  • Manage coordination between cross-functional teams, including sales, product, support, and field operations to ensure seamless execution and customer satisfaction.

• Account Growth and Retention:

  • Identify opportunities to expand accounts through upselling and cross-selling additional OnsiteIQ products and services, leveraging a deep understanding of the customer’s business goals.
  • Proactively drive customer success by working to ensure customers are continually realizing value from the platform, ultimately leading to improved retention and renewals.
  • Work closely with Account Executives in the sales organization to drive upsell and expansion. 

• Customer Advocacy:

  • Cultivate and encourage customer advocacy through excellent service and outcomes.
  • Solicit feedback to ensure customers are satisfied with the platform and operational services, and share success stories internally to influence product and service improvements.

• Issue Resolution:

  • Act as the key escalation point for any customer inquiries, issues, or conflicts, collaborating with internal teams to resolve challenges quickly and effectively.
  • Provide guidance and best practices to mitigate future problems and ensure customer satisfaction.

• Data Analysis and Reporting:

  • Monitor and analyze customer engagement, platform usage, and overall health metrics, identifying trends, and providing actionable insights.
  • Prepare regular reports for both customers and internal teams to track progress, usage, and areas for improvement.

• Product Feedback:

  • Gather and relay customer insights regarding platform functionality, service needs, and market trends to inform product development and operational enhancements.
  • Champion the voice of the customer within the organization to drive continuous product and service improvements.

Qualifications:

• Bachelor’s degree in business, construction management, project management, or a related field.
• Proven experience in customer success, account management, or project management with a focus on enterprise-level clients, ideally in the SaaS or construction industry.
• Strong project management skills with experience overseeing complex, multi-faceted customer initiatives.
• Exceptional communication and interpersonal skills, with the ability to manage relationships at all levels of the organization.
• Solid understanding of CRM software (e.g., Salesforce) and project management tools (e.g., Asana, Jira).
• Ability to analyze customer data to identify insights and areas for improvement.
• Self-starter with a proactive, solution-oriented mindset and a passion for customer satisfaction.
• Experience with or understanding of operational services, including field teams, is highly preferred.

Benefits:

• Competitive salary and performance-based bonuses.
• Comprehensive healthcare benefits.
• Professional development opportunities.
• A collaborative and innovative work environment.
• The opportunity to make a significant impact on the construction industry.
• Flexible PTO.

At OnsiteIQ, we value diversity and inclusion, and we are committed to creating an equal opportunity workplace. We encourage candidates from all backgrounds to apply.

If you are a customer-focused professional with a passion for revolutionizing the construction industry and have the expertise to manage complex enterprise-level accounts, we would love to hear from you. Join us at OnsiteIQ and be a part of transforming the future of construction intelligence.

Your impact

Reporting to the Director of Customer Success and Operations, you'll partner with our Enterprise employer partners to ensure they achieve their hiring goals, drive adoption across recruiting teams and ensure they are seeing value in the Handshake product. 

As an Enterprise Customer Success Manager, you will be a strategic partner and long term point of contact for our employer partners. Your primary goal will be to establish and nurture relationships with senior stakeholders, align on employers’ business objectives and set-up key workflows and processes based on the unique needs of the employer. 

The ideal candidate has a proven track record of quickly building relationships and trust, effortlessly pivoting from strategic to tactical, and being a project management powerhouse.

Your role

• Own the core relationship with Handshake’s most strategic customers (Fortune 50, 100, 500) across seniority levels and European markets.
• Own the core relationship with Handshake’s most strategic customers (Fortune 50, 100, 500) across seniority levels and European markets.
• Effectively renew, upsell and cross-sell an assigned book of business of existing premium employer partners
• Identifying opportunities and initiatives that will improve our Customer Success activities and processes resulting in better customer health, higher retention and expansion rates
• Learn your book of business inside and out to effectively position Handshake’s value proposition, always linking it back to key business issues of the customer
• Evolve the customer journey, helping scale internal process to support hundreds of premium employers.
• Synthesize voice of customer from qualitative and quantitative feedback, share with leadership and cross-functional partners
• Provide expert consultation and training to employer partners on early talent, Handshake best practices and workflows
• Work closely with cross-functional partners like Sales, Success, Account Management, Support, Education/University partnerships team, Marketing, Insights, Product, User Research, Enablement, RevOps, etc

