About the Role

Customer Success Managers at Bloomreach are the customers' advocate and key to a successful client partnership. All our Customer Success teams are focused on retention, customer satisfaction, and identifying new opportunities to expand our relationships with our customers to drive ‘win, win’ relationships. Customer Success Managers run a portfolio of accounts of varying sizes (number of accounts and ARR value), tiers and industries (e.g. retail, hospitality, subscription, finance). 

What you'll do:

• Build long-term relationship with your clients
• Act as a trusted advisor & industry expert able to challenge the status quo
• Act as a guardian for both, client & Bloomreach Engagement
• On the client side, the CSM’s main role is to ensure that we deliver value to the client at every moment of the cooperation.
• As a trusted advisor, the CSM should educate the client about the best ways forward in their industry and ensure that our CDP is fully aligned with their client’s goals & strategy.
• On the other hand, the CSM should ensure that the cooperation is a win-win for both sides.
• The CSM will run all required CSM duties including success planning, business reviews and status sessions
• Ability to identify risk and manage ‘path to green’ and proactively engage all relevant stakeholders in the process
• Independence, self-organization, ability to navigate ambiguous
• Ability to  discuss Content and Discovery pillars

What you'll need:

• 2-5 years in B2B and/or B2C SaaS in online retail/e-commerce analytics, marketing. Ideally as an Account Manager/CSM or other similar role.
• In-depth knowledge of business and business trends, and the ability to understand clients’ business models extremely fast.
• Knowledge of e-commerce, marketing and the current trends in the industry.
• Experience of leading teams and projects 
• Familiarity with the following emerging sectors (the more the better) – online analytics, BI, performance marketing, product management, marketing automation, data science, A/B testing, personalisation, campaign optimisation, automation, customer lifetime, e-mailing automation, reactivation, customer segmentation, attribution modeling, prediction.
• Ability to understand and actively use analytical concepts to identify which stage the business has reached, which KPIs are crucial for decision-making and which metrics the business is based on.
• Understanding of technology around marketing cloud solutions.
• Independence, self-organization, ability to navigate ambiguous situations.

Excited? Join us and transform the future of commerce experiences.

The base salary range for this position is $70,000-$110,000. The pay range actually offered will take into account a variety of potential factors considered in compensation, including but not limited to skills, qualifications, geographic location, accomplishments, experience, credentials, internal equity and business needs, and may vary from the range listed above.

Regional benefits:

• Health care including medical, dental, and vision insurance
• 401k plan with employer contribution

About the Role

Bloomreach is seeking a Senior Customer Success Managerto be the customers' advocate and key to a successful client partnership. All our Customer Success teams are focused on retention, customer satisfaction, and identifying new opportunities to expand our relationships with our customers to drive ‘win, win’ relationships. Customer Success Managers run a portfolio of accounts of varying sizes (number of accounts and ARR value), tiers and industries (e.g. retail, hospitality, subscription, finance). 

What you'll do:

• Build long-term relationship with your clients
• Act as a trusted advisor & industry expert able to challenge the status quo
• Act as a guardian for both, client & Bloomreach Engagement
• On the client side, the CSM’s main role is to ensure that we deliver value to the client at every moment of the cooperation.
• As a trusted advisor, the CSM should educate the client about the best ways forward in their industry and ensure that our CDP is fully aligned with their client’s goals & strategy.
• On the other hand, the CSM should ensure that the cooperation is a win-win for both sides.
• The CSM will run all required CSM duties including success planning, business reviews and status sessions
• Ability to identify risk and manage ‘path to green’ and proactively engage all relevant stakeholders in the process
• Independence, self-organization, ability to navigate ambiguous
• Ability to discuss Content and Discovery pillars

What you'll need:

• 4-7 years in B2B and/or B2C SaaS in online retail/e-commerce analytics, marketing. Ideally as an Account Manager/CSM or other similar role.
• In-depth knowledge of business and business trends, and the ability to understand clients’ business models extremely fast.
• Knowledge of e-commerce, marketing and the current trends in the industry.
• Experience of leading teams and projects 
• Familiarity with the following emerging sectors (the more the better) – online analytics, BI, performance marketing, product management, marketing automation, data science, A/B testing, personalisation, campaign optimisation, automation, customer lifetime, e-mailing automation, reactivation, customer segmentation, attribution modeling, prediction.
• Ability to understand and actively use analytical concepts to identify which stage the business has reached, which KPIs are crucial for decision-making and which metrics the business is based on.
• Understanding of technology around marketing cloud solutions.
• Independence, self-organization, ability to navigate ambiguous situations.

Excited? Join us and transform the future of commerce experiences.

The base salary range for this position is $85,000-$130,000. The pay range actually offered will take into account a variety of potential factors considered in compensation, including but not limited to skills, qualifications, geographic location, accomplishments, experience, credentials, internal equity and business needs, and may vary from the range listed above.

Regional benefits:

• Health care including medical, dental, and vision insurance
• 401k plan with employer contribution

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.  We're looking for an experienced Customer Success Manager (CSM) to structure and deliver success for a portion of our school and district customers, helping them set goals, maximize usage, and achieve desired outcomes for their students and teachers. You will be responsible for successfully implementing NoRedInk within your district portfolio.

