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 and French / German 
• 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

Company Overview
Securly, Inc. is the pioneering leader in AI-driven student safety and wellness solutions for K-12 schools. Our award-winning technology safeguards over 20 million students across 20,000 schools globally, continuously raising industry standards. Recognized as an EdTech Product of the Year and a Top Place to Work, we are driven by our mission to create safer, more supportive educational environments through innovation.

Job Summary
As a Customer Success Manager, you will manage relationships with approximately 300 small school districts primarily in the mountain timezone. Reporting to the Director of Customer Success, you will be responsible for driving customer satisfaction, retention, and account growth. This role combines proactive relationship management with consultative solution-selling, ensuring that clients maximize the value of Securly’s solutions through strategic engagement and support. Total compensation is based on experience and is up to $125K.

Key Responsibilities

• Customer Relationship Management: Build and maintain strong, trust-based relationships with stakeholders across your accounts to ensure long-term success.
• Customer Health Improvement: Monitor and proactively improve customer health scores, keeping at least 80% of accounts in the green zone.
• Needs Assessment and Strategic Planning: Conduct thorough assessments of customer needs and product usage to develop tailored account strategies.
• Account Growth: Identify and drive upsell and cross-sell opportunities, meeting or exceeding annual expansion revenue targets.
• Client Advocacy: Foster customer advocates by delivering exceptional service, encouraging testimonials, and building strong referrals.
• Satisfaction and Experience Metrics: Maintain a high standard of customer satisfaction by addressing client needs, resolving issues proactively, and delivering measurable improvements in overall account engagement.
• Territory Management: Develop and execute detailed territory plans to maximize growth opportunities and mitigate risks.
• Collaboration: Partner with sales, marketing, and product teams to align on customer objectives and enhance the customer journey.

Performance Milestones

First 30 Days

• Develop foundational knowledge of Securly’s product suite, including features, benefits, and value propositions.
• Establish rapport with assigned accounts, positioning yourself as their trusted advisor.
• Analyze customer health scores and identify areas for improvement.
• Gain proficiency in internal tools and systems, including CRM platforms.

First 90 Days

• Execute strategies to improve customer health scores, targeting 80% of accounts in the green zone.
• Develop strategic account plans for key clients, outlining actionable goals and timelines.
• Begin pursuing initial upsell and cross-sell opportunities.
• Build a strong framework to assess and improve customer satisfaction and engagement.

First 6 Months

• Establish strong, trust-based relationships with key account stakeholders.
• Secure customer advocates willing to provide testimonials or case studies.
• Streamline customer success workflows and implement process improvements.
• Fully leverage CRM and automation tools to enhance efficiency and outcomes.

First Year

• Achieve product mastery, confidently articulating Securly’s full product suite, features, and value propositions.
• Meet or exceed annual expansion revenue quotas through effective upselling and cross-selling strategies.
• Exceed retention goals (85%+) and reduce churn to below 1%.
• Maintain at least 80% of accounts in the green zone for health scores.

Required Skills and Qualifications

• Preferred Experience: Proven track record of success in EdTech as an AE, AM, CSM, or a similar role. Prior experience in K-12 teaching or administration is highly advantageous. Demonstrated expertise in applying digital customer success strategies and tools is essential.
• Process Optimization and Customer Success Platform/CRM Expertise: Proven ability to utilize CRM and Customer Success Platforms (CSP) to drive digital customer success strategies, streamline processes, and improve operational efficiency. Skilled in leveraging these tools to foster strong customer relationships, enhance retention, and deliver measurable results.
• Exceptional Communication and Relationship Management: Proven ability to deliver tailored messaging, build trust, and engage stakeholders at all levels.
• Resilience and Results Orientation: Demonstrated success in achieving and exceeding goals, with a positive and growth-oriented mindset.
• Strategic Thinking and Problem-Solving: Expertise in identifying challenges, developing solutions, and negotiating mutually beneficial outcomes.
• Product and Industry Knowledge: Proven ability to effectively articulate product features, benefits, and industry trends in the K-12 EdTech space.
• Sales Acumen: Proven track record of identifying and capitalizing on upselling and cross-selling opportunities to drive revenue growth.
• Adaptability and Client Engagement: Skilled in adapting strategies to meet client needs while maintaining high satisfaction levels.

Wellness & Benefits Overview

At Securly, we prioritize the holistic well-being of our employees, recognizing that a healthy work-life balance, mental nourishment, and physical wellness are key to professional satisfaction and personal happiness.