Your experience

• Fluent in English (French / German good to have) 
• 4+ years of experience in Customer Success or Account Management - managing complex Enterprise and/or Strategic accounts. 
• Experience owning a book of business, managing renewal and upsell processes
• You have a track record of excellent executive-level communication skills with customers and internal stakeholders
• You are a flexible and creative problem solver: You are scrappy, curious, and can wear different hats to make things happen
• You bring a data-informed approach to their work; able to communicate outcomes in a compelling and tangible way to employers
• You’ve demonstrated strong project management and time management skills - ability to stay organized and manage multiple projects simultaneously
• You’re eager to roll up your sleeves and make things happen with a bias for action 
• Experience with SaaS.
• Able to translate business goals into outcomes and build a process that aligns with customer needs

Your impact

We’re looking for a Manager of Enterprise Success to join our Employer Sales Team - working with top employers across the nation to drive their early talent recruiting strategy.  You will serve as a leader for the Enterprise Segment of existing partnerships, reporting to the Senior Director of Customer Success. You’ll work closely with the team to ensure they achieve their goals, build relationships with executives, 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 companies.

Your role

• Lead a team of 6-8 Enterprise Customer Success Managers to successfully achieve our client’s goals while simultaneously carrying a team quota to reach our organization’s revenue goals
• Drive team to meet & exceed quarterly NDR and logo retention quotas
• Effectively tracks progress to goals - adoption, usage, and overall satisfaction (NPS)
• Maintain relationships with executives at our largest partners  
• Assist team with renewals, identifying upsell opportunities and managing churn
• Act as the direct supervisor of a team of Customer Success Managers, leading them to achieve personal development goals and grow within the organization
• Build and maintain a library of training materials to onboard and develop team members
• Synthesize the voice of Enterprise customers from qualitative and quantitative feedback, share with leadership and cross-functional partners. 
• Leverage data and feedback for client reporting and informing the 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, Finance, Sales Ops) on materials and initiatives that impact CSM function
• Work closely with cross functional teams to ensure client objectives are met and value is delivered via our product
• Monitor customer engagement and progress to goals. View customer satisfaction as a top priority
• Mentor, assist with account planning, performance management, metric pacing, pipeline generation, and forecasting for all team members

Your experience

• 5+ years’ SaaS enterprise CSM and/or post sales experience
• Minimum of 3+ years managing a team of individual contributors
• Proven track record of success with your own book of business, and regularly hitting individual and team goals
• Experience preparing renewal proposals, forecasting, and account planning
• Experience with an evangelical sale, selling non-discretionary software to executives at Fortune 500 companies
• Experience building process, identifying gaps and executing on relevant initiatives
• Experience using usage, data and results to demonstrate value  
• An impeccable communicator with polished and professional sales presentation skills
• Desire to think analytically with a methodical approach to identifying challenges and measure impact, including the ability to use data to support strategy and create a story
• Ability to think systematically, identifying and building infrastructure, processes, and tools to drive efficiency and streamlined operations
• 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

• $184,500 - $205,000 OTE (80/20 split)

Available Locations: Sydney, Australia

About the Department

Customer Success Managers, Account Executives, Business Development Representatives, Solution Engineers, and Sales Operations - all working together help our customers adopt Cloudflare and create great Internet-enabled experiences.

The sales team at Cloudflare helps customers solve real, technical problems while creating the revenue streams that help the company provide free service to millions in our community.

What you'll do

You will be responsible for ensuring the success of Cloudflare’s Enterprise customers and managing all of their post-sale experiences with your key objective being to ensure account renewals and growth. You’ll bring strategic relationship-building and account planning expertise, a strong background in managing and exceeding sales quotas, organizational and problem-solving skills, poise and experience in presenting to and meeting with customers — both in person and via web-meeting technologies — as well as a high degree of empathy, perseverance and product knowledge to ensure the customer’s adoption and satisfaction with Cloudflare’s services. You’ll utilize your extensive project management and decision-making skills, allowing you to balance the needs and requirements of your portfolio of customers with the commercial realities of supplying Cloudflare’s services. 

As a trusted advisor, you will maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs. You are ultimately responsible for the retention of your book of business; this is driven through demonstrating the value the products and services provide to the customer’s business via regular formal reviews.