In this role, you will:

• Manage a territory of district-level NoRedInk Premium customers, building and maintaining strong relationships with all levels of stakeholders
• Ensure NoRedInk is implemented with fidelity and the implementation and goals are aligned at the district level
• Set usage and success metrics in collaboration with our customers
• Hold regular executive business reviews with key stakeholders in partnership with the Account Manager
• Monitor customer usage trends and optimize implementations to reach internal and external success goals
• Leverage successful implementations as case studies and models for deploying best practices for our customers
• Identify customer advocates and work with Marketing to collect testimonials and case studies
• Partner with the Sales and Account Management team for expansion and new business opportunities
• Use Salesforce to track renewal and expansion opportunities and activities
• Identify opportunities for cross-selling NoRedInk’s other Premium offerings when appropriate
• Work closely with an account manager counterpart to support renewal and expansion discussions
• Exemplify NoRedInk’s mission and values in your day-to-day work

About You:

• You have 5+ years of ELA educator experience as a teacher, tutoring programs in schools, preferably in a leadership role
• You have a track record of building relationships with a variety of stakeholders that have resulted in measurable success
• You're excited to travel approximately 30 days per year (for customer visits and team/industry events)
• You have strong written and oral communication skills
• You have familiarity with business tools such as Salesforce and Google Sheets
• You’re organized, creative, and tenacious in making a difference for our customers
• You want to work at a mission-driven startup with a talented team

In the interview process, you'll be evaluated for either the Mid-Market or Enterprise Customer Success Manager role, differentiated by district size, account complexity, and revenue goals. We'll assess your qualifications to identify the best match and inform you of your potential placement and rationale throughout the process.

Our salary ranges are based on factors such as expectations as laid out in the job description, internal parity, and individuals' experience and skills. Therefore, the on-target compensation range (OTE), inclusive of base and sales bonus, for Mid-Market is $85,000 - $105,000, and Enterprise is $105,000 - $125,000.

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. 

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. 

*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.

The position

This is an exciting time to join Remote and make a personal difference in the global employment space as a SMB Customer Success Manager, joining our Customer Experience team.

The Scale Customer Success Manager acts as the customer’s trusted advisor and advocate, at scale. The key to success in this role is to build and grow an ongoing healthy relationship with each customer and to preserve our current business and grow our customers into life-long partners.

What this job can offer you

• Responsibility for the customer journey, starting with customer onboarding and own client retention & expansion.
• Ownership of client retention and expansion.
• The challenge of upselling, cross-selling and managing campaigns and product promotion, as well as introducing new features to our clients.
• The opportunity of Account Management and long term Customer relationship management.
• Understanding of monitoring of customer complaints shared either directly by clients, sales, or internally by another team. You would reach out to provide assistance and help solve any concerns or problems.
• The ability to collect customer feedback regularly and share with our Product, Sales, Global Operations, Finance, Legal, and Growth teams.
• The opportunity to become a trusted partner to the customer for use-cases and product functionality, while ensuring delivery model is focused on quality and customer success outcomes. You can help educate and train customers on key information and processes to set them up for success.

What you bring

• 1-3 year’s experience in Customer Success / Sales ideally within a product and tech-focused environment.
• Proven track record of growing and developing customers, with a keen ability to understand a client’s needs and suggest targeted solutions to further enhance growth opportunities.
• Experience working with a large book of clients (200+).
• Excellent attention to detail.
• A real passion for problem-solving and executing strategies across a wide variety of technical scenarios and customer verticals.
• Successful experience writing, speaking, and presenting to customers and stakeholders.
• Fluent English, both written and spoken.

Practical

• You'll report to: Manager of Customer Success
• Team: Customer Success
• Location: Anywhere in the World
• Start date: As soon as possible

Remote Compensation Philosophy

Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equitypayalong with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.

At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce.  We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.

The base salary range for this full-time position is $22,880 USD to $77,240 USD. Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.

Application process

Roughly 4 hours across 6 weeks

1. (async) Small challenge
2. Interview with recruiter
3. Interview with team members (no managers present)
4. Interview with future manager
5. Prior employment verification check

 #LI-DNI

YOUR ROLE

Customer Success teams are absolutely key to Shift’s future success as they engage our customers to drive adoption and demonstrate ongoing value. This critical function is responsible for onboarding new customers by engaging executives (Claims Director, Head of Fraud, CIO, etc.) in the launch of the solution, driving ongoing adoption, establishing success criteria, and managing renewals.  You will work with the rest of the Shift organization to uncover new ways to integrate Shift into the client and to help improve our products.

As a Customer Success Manager, you will be responsible for working closely with various internal and external teams, with a focus on helping our clients Claims departments and/or Anti-Fraud teams with advice and guidance, ensuring our solutions are successfully implemented, and steadily bringing value to their business.

YOU’VE GOT WHAT IT TAKES, IF YOU

• Have at least 5 years in the InsurTech or insurance industry working with SaaS/ AI/ or fraud technology-based products.  
• Strong Change Management skills and able to oversee multiple accounts simultaneously.  Global client engagement experience in LATAM and Canada is a big plus.
• Experience with System Implementations/ Data Analytics/ Data transformation
• Have partnered with a Delivery organization, lead client meetings in tandem with the Delivery organization, and partnered with Data Science and Delivery to deliver results to your client(s) 
• Have excellent communication skills, including oral written, and non-verbal; you know how to make complex things feel simple; can tailor communication to the customer’s needs with confidence, and can effectively deliver memorable presentations leveraging storytelling skills;
• Have experience leading client meetings, demoing solutions, working with external partner organizations, lending thought leadership for improvement of the existing solutions, as well as new solution ideation, and discussing current trends in P&C insurance
• Able to travel as needed (~30%, but can and will vary based on the needs of the organization)

YOUR RESPONSIBILITIES

• Drive retention and growth of clients by understanding their business needs and helping them succeed
• Enable successful roll-out of Shift technology to customers, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in-person
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
• Identify opportunities for customers to act as Shift advocates (e.g. testimonials, case studies)
• Analyze data on ongoing basis to identify trends, prepare for performance reviews, and deliver ad hoc reports to client
• Collaborate closely with Sales, Data Science, PM, Partners to support pilot customers, renewals, and expansion opportunities
• Marshall resources across the Shift organization as needed to support customers’ needs
• Identify opportunities within your client’s Fraud Detection and Claims management strategy that can be improved via incremental usage of Shift’s products and services;
• Represent the voice of the customer to inform our sales process and product roadmap
• Maintain a cadence of communicating with Insurance Claims, Fraud, or Underwriting leaders about their adoption trends, sentiment, and mining opportunities for deeper engagement

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 largest Enterprise customers and managing all of their post-sale experiences. You will bring strong relationship-building experience, product knowledge, project management and organizational skills, as well as a high degree of empathy to ensure the customer’s satisfaction with Cloudflare’s services.