What We Offer:

• Competitive Compensation: Robust salary structure complemented by performance incentives.
• Health and Financial Wellness: Comprehensive health, dental, and vision insurance, with a 401(k) match.
• Parental Leave: 12 weeks of fully-paid parental leave.
• Work-Life Balance: Unlimited vacation, paid holidays, summer Friday half-days, and a full week of paid leave at year-end.
• Professional Development: $1,000 annual stipend to support your growth.
• Remote-First Culture: Flexibility to work where you are most productive.

Securly is an Equal Opportunity Employer
We are committed to diversity and inclusion, welcoming candidates from all backgrounds to bring their unique perspectives to our team. If you need accommodation during the application or interview process, please contact recruitment@securly.com.
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#LI-DO1

Senior Customer Success Manager

Looking for an innovative, high-growth, multi-award-winning company in one of the hottest segments of the security market?  Look no further than Veracode! 

Veracode is a global leader in Application Risk Management for the AI era. Powered by trillions of lines of code scans and a proprietary AI-generated remediation engine, the Veracode platform is trusted by organizations worldwide to build and maintain secure software from code creation to cloud deployment.

Learn more at www.veracode.com, on the Veracode blog, and on LinkedIn and Twitter. 

Veracode is seeking a talented, results-oriented, energetic, and highly motivated individual to join our Customer Success Team. The Senior Customer Success Manager (Sr CSM) is responsible for building and maintaining strong relationships within assigned strategic accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and solution growth opportunities. The Sr CSM works closely with our customers alongside Sales, Support, Account Management, App Security Consultants, and other Operations and Product Management teams at Veracode to ensure our services are delivered successfully and meet client expectations.

What you’ll be doing:

• Build and maintain strong relationships within assigned accounts.
• Promote customer satisfaction and loyalty by demonstrating an understanding of their critical business issues and needs while delivering products and services that help them meet their business objectives.
• Assist customers with creating, educating, and delivering of rollout plans, security policies, and integrated SDLC processes.
• Assist customers with onboarding of app sec and development teams, understanding compilation policies, and executing Consultation Calls to drive adoption and utilization.
• Create and manage account plans with customers which cover the entire customer journey.
• Understand the technologies, constraints, and other issues connected with an application security program and its implementation.
• Educate customers on the use and benefits of the Veracode solutions.
• Work closely with Veracode Support and other Services teams to ensure a consistently positive customer experiences by providing oversight and management for issues and initiatives.
• Work with management team to ensure critical issues are well-documented and properly escalated in an expeditious manner for resolution.
• Serve as customer advocate while capturing customer's feedback and reporting requests to Product Management and Engineering.
• Provide monthly account reporting to management and internal stakeholders.
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
• Develop and share best practices with team members to enhance the quality, effectiveness, and efficiency of our overall support of customers.
• Collaborate with Sales team on account strategy and identify opportunities for selling products and services within accounts.

What we’re looking for:

• 5 or more years of Customer Success / Consulting / Technical Account Management / Project Management experience
• Strong customer services skills – excellent verbal and written communication
• Ability to effectively manage multiple priorities and activities simultaneously
• Experience supporting more strategic relationships with higher profile clients
• Bachelor’s degree (Masters is ideal)

What we offer you: 

• Outstanding Medical, Dental, and Vision Coverage to meet all your healthcare needs. 
• Wellness benefits to help you focus on what’s most important.
• “Take What You Need” time off policy.
•  Extensive development and training offerings to help you grow your career at Veracode.
• Generous 401k match to help save for your future.
• Amazing community of professionals who take pride in what we do every day.

Compensation Transparency

In accordance with U.S. pay transparency laws, Veracode provides compensation transparency for roles based in the United States. Click here to view our compensation ranges by grade. Please note, specific compensation may be influenced by various factors including candidates experience, education, and work location.

Job Grade:Senior

Employment opportunities are available to all applicants without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

BetterCloud Customer Success Managers (CSMs) are a critical part of our customer-facing team. Starting with customer on-boarding to identify needs and set goals, CSMs manage all elements of the post-sale business relationship with customers, and drive customer usage within our software. Customer Success Managers are trusted advisers on how to use our product and map it to a customer's specific business needs. Our role is to serve as customer advocates by delivering product and partnership feedback to the BetterCloud team. At the end of the day, our mission is to ensure our customers have driven value from our solution and have had a delightful experience in the process.