Additional responsibilities will include:

• Manage the customer life cycle including account renewal
• Work with your account teams to plan and execute long term success plans to facilitate retention and growth via product and new business unit expansion
• Develop and maintain long-term relationships with key stakeholders in your account portfolio
• Work cross-functionally with Product, Engineering, Support, Marketing and other teams to resolve customer business issues and work towards their stated goals
• Manage customer feedback and product needs through detailed feature requests to relevant internal teams
• < 25% travel within Australia and New Zealand regions

Examples of desirable skills, knowledge and experience

• Bachelor's degree required. Masters is a plus
• 5+ years of experience in a Customer Success/Account Management or Solution Engineering role, servicing enterprise accounts
• Strong understanding of computer networking and “how the internet works”
• Experience in cloud security industries and/or with public sector customers is a significant plus
• Experience with project management, account portfolio planning and prioritization
• Ability to prioritize, multi-task, and perform effectively under pressure
• Strong phone and interpersonal communication skills (verbal and written) as well as organizational and problem-solving skills
• Track record of successful planning and execution of executive engagements, including Executive Business Reviews
• Understanding of application, server, and network security is a plus

The role: 

• As a member of our Customer Success team, the Mid-Market Customer Success Manager will be the go-to partner for district leaders and manage a portfolio of our mid-market accounts. 
• Reporting to the Sr. Manager, Mid-Market Customer Success, you will work with districts to identify their goals and intended use with Newsela, and will build out a partnership plan to achieve those goals.
• You’ll leverage data, our tech stack, and customer insights to drive company results in product adoption, renewal, and expansion. 
• You will also manage customers as they go through the Newsela Customer Journey, and will ensure they have the necessary support and resources at each step in the process to create an exceptional experience from the pre-sale team introduction throughout the full lifecycle.
• You will partner closely with our Professional Learning team to ensure professional development training is meeting the specific needs of your clients.

Why you’ll love this role:

• You’ll have the opportunity to directly influence how district administrators engage with Newsela.
• You will get to represent the future of education, enhance how districts and teachers engage with students, and provide time-saving approaches that allow educators to design customized learning for different levels of learners. 
• You will build partnerships that are outcome oriented and always focused on achieving client success criteria while making Newsela an embedded part of a district’s curricular strategy.
•  Your work will directly impact the expansion and adoption of Newsela products in K-12 classrooms nationwide, and will ultimately help bring engaging, culturally responsive learning content to students and teachers.

Why you’re a great fit:

• You have 3+ years experience managing a portfolio of accounts in EdTech and have demonstrated the ability to drive revenue through growth, retention, and expansion.
• You are meticulous about understanding your clients’ goals and are their biggest advocate in ensuring they achieve them.
• You are experienced in client success planning, and are able to ask discovery questions, actively listen, and synthesize client goals.
• You leverage your strong product knowledge and regional expertise with your relationship building skills to make yourself a trusted partner that clients love working with.
• You have a mastery in strategically planning and executing your client interactions, regularly checking the pulse and proactively reaching out to them to ensure satisfaction and renewals.
• Gainsight and Salesforce (SFDC) experience is a plus.
• Experience owning renewals as a CSM at an EdTech company is strongly preferred.
• This role requires PST or Central working hours. 

Compensation:
Base salary: $75,000 - $80,000
On-target commission: $20,000
On-target earnings: $95,000 - $100,000

Total compensation for this role also includes incentive stock options and benefits. 

About Newsela:

Newsela takes authentic, real world content from trusted sources and makes it instruction ready for K-12 classrooms. Each text is published at five reading levels, so content is accessible to every learner. Today, over 3.3 million teachers and 40 million students have registered with Newsela for content that's personalized to student interests, accessible to everyone, aligned to instructional standards, and attached to activities and reporting that hold teachers accountable for instruction and students accountable for their work. With over 15,000 texts on our platform and multiple new texts published every day across 20+ genres, Newsela enables educators to go deep on any subject they choose.

Why you’ll love working at Newsela:

• Health & Wellness:Access to the world’s leading medical experts for healthcare (pets included!). Discounts and resources to stay healthy: mind, body, and soul.
• Work From Home:Almost all of our roles are fully remote - tech stipend included!
• Supporting ALL Families: Supplemental programs and time off to take care of your family and yourself.
• Time Off:Flexible PTO to recharge, including Sabbatical Leave
• Inclusive Experiences:Robust DEIB curriculum, Identity & Experience Groups (Affinity Groups + Employee Resource Group), Authentic & Transparent conversations with Executive Leadership Teams, and integration of DEIB lens across Talent lifecycle processes.
• Professional Development:Holistic Learning & Development Programs that enable meaningful & inclusive experiences, programs that build future-focused competencies, cohort & community learning sessions that foster a sense of belonging, and individual development plans aligned with your personal and professional aspirations to turn goals into reality.
• Make A Difference:No matter your role or department, the work you do each day helps share the future of education and improves the lives of students and teachers.