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 quarterly reviews.

Additional responsibilities will include:

• Manage the customer life cycle including contract renewal
• Work with your account teams to plan and execute long term account plans to facilitate retention and growth via product and new business unit expansion
• Develop and maintain long-term relationships with stakeholders in your account portfolio.
• Work cross-functionally with Product, Engineering, SRE, Marketing and other teams to resolve customer business issues and work towards their stated goals.
• Manage customer feedback and product needs by providing feature requests to internal partner teams.
• < 25% travel

Examples of desirable skills, knowledge and experience

• Bachelor's degree required. Masters is a plus.
• 8+ years of experience in a Customer Success/Account Management role [servicing enterprise accounts].
• Strong understanding of computer networking and “how the internet works.”
• Experience in cloud security and/or performance industries.
• 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 skills.
• Track record of successful planning and execution of Executive Business Reviews.
• Understanding of application, server, and network security a plus.

Overview

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

What you will do:

• Live by and champion our values: #accountability, #collaboration, #iteration, #details.
• Own the success of a book of business heavily aligned to Western US time zones.
• Partner with our customers to understand their business objectives and goals, products purchased, challenges, technology stack, and more.
• Build upon that knowledge of their business to lead strategic conversations about data insights, KPI’s, value, and overall success with C-level stakeholders.
• Leverage your customer relationships and product knowledge to ensure product adoption and generate upsell opportunities that support our customers’ growth.
• Leverage Salesforce data, and other analytics platforms to build a deep understanding of your BoB’s business health and use that data to identify and resolve potential risk.
• Engage in Quarterly business reviews with customers to build and continually update mutual success plans that align business goals to an effective growth strategy.
• Through a consultative approach, be an advocate for support and product needs. 
• Act as an internal advocate for our merchants by collaborating cross-functionally to voice their critical business needs and deliver solutions. 
• Maintain clean data within our internal CRM and other systems to ensure that Recharge’s leadership team has accurate information to review.

What you’ll bring:

• 3-5 years minimum of experience managing Enterprise SaaS accounts in a fast paced technology-driven company, ideally coupled with e-commerce experience.
• Experience in a customer-facing role with accountability for contract renewals.
• Proven success using data and analytics to create practical insights to build customer strategic plans.
• Excellent communication skills that can apply at all levels of organizations, especially C-level. 
• Technical product aptitude with the ability to navigate conversations around complex technical concepts, but not full solutioning.
• Excellent resourcefulness and an ability to prioritize competing requests from customers, while partnering internally with stakeholders to ensure success.
• Experience with CRM tools, ideally direct Salesforce and Gainsight experience.
• Ability to work remotely and desire to make an impact at a high growth company.

What we want to accomplish and why we need you

Suki is creating a new category in the health-tech space: the digital assistant. Our product will bethevoice user interface for healthcare. What does that mean? Currently, doctors use electronic health record systems to take notes on patient encounters. This is a digital version of the paper charts that you may have seen in your doctor’s office or on TV. These systems can be hard to navigate and time-consuming to manage. Doctors would rather spend that time with patients. We are creating the solution. Doctors 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 doctor. 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 thisshort videoto learn more about our mission and our culture.

What will you do everyday?

**This is a high travel role that will require you to be away approximately 75% a month**.    Your primary role is to own and manage a portfolio of Provider Group customers and drive the successful training and adoption of all segments of Suki users. You will be responsible for engaging with external parties such as customer teams, practice managers, and IT support teams to ensure Suki and users are set up for success. You will work to ensure we are meeting strategic and tactical goals, including on-time, high-quality deployments, and delivering on key customer success metrics. You will also be responsible for proactively identifying and driving the resolution of risks and issues that you encounter in the field, and for developing creative solutions that will best meet the needs of our customers. 

We’re looking for a detail-oriented and process-driven Customer Success Manager who will be responsible for ensuring our Group customers thrive with Suki’s products. The Customer Success Manager is responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. You will also translate your learnings from training users into periodic business reviews and engage with our customers on opportunities to expand usage and increase the value of our partnership. You will use metrics, regular interaction, and other attributes to maintain an accurate gauge of customer health, continuously working to improve/maintain a healthy state, measure the success of our deployments, and identify opportunities for deeper engagement. This individual will also take the lead in identifying and solving for customer barriers. They will be responsible for escalations and assuring a strong voice of the customer to internal Suki stakeholders.

As a startup, we are continuing to mature our processes as we scale and grow rapidly, and you are excited to thoughtfully drive process improvement efforts.You are also excited to join the fast-moving Suki team, and committed to excellence!

Ok, you're sold, but what are we looking for in the perfect candidate?

• 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.
• Customer Mindset:Manage your portfolio of customers and establish a role of trusted advisor, building relationships at all levels within the organization. Develop an understanding of Suki products and help customers adopt and leverage our products to meet their goals and business needs. 
• User-focused:You find joy in providing At-The-Elbow training to care providers on our products. You have an innate understanding of user behavior, and ensureusers are receiving quality service.
• 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 while representing your team in the field.
• 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 various EMRs. You will be able to incorporate this into your approach for our customers and end users.
• Flexibility: You will need to work flexible hours based upon customer’s and providers’ schedules in different time zones across the US.
• ****Travel: You are willing to travel extensively (up to 75%, as needed) across the US to deploy our products****.

Requirements:*

• 5+ years of customer facing experience within healthcare SaaS (provider, PBM, Enterprise, or payer interface preferred)
• Experience leading through customer escalations, executive summaries, and presentations
• Exceptional communication, presentation, and conflict resolution skills
• Ability to think critically, prioritize effectively, and communicate expediently
• Strong project management and data analysis skills
• Creative problem solving skills
• Strong understanding of medical documentation and clinical workflows
• Proficient in Microsoft Office, Google Suite and Microsoft office.

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

Tell me more about Suki

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

Please note: Applicants must be currently authorized to work in the United States on a full-time basis.