Requirements

• Experience working with Mid-Market to Enterprise organizations
• Manage a portfolio of 15-25 customer accounts, all with a prescriptive engagement model to help deliver on our customers goals and expectations
• Build and maintain appropriate relationships with your customer accounts, creating a consistent experience focused on outcomes
• Can drive value-based ongoing engagement to align on customer strategies and business objectives which should align with the BetterCloud solution and internal service offerings
• Committed to customer satisfaction and happiness as measured by NPS
• Expert at juggling competing demands and managing limited time
• Team-oriented as displayed by participating in team meetings and actively engaging over Slack while we’re virtual
• Hardworking, driven, self-motivated and solutions oriented
• Passionate about technology and building a great company and a great product

Preferred Qualifications  

• 4+ years of customer success or consultancy experience
• Experience in SaaS 
• Experience with Customer Relationship Management (CRM) software such as Salesforce
• Awareness of best-in-breed SaaS-based technology

Responsibilities

• Develop and manage key programs to drive adoption within Corporate Accounts
• Gather and present product feedback and feature requests to appropriate teams within BetterCloud
• Consult regularly with clients to fully understand their needs and actively solve their pain points
• Act as the liaison between the customer and other teams at BetterCloud to prioritize issues, elicit feedback, or present customers with new opportunities
• Monitor customer health to be ahead of problems and continually drive product adoption
• Partner with internal teams specifically sales and renewals

Salary:

Salary Range:  $150K -180K OTE

This salary range represents BetterCloud’s good faith and reasonable estimate of the range of possible compensation for this role at the time of posting, and BetterCloud may ultimately pay more or less than the posted range.  The final salary for this position will be determined in BetterCloud’s sole discretion, consistent with applicable law, and based on a variety of factors, including but not limited to the employee’s work experience, skills, and qualifications for the role, as well as the needs of BetterCloud’s business and other operational considerations.

Compensation | Benefits

• Competitive base salary
• Full benefits package
• Stock options
• Career growth with an industry innovator

BetterCloud is an Equal Opportunity Employer, including disabled and vets.

Position Overview 

As a SingleStore Customer Success team member, you'll co-own a portfolio with assigned account executives, cultivating robust relationships and expanding SingleStore's presence both vertically and horizontally. Your role spans the post-sales customer lifecycle, emphasizing value maximization through effective SingleStore use.

Thriving in a dynamic, collaborative environment, you'll play a key role in SingleStore's growth and support customer adoption. With SingleStore as the exclusive database for data-intensive applications, it enables real-time transaction, analysis, and contextualization of data.

This role requires a technically adept critical thinker with a foundational understanding of real-time big data and additional knowledge in vector databases and AI use cases. These capabilities empower effective communication with technical and leadership resources, reinforcing relationships, and optimizing client value.

Role and Responsibilities:  

• Master SingleStore's core functionalities for diverse use cases.
• Communicate SingleStore's value proposition and functionalities, backed by customer references.
• Own a growing portfolio of customers with varying touchpoints.
• Collaborate across teams to maximize client value.
• Lead customer interactions from implementation to renewals and growth discussions.
• Advocate for clients internally, providing valuable feedback.
• Manage escalated ticket requests through the Support team.
• Disseminate updates on products, events, and maintain internal reports.
• Occasional travel may be required, typically less than 10% of the time, for conferences or establishing relationships with customers

Required Skills and Experience:  

• Degree in a tech-related field or equivalent experience.
• 3+ years in customer-facing roles involving Cloud technologies (CSM, TAM, Technical Support, Consulting, Engineering).
• Experience in Database (SQL, noSQL, HTAP) and Cloud technologies.
• Proficient in project management, issue tracking, and accountability.
• Strong verbal skills for relational building.
• Experience in escalation management and risk mitigation, demonstrating business acumen.
• Resourceful problem solver with creative approaches.

Benefits

• Company Wide
• Technology Stipend for New Employees 
• Monthly Cell Phone and Internet Stipend
• Health and Wellness benefit 
• In office catered lunches and monthly Grubhub credit
• Company and team events 
• Flexible time off 
• Volunteer time off
• Stock Options 
• Country Specific (if applicable) 
• HealthBenefits
• Retirement 

As employees are located in many different countries around the world, some benefits may differ from country to country. In all cases, we do our best to provide equitable perks and benefits across our locations.

Other:

• Employment Status: Full Time Employment 
• Work Authorization: Eligibility to work for US based employer 
• Location/Working classification: Remote - US or Hybrid 

SingleStore delivers the cloud-native database with the speed and scale to power the world’s data-intensive applications. With a distributed SQL database that introduces simplicity to your data architecture by unifying transactions and analytics, SingleStore empowers digital leaders to deliver exceptional, real-time data experiences to their customers. SingleStore is venture-backed and headquartered in San Francisco with offices in Sunnyvale, Raleigh, Seattle, Boston, London, Lisbon, Bangalore, Dublin and Kyiv. 