Disclaimer: Please be aware of recruitment phishing scams affecting Newsela and other employers. Newsela does not use third party services for full time hires. Our recruiting emails will come from an @newsela.com email address. You can reach out to jobs@newsela.com if you have concerns about the legitimacy of an email sent by or on behalf of Newsela’s talent acquisition team. Newsela will never ask for financial or banking information from candidates, nor will you be asked for any type of payment as part of consideration for employment with Newsela.

Teaching kids to think critically and communicate effectively has never been more important, and NoRedInk helps students become better writers in more than 60% of U.S. school districts. NoRedInk is investing in our post-sales customer team and ensuring we are delivering value to our districts.  

In this role, you will:

Lead and mentor a Team

• Manage a team of CSMs, ensuring they have the tools and resources to hit their core KPIs
• Set clear performance expectations, provide regular and actionable coaching, and leverage performance data to proactively manage the team.  
• Maintain (continually hire for) a high-performing team with accountability to their individual and team performance.  Celebrate and reward top performance and provide performance management when necessary.
• Inspire collaboration across customer-facing teams, ensuring that the CS strategy is aligned with the company strategy.

Customer Implementation Strategy

• Develop the team to identify key stakeholders on the district implementation team.
• Ensure the team has processes in place to effectively lead Implementation Kickoff meetings that identify district implementation plans and ensure clear expectations for the school year implementation.
• Lead the team to assess data and identify gaps in implementation within district accounts.
• Create and lead the team to execute engagement strategies that lead to breadth and depth of product usage.
• Create product adoption strategies that align product adoption with district outcomes.

Process Improvement

• Identify and implement best practices to scale customer success operations across our Mid-market and Enterprise teams. 
• Continuously improve workflows, training materials, and customer resources to drive efficiency and effectiveness.  

Customer Advocacy

• Represent the CS team at the company level at client meetings and industry events.
• Monitor client satisfaction levels and take proactive steps to address any concerns or issues, serving as the point of escalation for serious issues.
• Work cross-functionally and represent the voice of our users internally with our product and marketing teams to relay and address trends in the market that are impacting implementation.  Partner to ensure a high-quality and seamless client experience.
• Partner with our support team leader to ensure we are proactively addressing key customer issues that could be impeding implementation

About You:

• You've led a Customer Success team for mid-market and enterprise-level clients, preferably in the ed-tech industry.
• Knowledge of the education technology market and its challenges, including having K-12 district-level contacts, is necessary for this role.
• Data-driven and high ownership of success metrics
• History of team goal attainment and utilizing proven data-informed methodologies, processes, and tools to track performance
• Experience with leading change in meaningful product adoption and creating strategies that lead to adoption outcomes
• Highly disciplined approach to people management with strong leadership and team management skills
• Analytical mindset: regularly uses data to inform decision-making.
• Customer-focused and dedicated to delivering exceptional service
• Bachelor's degree in business, education, or a related field; MBA or advanced degree is a plus.

What NoRedInk Offers:

• A competitive salary and equity package in a well-funded startup with strong product-market fit
• Excellent health, vision, and dental benefits (U.S. Only)
• 100% remote work environment
• Flexible PTO and paid parental leave
• 401(k) (U.S. Only)
• LinkedIn Learning subscription with unlimited access to thousands of expert-led online courses
• Team retreats and events to connect with fun, talented coworkers
• The ability to help millions of students and teachers and address a critical societal need

About NoRedInk:

NoRedInk helps students in over 60% of US school districts become better writers. Our deeply engaging, adaptive curriculum personalizes exercises to kids' interests, guides them through the writing process with instructional support, and boosts their skills through targeted practice. Students have completed over 10 billion exercises on our site, and our mission is to help all students harness the power of the written word.

Check out our press page, including our 2-minute pitch on NBC and articles in The Washington Post, Wall Street Journal, and Forbes.

NoRedInk believes that diversity and inclusion among our teammates is critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. At NoRedInk, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law. 