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 $90,000 - $120,000 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.

The Role:  

Imagine a solution that will predict for your customers (with an 85% accuracy) who is going to buy, what they’ll buy, and when.  As a Senior Strategic Customer Success Manager at 6sense,you’ll be an instrumental player to our growth as we build upon the success we’ve had delivering predictions for Fortune 500 customers. We will trust you to own our highest profile customer advisory relationships, drive technical competency, ensure rapid deployment to demonstrate measurable results and long-term customer value, and create a culture of customer success at 6sense. 

The Company:  

“We’ve been on a mission to fundamentally change the way revenue teams go to market and achieve success – and it’s time now to accelerate our vision.” – Jason Zintak, CEO. There’s an explosion of data as B2B buyers shift their buying to the web, but making sense of this data alone is no small feat. The data-driven sales and marketing organizations that align around the tools to leverage this data will have competitive dominance in their markets. At the forefront of the hottest space (ABM and predictive intelligence) within the fastest growing tech segment (marketing tech), lies 6sense. 

At 6sense, we transform the way companies create, manage, and convert pipeline to revenue. We are a platform powering the Rev Tech Revolution. We are clearing the way for marketing, operations, and sales professionals to reach new heights of efficiency and success. We are solving a hard problem that delivers unquestionable, game-changing ROI (read; big deals and a path to get there). Forrester and G2 Crowd have named 6sense as a leader in Predictive Marketing Analytics and ABM, and we have been named a Best Workplace by Inc Magazine for the third year in a row. Having recently raised $200M in Series E funding at a $5.2B valuation (backed by Blue Owl, MSD Partners, D1 Capital Partners, Sapphire Ventures, Tiger Global, Insight Partners, SoftBank Vision Fund 2, B Capital Group, Franklin Templeton, and Harmony Partners), we are investing heavily in our product, our customers, and rapidly growing the customer success team on across the US. Join us!! 

The Responsibilities:  

We’re in the scaling stages of building our customer success team. We’re looking for process-oriented people who have an intrinsic drive to be successful; who have a track record of building customer advocates in technical product environments; who have a passion for B2B buyers, their businesses, and what 6sense means to their overall success. Senior Strategic Customer Success Managers at 6sense think critically about driving customer growth and building our organization. This is a unique opportunity for you to help shape and accelerate our success and grow in your career. 
 
As a Strategic Customer Success Manager (Principal Strategic CSM) you will be responsible for actively managing the happiness and renewal of a portfolio of assigned 6sense largest strategic Enterprise customers. Responsibilities include:

• Managing a $MM book of our largest Global strategic customers.
• Working closely with global Strategic customers to understand their business goals and objectives, and ensuring 6sense is being adopted into their teams’ daily workflow, generating positive ROI, and growing lifetime customer value for 6sense. 
• Establishing strong relationships with decision-makers and key influencers within each account in your book of business. 
• Developing, executing, and maintaining strategic account plans and QBRs to drive business value and ROI. 
• Forecasting, identifying risk, and maintaining a strong customer renewal rate and growth rate in partnership with the Account Executive team 
• Working closely with customer and internal teams to maintain visibility into product performance and customer feedback. You will clearly communicate and manage risk, proactively helping resolve issues promptly while minimizing customer churn. 
• Becoming an expert on the 6sense predictive engine, including implementation, how use cases of 6sense connect to top business goals and requirements, and areas to expand use cases. 
• Partnering with a 6sense technical CSM and Program Managers to manage customer onboarding, product rollout and training. 
• Being an advocate for customers’ product feature priorities internally within 6sense and align with product team around driving product roadmap. 
• Building customer advocates who will speak on behalf of 6sense as a reference and share success stories in 6sense events and content. 
• Ability to juggle multiple projects, prioritize, and scale while having fun. 

A Strategic CSM will represent the voice of the customer at 6sense and work closely with internal teams to create a company-wide culture of Customer Success. We are creating a different kind of company. If this sounds like a breath of fresh air and a place where you’ll thrive as you take your success to the next level, we should talk! 
 
Your Experience And Skills Required

• 10+ years of Customer Success, Account Management, or Consulting experience, ideally from a high tech or SaaS company, where you developed strategies on assigned accounts to fully leverage technology solutions. 
• 3+ years experience in high-touch Strategic or Enterprise Customer Success with a proven track record of meeting and exceeding targets. 
• Experience working with global 1000 Enterprise customers with multiple stakeholders, and managing success programs as the key advisor to global as well as regional customer organizations. 
• Experience advising customers including CxOs on how to best use and adopt SaaS platform for faster Return on Investment (ROI) 
• Experience working closely with B2B demand gen, marketing operations, sales operations and analytics teams 
• Experience running and negotiating renewals autonomously and identifying and driving upsell opportunities 
• Have led projects from conception to closure, and have experience leveraging and influencing internal resources to get things done. 
• Familiarity with the marketing tech stack: Marketing Automation, Sales automation, digital marketing technologies, data providers, B2B digital media. Experience using Marketing Automation, CRM or related applications is a plus 
• Strong analytical and communications skills 
• BA/BS degree is required. Master’s degree is preferred. 
• Ability and willingness to travel to customer site (~30%).

Additional Skills Desired  

• 5+ years of experience using BI (Tableau, Domo, MicroStrategy), Marketing Automation (Marketo, Eloqua or Pardot) or CRM (Salesforce and Dynamics) platforms. 
• 2+ years of domain expertise in one of the following industries: Communications, Media, High-Tech, Manufacturing, Healthcare, Life Sciences, Financial Services, Insurance or Retail is preferred.