Consistent with our commitment to diversity & inclusion, we value individuals with the ability to work on diverse teams and with a diverse range of people.

To all recruitment agencies: SingleStore does not accept agency resumes. Please do not forward resumes to SingleStore employees. SingleStore is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company.

#li-remote #remote-li 

SingleStore values individuals for their unique skills and experiences, and we’re proud to offer roles in a variety of locations across the United States. Salary is based on permissible, non-discriminatory factors such as skills, experience, and geographic location, and is just one part of our total compensation and benefits package. Certain roles are also eligible for additional rewards, including merit increases and annual bonuses. 

Our benefits package for this role includes: stock options, flexible paid time off, monthly three-day weekends, 14 weeks of fully-paid gender-neutral parental leave, fertility and adoption assistance, mental health counseling, 401(k) retirement plan, and rich health insurance offerings—including medical, dental, vision and life and disability insurance. 

SingleStore’s base salary range for this role, if based in California, Colorado, Washington, or New York City is: $120k to $160k  USD per year

RollWorks, the B2B division of NextRoll, is looking for its next SMB Customer Success Manager to work with some of RollWorks’ highest potential customers. In this role, you will be central to building and maintaining strong relationships at scale and connecting customers’ goals to use cases within our product, driving enablement and full adoption, ultimately leading to value and retention of our customer base. As a SMB Customer Success Manager, you will work closely with our renewals management, product, marketing, and internal data and solutions engineering teams with a bias toward action and customer centricity.

This role is open in our San Francisco, New York City offices, orRemotelocations.

Not confident 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: 

• You will act as the primary customer contact with a focus on driving product adoption and contract utilization, change management, best practices, strategy, and alignment on value measurement and reporting methodology. 
• You will partner with renewals management to develop renewal plans for customers, and ultimately secure renewals and growth. 
• Become an industry, market, and platform / product expert by learning the RollWorks platform, how it works, best ways to structure ABM programs and campaigns, and how we fit and play in the market. Understand your customer’s business to advise, structure, and execute on relevant Account Based strategies.
• You will liaise with Product, Solutions Engineering, Customer Insights Analytics, Enablement, and Ad Ops as the voice of the customer, advocating to and partnering with these teams to drive strong product development, use cases, campaign management, and reporting. 
• You are comfortable in a “start-up environment” where change is not only expected but embraced for the opportunities it represents. You will use your ability to stay agile without losing sight of key objectives. You will be at the center and forefront of a rapidly evolving MarTech ecosystem and the expertise you develop in this role will pay dividends for your career. 

Skills you’ll bring: 

• 3-5 years of experience in a Customer Success or Customer-facing role in Software or Martech; B2B and experience working with a book of 40-60 customers preferred
• Experience training and enabling multiple customer personas on software, value reporting and simplifying complex or technical concepts in communication
• Ability to coordinate, influence, and organize several internal and external stakeholders in a fluid, efficient, and effective manner
• Highly organized and motivated on a multitude of levels - structuring customer calls / meetings / milestones / follow ups, creating long-term account plans, and balancing internal needs and improvements
• Extreme agility, seeing challenges as opportunities and moving steadfast in a rapid changing environment, contributing to continuous improvement for our customers, peers, and cross-functional teams

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 $84,516 to maximum salary of $122,403 + 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:

At RollWorks, we get buyers. We've spent 15 years collecting and refining 4.2 billion digital profiles, representing the most comprehensive and trustworthy buyer dataset on the market. We use AI and machine learning to turn buyer data into actionable insights and help customers activate those insights to drive full-funnel outcomes using our exceptional native B2B advertising product and integrations into 24 additional marketing and sales tools. By marrying cutting-edge buyer data, insights, and activation capabilities with our industry-leading ease of use, we enable growth-oriented B2B marketers to deeply understand their buyers and rapidly drive business results.

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.

Manager, Customer Success

Remote - US (Remote)

Who we are

Are you passionate about innovating at the intersection of technology and personal security? At Pindrop, we recognize that the human voice is a unique personal identifier, increasingly susceptible to sophisticated fraud, including the threat of deepfakes. We're leading the way in developing cutting-edge authentication, fraud prevention, and deepfake detection. Our mission is to provide seamless and secure digital experiences, safeguarding the most personal aspect of our identity: our voice. Here, you'll be part of a team driven by values of Innovation, Customer Advocacy, Excellence, and Impact. We're not just creating a safer digital landscape by fortifying trust and integrity with those we serve, we’re also building a dynamic, supportive workplace where your contributions make a real difference.