Compensation at NoRedInk is robust and includes a full range of benefits, flexible PTO, monthly co-working stipends, an initial home-office set up stipend, and generous equity. Our salary ranges are based on factors such as expectations as laid out in the job description, location-specific market data, internal parity, and the experience and skills of individual candidates. Therefore, the on-target earnings, including the base and bonus, are $140,000 and account for a variety of locations and skills/experience.  Please know that if you are invited to speak with a recruiter at NoRedInk, they will have an open discussion about compensation during your first call to ensure alignment. 

*Note: Agencies or other third-party recruiters may not submit unsolicited candidate resumes or their information to any NoRedInk employee, including a NoRedInk Recruiter, unless a contract is signed and you are given permission by the Talent Acquisition team to work on a job opening.

Vidyard empowers every sales rep to perform like a top performer by bringing the power of personalized video outreach at scale. Through scalable solutions like AI Avatars and Video Messages, Vidyard enables reps to break through the noise, engage high-intent prospects, and accelerate deal velocity—all while helping sales teams gain more face-time with prospects and customers in a remote selling world. Join Vidyard and help us create the future of productive relationships between buyers and sellers!

About the Role

We are seeking an experienced Enterprise Customer Success Manager to join our team. In this role, you will own and manage a portfolio of high-value, complex customers, ensuring they receive maximum value from Vidyard’s offerings. You’ll proactively engage with customers, collaborate with account management, and build influential relationships across diverse stakeholders. You’ll act as a trusted advisor, advocate for product improvements, and drive customer engagement at the highest level.

This is a remote role open to candidates located in Canada and the United States.

About the Team

Our Customer Success team is built on 3 key pillars: Customer Success Management, Technical Services, and Launch Services. We work closely together to execute programs, processes, and playbooks that enable our customers to achieve success.

What You’ll Work On

• Own and manage a portfolio of high-value, complex enterprise customers, acting as their strategic business partner.
• Proactively address at-risk customers, mitigating churn by engaging with them at critical points in the customer lifecycle.
• Collaborate with cross-functional account teams to drive customer engagement and ensure value realization.
• Build and maintain influential relationships with customers with highly complex use cases, from end users to executive sponsors, to ensure a best-in-class customer experience.
• Actively monitor adoption, analyze data/metrics/industry trends, and develop strategies that maximize the value customers derive from Vidyard.
• Mentor and share best practices with the broader Customer Success team.
• Advocate for product and process enhancements by acting as the "Voice of the Customer" and working cross-functionally to implement improvements.
• Collaborate with senior leadership to support and execute key Customer Success initiatives.
• Leverage your excellent presentation skills to influence customer behavior and showcase the impact of Vidyard in webinars, conferences, and other platforms.
• Evangelize the benefits and value of our product and company.

What You’ll Bring to this Role and Your New Team:

• 5+ years of experience in customer-facing account management roles, with a proven track record of success in managing complex, enterprise-level accounts.
• Experience in sales or sales development.
• Previous experience in a B2B SaaS environment.
• Experience developing high-value, multi-threaded relationships to drive retention and growth.
• Strong problem-solving, negotiation, and commercial skills.
• A high degree of resourcefulness, flexibility, and adaptability in fast-paced environments.
• Excellent verbal, written, and interpersonal communication skills with the ability to lead data-driven discussions around business needs, organizational goals, and solutions with customers at all levels.
• A passion for learning quickly in a fast-paced, often ambiguous environment.

Will You Thrive at Vidyard?

At Vidyard, success comes from individuals who align with our core values, embrace challenges, and contribute to our high-performing, customer-obsessed culture. You’ll thrive here if you:

• Put Customers First: You’re passionate about solving problems, delivering exceptional value, and ensuring our customers succeed with our products.
• Embrace Innovation: You think creatively, challenge the status quo, and seek new ways to improve and grow—both personally and professionally.
• Value Collaboration: You work effectively across teams, listen actively, and contribute to a supportive and inclusive environment (see our statement of dedication to DEIB here).
• Act with Urgency: You’re motivated, proactive, and thrive in a fast-paced, dynamic environment where priorities can shift quickly and change is expected.
• Take Ownership: You own your work, take responsibility for outcomes, and are proud of delivering results that drive impact.
• Strive for Excellence: You maintain high standards, are goal-oriented, and continuously push yourself and your teammates to do their best.