Base Salary Range: $123,750 to $189,750. The base salary range represents the anticipated low and high end of the base salary range for this position. Actual salaries may vary and may be above or below the range based on various factors, including but not limited to work location and experience. The base salary is one component of 6sense’s total compensation package for this position. Other compensation may include a bonus program or commission plan, and stock options if approved by 6sense’s board. In addition, 6sense provides a variety of benefits, including generous health insurance coverage, life, and disability insurance, a 401K employer matching program, paid holidays, self-care days, and paid time off (PTO). #Li-remote

Notice of Collection and Use of Personal Information for California Residents:California Recruitment Privacy Notice and Policy

The Opportunity

As our Customer Success Manager at UserTesting, you are responsible for creating and maintaining successful partnerships with some of our largest customers and ensuring they realise maximum value from our platform and services. CSMs at UserTesting are trusted business partners that help solve customers' business challenges through success planning and engagement, aligning and demonstrating the value of UT solution against our customers' initiatives to deliver positive business outcomes. This is accomplished through high-touch engagements, regular executive-level business reviews, and scaled communication programs. In this role, a Customer Success Manager also serve as the voice of the customer within the organisation by sharing insights with cross-functional teams to inform the business of customer needs.

• Serve as a trusted advisor to our largest customers by providing product enablement, recommendations, and best practices on how UserTesting can address customer business goals, needs, and pain points.
• Focus on increasing usage of UserTesting solutions by providing prescriptive guidance and recommending use cases. 
• Manage the end-to-end customer experience from platform adoption to engagement to retention and serve as the voice of the customer within the organization.
• Partner closely with sales to manage account strategy and relationships and with renewal managers to ensure retention and uncover growth. 
• Implement tailored strategies to ensure our product is deployed, adopted, and utilized in a way that meets your customer’s objectives and is effective within their organization.
• Develop, lead, and deliver effective presentations and Business Reviews.
• Effectively share industry trends, marketing resources, and relevant case studies within your account portfolio.
• Identify customer’s business goals and initiatives, and uncover unmet needs and challenges.
• In partnership with your customers, develop and define success criteria and planning to ensure the UserTesting solution aligns to and delivers against customer goals & initiatives

What we are looking for

• Deep experience in Customer Success or Account Management role in the customer experience space
• Experience with SaaS (UX Research, Analytics, Data Visualization preferred) in a customer-facing role across B2B accounts.
• A firm understanding of User Experience (UX) and Customer Experience (CX) principles.
• A track record of successfully managing projects and programs, setting priorities, and staying organised while managing a diverse book of business.
• Proven experience leading cross-functional initiatives with customers that drove success, including significantly increasing adoption, producing referenceable customers, turning senior stakeholders into champions, and driving account growth.
• Ability to work cross-functionally in a high-growth environment with attention to detail and a positive attitude.

Don’t meet every single requirement but excited about the role? We encourage you to apply! Research show us that certain demographics are less likely to apply unless they meet 100% of the requirements, but you may be just the right candidate for this or other roles. We know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

Perks and Benefits 

• Private Medical, Dental and Vision
• Health Savings Account
• Pre-Tax Benefit Accounts (FSA)
• Commuter Benefits - transit and parking 
• Flexible Time off 
• Basic Life insurance, Short-Term Disability and Long-Term Disability insurance
• 401(k) Retirement Plan 
• Professional Development Stipend
• Remote Equipment Expense Reimbursement
• Mental Wellness Employee Assistance Program
• Monthly wellness and telecommunications reimbursements
• Paid quarterly volunteering days and Charity donation matching
• Perks at Work discount scheme
• Pet Insurance reimbursement 
• Employee Referral Program
• Employee-led groups to help foster a more inclusive employee experience and build a culture of belonging at UserTesting. Read morehere! 

Let’s face it, a company whose mission is human transformation better have some fresh thinking about the employer/employee relationship.

We do. We can’t cram it all in here, but you’ll start noticing it from the first interview.

Even our candidate experience is different. And when you get an offer from us (and accept it), you get way more than a paycheck. You get a personal BetterUp Coach, a development plan, a trained and coached manager, the most amazing team you’ve ever met (yes, each with their own personal BetterUp Coach), and most importantly, work that matters.

This makes for a remarkably focused and fulfilling work experience. Frankly, it’s not for everyone. But for people with fire in their belly, it’s a game-changing, career-defining, soul-lifting move.

Join us and we promise you the most intense and fulfilling years of your career, doing life-changing work in a fun, inventive, soulful culture.

If that sounds exciting—and the job description below feels like a fit—we really should start talking. 

The Enterprise Customer Success Manager role contributes to the mission of BetterUp by ensuring that our customers and members receive the full value out of the BetterUp platform and experience. The role supports our distribution strategy by driving customer value, increasing the measurable and perceived value that customers receive from the BetterUp platform. Our Customer Success Managers (CSMs) are our clients’ key strategists, consultants, and growth planners. CSMs partner with the Account Management and Implementation teams to drive adoption and deliver on value, which creates strong business cases for renewals and expansions. Core skills to be successful in this role include, but are not limited to; leadership skills, client service orientation, strategic consulting, project management, relationship mastery, problem-solving, and storytelling.

What you’ll do:

• Relationship Building: Build rapport and expand customer/executive sponsorship, creating new champions while also fostering relationships with existing champions.
• Prospection & Coordination: In this role, the CSM is a champion of identifying customer needs and aligning the appropriate internal BetterUp resources to support.
• Account Health: Be a true champion of account health, taking action on early warning signals; escalates to leadership appropriately. Ensures best-in-class program engagement across all programs regardless of size, teeing Account Managers up for expansions ahead of the renewal period. 
• Value Delivery: Maximize insights and value by understanding the customer’s strategy and challenges.  Lead the creation of thoughtful, value-based business recommendations that help customers maximize value and deliver on their desired outcomes.  Make internal recommendations on customizations or ways to serve globally while balancing ROI, scale, and time to market. 
• Strategic Partner: Drive problem-solving and risk mitigation strategies, engaging cross-functional partners to get results. 
• Program Management: Externally manage relationships with program sponsors and day-to-day partners, while internally teaming with Account Managers to increase the breadth and depth of relationships. Become a true advocate of your customer’s best interest internally at BetterUp as well as with the customer’s of BetterUp.
• Internal Partnerships: Contribute to the evolution of our product & product functionality, product marketing, and internal and customer best practices.  Quarterback customer-centric projects or customizations as required.
• Ability to travel for up to 10% of the time.

If you have some or all of the following, please apply:

• Previous experience building deep relationships with customers, stakeholders, and client teams. Must have previously served as the main point of contact for customers. 
• Strong experience keeping customers’ expectations grounded in reality, and pushing back while maintaining a positive relationship. Must be able to be prescriptive, consultative, and credible. 
• Project management experience and/or experience managing multiple projects with multiple stakeholders at once.
• Must have demonstrated ability to build industry or company-specific knowledge and business acumen and engage with senior leadership of large organizations.
• Strong experience inspiring customers to do something different. Should have experience consulting or managing customers in a solution that required behavior change of end-users. 
• Experience in the HCM SaaS space or Talent disciplines is highly valued, though not required.

Benefits:

At BetterUp, we are committed to living out our mission every day and that starts with providing benefits that allow our employees to care for themselves, support their families, and give back to their community. 

• Access to BetterUp coaching; one for you and one for a friend or family member 
• A competitive compensation plan with opportunity for advancement
• Medical, dental and vision insurance
• Flexible paid time off
• Per year: 
• All federal/statutory holidays observed
• 4 BetterUp Inner Work days (https://www.betterup.co/inner-work)
• 5 Volunteer Days to give back
• Learning and Development stipend
• Company wide Summer & Winter breaks 
• Year-round charitable contribution of your choice on behalf of BetterUp
• 401(k) self contribution

We are dedicated to building diverse teams that fuel an authentic workplace and sense of belonging for each and every employee. We know applying for a job can be intimidating, please don’t hesitate to reach out — we encourage everyone interested in joining us to apply.

BetterUp Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, disability, genetics, gender, sexual orientation, age, marital status, veteran status. In addition to federal law requirements, BetterUp Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

At BetterUp, we compensate our employees fairly for their work. Base salary is determined by job-related experience, education/training, residence location, as well as market indicators. The range below is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits. This range may be modified in the future.

The base salary range for this role is $91,000 – $152,000.

If you live in New York, the base salary range for this role is: 
$102,000 – $152,000: New York City
$97,000 – $145,000: Nassau, Newburgh
$91,000 – $137,000: Albany, Buffalo, Rochester, Syracuse

We value your privacy. Your personal data will be processed in accordance with ourPrivacy Policy. If you have any questions about the privacy of your personal data or your rights with regards to your personal data, please reach out to support@betterup.co

#LI-Remote

As our Customer Success Manager, you will be critical in ensuring our customers are successful! You will own our rapidly growing customer base and help build our customer success processes. 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

• Onboard, Educate & Support: Refine a strong onboarding experience, with continuous opportunities for education and support
• Face of Lumos: Develop a trusted advisor relationships with your customers, key stakeholders and executive sponsors to build loyalty
• Customer Success Playbook: Execute the customer success playbook and processes that enable customers to work more efficiently whilst supporting Lumos in meeting adoption and engagement goals
• Data-Driven Success: Work closely with business + engineering to monitor and own customer health metrics, using them to proactively identify the most high-potential areas to support customers
• Voice of the Customer: Influence the Lumos product roadmap by sharing customer insights with the team and closely working with product & design to drive adoption and engagement.
• Understands how technology drives business: Is comfortable discussing with customers how to drive business outcomes using technology from a portfolio view of a customers tech stack to how leveraging webhooks to validate users helps achieve goals
• Successful Renewals: Ensure every customer sees the ROI on their investment and is ready to renew at the end of their terms

????Pay Range

$130,000 - $145,000.  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.

???? What We Value

We purposefully did not create a standard list of minimum qualifications because we care much more about your motivation and ability to help us accelerate technical progress than we care just about your CV. Instead of focusing on what people need to have, we focus on what people need to do. Additionally, we try to find out whether you would be a good fit for Lumos based on our values that define how we achieve outcomes and what characteristics we value.

As a Customer Success Manager, you’ll own Clever’s relationships with customers from the moment they design their integration to the day they deliver an amazing experience for all of their schools. You’ll always be on the lookout for new opportunities to support their rapid growth.

The Clever Customer Success Manager is a born leader and problem solver: versatile enough to talk strategy with a customer’s VP of Sales, dive into a spreadsheet with a Product Manager, and handle a presentation to the CEO -- all before lunch. If you’re a high achiever, we want to talk to you.

A DAY IN THE LIFE:

• Own and deepen relationships with Clever’s strategic partners 
• Grow increased annual usage of Clever among key customers
• Build executive buy-in across all levels and functional areas of a customer’s organization
• Create and chart ambitious plans for success through entirety of customer lifecycle
• Identify, surface, and mitigate risks to a customer’s success plan
• Advocate within Clever on the customer’s behalf

WHAT WE’RE LOOKING FOR:

• Minimum of 1 year of customer success or related experience
• You have relevant customer facing or similar experience (especially industry experience in SaaS)
• You communicate easily with executives and are comfortable mediating conflict
• You have managed large, multi-stakeholder projects with exceptional results
• You’re able to travel as needed 
• You’re excited to improve K-12 education
• You have a desire to work in a diverse, highly collaborative team environment

The range of our base salary cash compensation for this role for candidates living in the United States, besides NYC and San Francisco, CA, is between $77,300 - $95,600. For candidates living in NYC and San Francisco, CA the salary is between $85,000-$105,200. All final offers are determined using multiple factors including experience and level of expertise.This position also offers a 10% target, variable annual bonus incentive). All final offers are determined using multiple factors including experience and level of expertise.

As a Senior Customer Success Manager you will work with our largest, high growth customers to ensure they are successful and gain maximum value out of Postscript’s product offering. You will do this by immersing yourself in the customers’ business, deeply understanding their goals, and ultimately building strong customer relationships. You’ll develop creative marketing strategies and share valued best practices. Further, you will work closely with the Customer Success management team to share customer insights and ensure that Postscript continually improves in order to best serve your customer base. 