At Vidyard, we celebrate the intersection of creativity, ambition, and impact. If you’re ready to contribute to our mission of transforming communication and being part of a team that’s customer-focused, hardworking, and values-driven, Vidyard is the place for you.

Why You’ll Love Working at Vidyard

At Vidyard, we’re passionate about creating an environment where you can succeed—both personally and professionally. Here’s what you can look forward to:

• Work-life Integration: At Vidyard, we set the bar high, expecting excellence and dedication from every team member. In return, we empower you to integrate work and life seamlessly. Enjoy the freedom of flexible hours and unlimited vacation, paired with programs that support working from anywhere—even while traveling.
• Competitive Pay & Benefits: Start day one with a competitive salary and comprehensive, flexible benefits tailored to support you (RRSP match and stock options included following completion of your probationary period)
• Wellness Your Way: Leverage flexible spending accounts to spend on what matters most.
• Mental Health Support: Access to Inkblot, a digital mental health platform, plus $1,500 per person per year for mental health services.
• Parental Leave Top-Up: Support when it matters most, with enhanced parental leave benefits.
• Make an Impact: At Vidyard, we believe in creating positive change. Enjoy paid volunteer hours to support the causes you care about and join Employee Resource Groups (ERGs) to connect with colleagues, champion inclusion, and drive meaningful impact within Vidyard and the communities we serve.
• Invest in Your Growth: Regular performance reviews, individual development plans and an annual allowance of $1,500, dedicated to your professional development and ongoing learning.
• Your Perfect Workspace: Whether you prefer the comfort of your home, or the energy of our Kitchener, Ontario, collaboration space, you’ll have the flexibility to choose. While we default to remote-first, occasional in-person meetings and events are thoughtfully designed for connection and collaboration.

Come join a team where your best life meets your best work!

Vidyard is an equal opportunity employer. Applicants who require reasonable accommodation to complete the application and/or interview process should notify us atrecruitment@vidyard.com. Unsolicited resumes from Agencies will not be accepted.

At Webflow, our mission is to bring development superpowers to everyone. Webflow is a Website Experience Platform (WXP) that empowers modern marketing teams to visually build, manage, and optimize stunning websites. With AI-driven personalization baked in, Webflow enables teams to significantly boost conversion rates, translating directly into measurable business growth. From independent designers and creative agencies to Fortune 500 companies, millions worldwide use Webflow to be more nimble, creative, and collaborative.

Our Customer Success team plays a vital role in advising and guiding a diverse range of Enterprise customers, ensuring a successful launch with Webflow and continually achieving their business goals and maximizing their investment in Webflow. We are the main point of contact for Webflow's strategic customers throughout their customer journey, including onboarding, adoption, maturity, and renewals.

We’re looking for a Senior Customer Success Manager to help drive value for a strategic set of Webflow’s Enterprise Customers. Partnering closely with Webflow's Account Executives, Solutions Engineers, and Technical Architects, our Customer Success Managers (CSMs) work cross-functionally to identify opportunities where existing customers can grow their usage of Webflow or identify new use cases to leverage our capabilities. As trusted advisors to our customers, CSMs are consultants, project managers, product evangelists, as well as thoughtful advocates for our customers and their priorities.

About the role:

• Location: Remote-first  (United States - East region & ON, Canada) **must reside in Central or Eastern time zone**
• Full-time 
• Permanent 
• Exempt
• Our cash compensation amount for this role ranges depending on the cost of labor of the geographic area. The ranges shared below may change if you are hired in another geographic location. 
  
  
  • United States  (all figures cited below in USD and pertain to workers in the United States)
    
    
    • Zone A: $152,000 - $209,000
    • Zone B: $144,400 - $198,600
    • Zone C: $137,000 - $188,000
      
      
  • Canada  (All figures cited below in CAD and pertain to workers in ON, Canada)
    
    
    • $172,100 - $237,200

For sales roles, the ranges provided are the role’s On Target Earnings (“OTE”) ranges, meaning that the ranges include both the sales commissions target and annual base salary for the role. This salary range may be inclusive of several career levels at Webflow and will be narrowed during the interview process based on a number of factors, including the candidate’s market location, job related experience, knowledge, qualifications, and skills. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends

Please visit our Careers page for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter

• Reporting to the Manager, Customer Success

As a Senior Customer Success Manager, you’ll … 

• Establish a trusted advisor relationship across your customer’s organization, from Executive Sponsors to day-to-day contacts, that works to ensure customers are getting value from our products and services.
• Work with customers to understand their unique goals and business processes as well as provide expert knowledge of Webflow; nurture relationships with influential stakeholders and empower them to be Webflow champions.
• Drive account strategy to help customers understand how Webflow can most effectively power their entire Web footprint, while creating a success plan that aligns internal Webflow teams (i.e. Product + Sales) to external customer objectives. 
• Provide enterprise customers with guidance on launching and optimizing their Webflow deployment following web development best practices.
• Respond to customer inquiries about product questions and provide solutions to complex use cases and workflows.
• Conduct executive business reviews to assess progress against the customer’s desired business outcomes, determine opportunities for deeper feature engagement, and measure and communicate the impact of Webflow on the customer’s business.
• Collaborate with the Renewals Management team to drive renewal outcomes, while accurately forecasting to senior leadership the predicted outcome of the renewal process across your book of business.
• Partner with Technical Architects to ensure customers are able to build scalable sites..
• Consistently report information from customers back to the business in the form of notes, recordings, summaries, action plans (and others) using a variety of systems and tools.
• Collaborate with Service Providers that are engaged with our customers to ensure alignment and successful outcomes
• Act as the voice of the customer with the Webflow product team, helping shape the evolution of the product.

In addition to the responsibilities outlined above, at Webflow we will support you in identifying where your interests and development opportunities lie and we'll help you incorporate them into your role.

About you

You'll thrive as a Senior Customer Success Manager if you:

• Have a consultative approach; able to navigate complex business needs and requirements
• Prior Customer Success or Account Management experience, with a SaaS company or digital marketing agency. (5-6 years of relevant experience preferred)
• Exceptional communication skills. You will be expected to have advanced writing and presentation skills that allow you to effectively communicate complex topics and points of view.
• Have strong business acumen - you are familiar with using a variety of tools and resources to gain deep knowledge of a customer’s needs (10ks, industry reportings, news alerts, etc).
• Have excitement for learning a very technical product across a variety of use cases.
• Have significant experience managing a book of high-value customer relationships in post-sales or deployment services, able to drive customer success and align within complex customer environments at executive and department levels.
• You have bias for action and work effectively in a highly ambiguous, ever-changing environment. 
• Are a driven, process-oriented person. You’re able to effectively balance competing priorities and make decisions that best support Webflow, the team, and the customer.
• Exceptional organizational, note taking, project management, and time management skills.

Our Core Behaviors:

• Obsess over customer experience. We deeply understand what we’re building and who we’re building for and serving. We define the leading edge of what’s possible in our industry and deliver the future for our customers
• Move with heartfelt urgency. We have a healthy relationship with impatience, channeling it thoughtfully to show up better and faster for our customers and for each other. Time is the most limited thing we have, and we make the most of every moment
• Say the hard thing with care. Our best work often comes from intelligent debate, critique, and even difficult conversations. We speak our minds and don’t sugarcoat things — and we do so with respect, maturity, and care
• Make your mark. We seek out new and unique ways to create meaningful impact, and we champion the same from our colleagues. We work as a team to get the job done, and we go out of our way to celebrate and reward those going above and beyond for our customers and our teammates

Benefits & wellness

• Equity ownership (RSUs) in a growing, privately-owned company.
• 100% employer-paid healthcare, vision, and dental insurance coverage for employees and dependents (full-time employees working 30+ hours per week), as well as Health Savings Account/Health Reimbursement Account, dependent care Flexible Spending Account (US only), dependent on insurance plan selection where applicable in the respective country of employment; Employees may also have voluntary insurance options, such as life, disability, hospital protection, accident, and critical illness where applicable in the respective country of employment
• 12 weeks of paid parental leave for both birthing and non-birthing caregivers, as well as an additional 6-8 weeks of pregnancy disability for birthing parents to be used before child bonding leave (where local requirements are more generous employees receive the greater benefit); Employees also have access to family planning care and reimbursement
• Flexible PTO with a mandatory annual minimum of 10 days paid time off for all locations (where local requirements are more generous employees receive the greater benefit), and sabbatical program
• Access to mental wellness and professional coaching, therapy, and Employee Assistance Program
• Monthly stipends to support health and wellness, smart work, and professional growth
• Professional career coaching, internal learning & development programs
• 401k plan and pension schemes (in countries where statutorily required) financial wellness benefits, like CPA or financial advisor coverage
• Discounted Pet Insurance offering (US only)
• Commuter benefits for in-office employees

Temporary employees are not eligible for paid holiday time off, accrued paid time off, paid leaves of absence, or company-sponsored perks unless otherwise required by law.