All positions at Postscript are fully remote.

Primary duties

• Build strong relationships and brand loyalty with our customers in general. Develop excellent advisory relationships with your assigned group of customers and ensure their continued growth with Postscript in line with performance targets
• Work alongside our Customer Account Team to increase account growth through renewals and upsell opportunities
• Continually expand your expert knowledge of your customer’s marketing, technology and general business needs
• Run best-in-class marketing strategy sessions with your customers. Share best practices, strategize on new marketing strategies, and develop innovative, creative marketing ideas for SMS
• Develop and implement compelling ways to connect with customers and fuel their growth. Actively track, support, and guide customers’s marketing efforts
• Triage technical issues with the customer and the Postscript support team
• Maintain an expert level understanding of the Postscript product, along with larger e-commerce & marketing knowledge

What We’ll Love About You

• 4+ years of customer management experience, in SaaS marketing or ecommerce technology 
• 1+ years of experience in a sales role, including Account Management, preferred
• Experience with technical products and/or demonstrated technical aptitude
• Demonstrated an advanced understanding of e-commerce businesses, including emerging marketing trends and e-commerce trends. Ecommerce experience strongly preferred
• Passion for helping customers and being a teacher 
• Ability to strike the right ongoing balance between being a detail- & process oriented-person, while also being a people-person
• Proactive problem solver. High reliability and outstanding follow-through
• Comfort with ambiguity, and not afraid to fail or make mistakes. Early stage experience strongly preferred
• Ability to make any customer smile and deliver a great experience
• Receptive to feedback and quick to iterate 
• Remote work experience desired

What You’ll Love About Us

• Salary range of USD $99,000 to $112,000 base plus variable compensation and significant equity regardless of location
• High growth startup - plenty of room for you to directly impact the company and grow your career!
• Fully remote culture - work from home (or wherever!)
• Fun - We’re passionate and enjoy what we do
• Competitive compensation and opportunity for equity
• Flexible paid time off
• Health, dental, vision insurance

For information about how we use your personal data, please see our U.S. Job Applicant Privacy Notice

About the Role:

RollWorks, the B2B division of NextRoll, Inc., is looking for a passionate customer success leader to develop an impactful team of 5 - 8 Customer Success Managers who are responsible for a critical aspect of our growth and retention. Reporting to Sr. Manager of Customer Success, you will be instrumental in the continuous evolution and development of our customer team’s strategy and ultimately the success of our customers.

As the Manager of Customer Success, you will bring intuition for business, project-management style organization, and a strong passion for empathetic coaching and development of team members. You will contribute to organizational initiatives, take a lead in role-specific enablement, and collaborate cross-functionally to advocate on behalf of the customer base of your team. This role may work with a small selection of customers on a rolling basis that are of critical importance to RollWorks. This is not expected to exceed 5 customers on a long-term basis. You will operate with momentum in a “scaling environment” where change is accepted for the opportunities it represents with the ability to stay agile aligned to key objectives. 

Unsure that you check all the boxes? You should still apply! We’ll review your application for other opportunities. We're always on the lookout for talented people and we're committed to developing each employee's career with over 1,800 training classes offered every year.

The impact you’ll make:

• Manage a team of 5-8 customer success managers who will own accounts to drive an 80+% renewal rate and 100%+ Net Revenue Retention, and expand SaaS within our contracted base, while also driving media growth and retention.
• Coaching, mentoring and developing individual team members to apply their strengths and cultivate career progression.
• Maintain a strong performance culture and champion a great team spirit that upholds NextRoll’s values.
• Partner with our cross functional teams to deliver appropriate support to our customers to aid our business goals.
• Identify and implement processes that focus on growing product adoption and customer usage of our platform QoQ as well as helping our customers integrate with key partners as the RollWorks ecosystem continues to grow.
• Support additional revenue from our existing customer base in addition to increasing our SaaS revenue per customer through upgrade and expansion initiatives.

Skills you’ll bring:

• 5+ years experience working directly with customers within a Customer Success function, and at least 1 year as a people manager.
• Ideal candidate has experience managing customer-facing team members in a dual-function or dedicated role.
• Strong mentoring, coaching, and people management skills with a record of leading successful teams.
• Strong analytical skills, turning data into actionable insights, recommendation, and conclusions.
• Understands how to effectively prioritize initiatives and delegate work, but also comfortable rolling up your sleeves to get things done.
• Ability to create structure in ambiguous situations and design effective processes.
• Desire to build more equitable, inclusive and diverse workplaces.

Benefits and perks:

• Competitive salary and equity
• 100% employee coverage for medical, dental and vision premiums
• Short and long term disability benefits at no cost to the employee
• Basic life and AD&D insurance at no cost to the employee
• 401K Plan (Pre-tax and Roth)
• 4 weeks of paid time off and work/life balance
• Up to 12 weeks of paid family leave (care for a family member, bond with a new child, etc.)
• Up to 6 weeks of paid disability leave (up to 12 weeks for pregnancy disability leave)
• Join a community of fellow Rollers as a member of one of our Employee Resource Groups 
• Ample opportunities to volunteer with local organizations with NextRoll Gives Back
• For additional benefits not mentioned, visit our Careers page

Additional Information:

Minimum salary of $96,900 to maximum salary of $140,700 + commission + equity + benefits. Up to 25% commission will be paid quarterly based on achievement of sales targets.

The range provided is NextRoll’s reasonable estimate of the base compensation for this role. The actual amount will be based on job-related and non-discriminatory factors such as location, experience, training, skills, and abilities. Consult with your Recruiter during the initial call to determine a more targeted range based on these job-related factors.

About RollWorks:

RollWorks, a division of NextRoll, offers ambitious B2B companies an account-based platform to align their marketing and sales teams and confidently grow revenue. Powered by proprietary data and machine learning, RollWorks’ solutions address the needs of organizations large and small—from those with best-in-class ABM programs to those just beginning their exploration. RollWorks empowers teams to identify their target accounts and key buyers, reach those accounts across multiple channels, and measure program effectiveness in their system-of-record. Learn more at www.rollworks.com.

We are committed to building diverse teams of “Rollers” and are proud to be an equal opportunity employer. Learn more about our DEI impact via our DEI Annual Report on our Culture page. All applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, citizenship, genetics, disability, age, veteran status or other characteristics. 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. To request reasonable accommodation, contact candidateacommodations@nextroll.com. 

The Opportunity

As a Customer Success Manager at UserTesting, you are responsible for creating and maintaining successful partnerships with one of our largest customers and ensuring they realize maximum value from our platform and services. CSMs at UserTesting are trusted business partners that help solve customers' business challenges through success planning and engagement, aligning and demonstrating the value of UT solution against our customers' initiatives to deliver positive business outcomes. This is accomplished through high-touch engagements, regular executive-level business reviews, and scaled communication programs. In this role, a Customer Success Manager also serve as the voice of the customer within the organization by sharing insights with cross-functional teams to inform the business of customer needs.

• Serve as a trusted advisor to our largest customers by providing product enablement, recommendations, and best practices on how UserTesting can address customer business goals, needs, and pain points.
• Focus on increasing usage of UserTesting solutions by providing prescriptive guidance and recommending use cases. 
• Manage the end-to-end customer experience from platform adoption to engagement to retention and serve as the voice of the customer within the organization.
• Partner closely with sales to manage account strategy and relationships and with renewal managers to ensure retention and uncover growth. 
• Implement tailored strategies to ensure our product is deployed, adopted, and utilized in a way that meets your customer’s objectives and is effective within their organization.
• Develop, lead, and deliver effective presentations and Business Reviews.
• Effectively share industry trends, marketing resources, and relevant case studies within your account portfolio.
• Identify customer’s business goals and initiatives, and uncover unmet needs and challenges.
• In partnership with your customers, develop and define success criteria and planning to ensure the UserTesting solution aligns to and delivers against customer goals & initiatives

What we are looking for

• Experience in Customer Success, Account Management, or Solutions Consulting role in the customer experience space. 
• Deep experience within customer success and/or account management.
• Experience with SaaS (UX Research, Analytics, Data Visualization preferred) in a customer-facing role across B2B accounts.
• A firm understanding of User Experience (UX) and Customer Experience (CX) principles.
• A track record of successfully managing projects and programs, setting priorities, and staying organised while managing a diverse book of business.
• Proven experience leading cross-functional initiatives with customers that drove success, including significantly increasing adoption, producing referenceable customers, turning senior stakeholders into champions, and driving account growth.
• Ability to work cross-functionally in a high-growth environment with attention to detail and a positive attitude.
• Individuals living in the west coast (Seattle, WA is highly preferred). 

Don’t meet every single requirement but excited about the role? We encourage you to apply! Research show us that certain demographics are less likely to apply unless they meet 100% of the requirements, but you may be just the right candidate for this or other roles. We know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

Perks and Benefits 

• Private Medical, Dental and Vision
• Health Savings Account
• Pre-Tax Benefit Accounts (FSA)
• Commuter Benefits - transit and parking 
• Flexible Time off 
• Basic Life insurance, Short-Term Disability and Long-Term Disability insurance
• 401(k) Retirement Plan 
• Professional Development Stipend
• Remote Equipment Expense Reimbursement
• Mental Wellness Employee Assistance Program
• Monthly wellness and telecommunications reimbursements
• Paid quarterly volunteering days and Charity donation matching
• Perks at Work discount scheme
• Pet Insurance reimbursement 
• Employee Referral Program
• Employee-led groups to help foster a more inclusive employee experience and build a culture of belonging at UserTesting. Read morehere! 

The Role: 

• As a member of our Enterprise Customer Success team, you’ll have the opportunity to directly influence how administrators engage with Newsela. 
• You’ll monitor the health of your portfolio and every step of the client life cycle, while working closely with our internal teams to ensure clients are engaging with and getting the most out of Newsela’s solutions.
• 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.
• 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.
• You will partner closely with members of our Sales, Marketing, and Support teams.

Why you’ll love this role:

• You will manage 20 to 25 enterprise accounts – some of the largest district accounts in the country.
• You’ll leverage data, our tech stack (including Gainsight and Salesforce/SFDC), and customer insights to drive company results in product adoption, renewal, and expansion.
• You’ll also have the opportunity to leverage frameworks for your work while still maintaining autonomy and discretion to personalize your approach to partnership with each district based on their goals and needs.
• You'll drive successful business reviews with clients and manage an assigned portfolio of clients and related OKRs.
• You will own client success planning for your accounts; you'll ask discovery questions, employ active listening skills, and synthesize client goals for successful renewal.
• You will have a direct impact on the expansion and adoption of Newsela products, which will ultimately scale Newsela’s ability to bring engaging, culturally responsive learning content to K-12 classrooms nationwide.

Why you’re a great fit: 

• You have 3+ years of enterprise level CSM experience in Educational Technology.
• You have a demonstrated history of hitting and exceeding company OKRs (may include renewal, health scores, product adoptions OKRs, etc).
• You have a history of driving customer retention and forecasting accurately.
• You proactively manage a portfolio of clients and build a strategic plan to maximize results.
• You monitor account health to identify areas of risk and opportunity, and leverage data and insights to drive product and partnership action. 
• You quickly become a product expert, understanding the nuances of your company’s products and acutely aligning them to solve for customer pain points
• You are able to leverage your experience in client success planning, and are able to ask discovery questions, actively listen, and synthesize client goals, to effectively uncover hidden needs and get to the root of the problem.
• You have a proven history of partnering with the Sales team to achieve revenue goals, and are able to work across teams to galvanize support and ensure clients have the resources they need to get the most out of their partnership.
• While not required, a background in education and/or Gainsight and Salesforce (SFDC) experience is a plus. 

Compensation:

• Base salary: $85,000 - $88,000
• On-Target Commission:$27,500
• Total OTE (On-Target Earnings):$112,500 - $115,500

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.