Remote, together

At Webflow, equality is a core tenet of our culture. We are an Equal Opportunity (EEO)/Veterans/Disabled Employer and are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law. Pursuant to the San Francisco Fair Chance Ordinance, Webflow will consider for employment qualified applicants with arrest and conviction records.

Stay connected

Not ready to apply, but want to be part of the Webflow community? Consider following our story on our Webflow Blog, LinkedIn, X (Twitter), and/or Glassdoor. 

Please note:

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. Upon interview scheduling, instructions for confidential accommodation requests will be administered.

To join Webflow, you'll need a valid right to work authorization depending on the country of employment.

If you are extended an offer, that offer may be contingent upon your successful completion of a background check, which will be conducted in accordance with applicable laws. We may obtain one or more background screening reports about you, solely for employment purposes.

For information about how Webflow processes your personal information, please reviewWebflow’s Applicant Privacy Notice. 

About the Role

In this impactful role, you will lead a team of 5-10 Customer Success Managers (CSMs) who support and drive growth for our largest and most strategic retail partners. Responsibilities include day-to-day coaching, mentoring, and managing your team, providing strategic and consultative guidance to CSMs to drive growth for their retailers, assisting with cross-functional coordination, assisting with and holistically unblocking retailer requests and escalations across your entire portfolio, and continuously improving customer success processes, metrics, and strategies.

About the Team

This role is housed within the Enterprise Customer Success team, part of the larger Enterprise Solutions organization. You will engage in substantive collaboration across multiple specialized groups, including Business Development, Product, Engineering, Project Management, Solutions Architecture, Technical Support, Documentation, and Sales Engineering. Your work will have broad exposure to a range of significant business operations and strategic initiatives, placing you at the core of our enterprise-level expansion efforts.

About the Job

• Oversee the overall book of business for all CSMs reporting to you.
• Continually train and develop the CSMs reporting to you
• Collaborate and build deep relationships with Business Development, Data Science, and Product teams to execute and help create tools and playbooks for retailer engagement and growth on the Instacart Platform.
• Act as a subject matter expert on Instacart’s enterprise offerings, providing guidance and educating CSMs on best practices for success.
• Develop and refine templates for partner-facing materials to clearly communicate the benefits of our enterprise solutions.
• Understand and articulate internal processes and competitive landscape, ensuring your team effectively navigates and leads within our industry.
• Engage with internal and external partners at all levels to educate, collaborate, and solve problems effectively.
• Develop a profound understanding of both our business operations and the competitive landscape relevant to distinct solutions.
• Continuously improve customer success and cross-functional processes, metrics, and strategies

Your Day-to-Day

• Coordinate with Business Development to align Instacart’s varying enterprise solutions with the specific business goals of different retail partners.
• Join retailer calls to support your CSMs and build your own retailer relationships
• Promote unique value propositions of our diverse solutions to maximize partner success and satisfaction.
• Monitor retailer KPIs for your entire book of business across different platforms to ensure effective adoption and optimize the implementation of best practices.
• Maintain and expand product knowledge to continuously enhance service delivery and retailer education.
• Act as a key internal liaison for retail partners, facilitating robust feedback loops with Product teams to refine our offerings.

About You

Minimum Qualifications

• 7+ years in Customer Success, Consulting, or a related field.
• 2+ years of People Management experience.
• Strong project/program management skills.
• Technical proficiency to articulate Instacart’s Enterprise capabilities and offerings.
• Self-starter adept in an ambiguous and rapidly changing business environment.
• Excellent communication skills, capable of simplifying complex issues.
• Comfortable with large data sets and deriving business insights from analysis.
• Ability to manage cross-functional initiatives and present to leadership.
• Creative and proactive approach to problem-solving.
• Positive and influential relationship builder.

Preferred Qualifications

• Specific industry experience in grocery, e-commerce, or operations.
• Hands-on experience in creating customer success strategies from scratch.
• Experienced in collaborative management of enterprise accounts alongside Account Management-style Sales teams.

#LI-Remote