Headquartered in Atlanta, GA, Pindrop is backed by world-class investors such as Andreessen-Horowitz, IVP, and CapitalG.

What you’ll do 

The Manager, Customer Success is focused on client relationships and managing client expectations. The CSM team proactively drives product adoption and customer success, as well as serves  as the voice of the customer internally to Pindrop. Energetic and self-driven, the CSM leader becomes a trusted partner to our customers and a mentor to the CSM team. The CSM team manages numerous customers at different stages of the customer lifecycle. The CSM leader will support them to understand Pindrop products in-depth and constantly looking for new ways their customers can benefit from Pindrop technology. 

If you love working with dynamic companies, a passionate team and have thrived in a role like this before, then we want to talk to you! This is a remote based role located within the United States.

• Responsible for the enhancing customer relationships and long-term account retention across the CSM team
• Enable CSM team to develop key customer relationships to become a trusted advisor and maintain “customers for life”
• Define and execute account planning with CSMs and Account Executives to achieve strategic goals and identify areas for up-sell/cross-sell
• Responsible for renewal management and forecasting risks associated with renewal events for CSM team and associated customer accounts
• Enable CSM team to understand customer use cases/business objectives and promote Pindrop's value and ROI
• Measure and maintain high levels of customer satisfaction and nurture client health
• Serve as the initial point of escalation for the CSM team and mitigate risk and improve customer experience
• Participate in Executive Business Reviews for CSM team to further develop the CSM skill set, establish  strategic partnerships and promote customer satisfaction
• Enable the CSM team to reduce churn and drive new business growth through greater advocacy and referenceability
• Review customer complaints and concerns and seek to improve the customer experience 
• Maintain a detailed understanding of products and services to assist customers in realizing the full benefit of Pindrop solutions and technology
• Deliver transformational leadership so that the team is highly motivated and engaged.

Who you are

• You are a optimistic, empowering and effective people leader 
• You are comfortable communicating business challenges cross functionally 
• You are an excellent communicator and presenter for all levels of management
• You are optimistic and passionate about problem solving 
• You are a relationship builder
• You are resilient in the face of challenges, change, and ambiguity
• You are resourceful, excited to uncover innovative solutions and teach yourself something new when needed
• You take accountability, do the things you say you’ll do, under-promise and over-deliver
• You are nimble and adaptable when priorities change and continue to see the “forest through the trees” 

Your skill-set: 

• 7 years of customer success experience with at least 3 years in a leadership role 
• Proven ability to manage C-Level relationships with Fortune 100 customers
• Ability to manage revenue, increase net retention, and control expenses 
• Experience managing multiple enterprise accounts and ensuring clients have a high CSAT
• Ability to lead strategic discussions and foster positive business relationships
• Experience reporting customer health to executive management
• Experience with Microsoft Office and Mac O/S; Google, GMail, Gainsight, Salesforce
• Willing to travel up to 25% is required
• Understanding of call center/CCaaS/data center infrastructure is preferred
• Experience working in the security and/or fraud industry is preferred
• Previous experience growing, scaling, training and supervising a CSM team.
• Proven experience leading teams, driving software adoption and leveraging customer success best practices
• Possesses a strong management presence and leadership ability, with effective communication and interpersonal skills that inspire and motivate teams
• Experience working with enterprise customers and promoting solution value through product adoption and use case benefits
• Technical skills required, as they relate to the operational use of the product 
• Accountability and personal organization are essential
• Experience with subscription licensing sales model and managing SaaS contract terms

What’s in it for you

As a Pindropper, you join a rapidly growing company making technology more human with the power of voice. You will work alongside some of the best and brightest. We’re a passionate group committed to excellence - but that doesn’t stop us from enjoying the journey as a team with chess and poker tournaments, catered lunches and happy hours, wellness programming, and more. Because we take our jobs seriously, we add in time for rest with Unlimited PTO, Focus Thursday, and Company-wide Rest Days.

You have the chance to make a meaningful impact at an exciting, cutting edge technology company. Your input will be heard at an executive level, and help drive business decisions.

Within 30 days you’ll:

• meet the Customer Success team and have an understanding of their responsibilities, roles, tools used, and cadence of meetings. You’ll begin learning the basics of the products and how we measure their success.
• Understand CSM performance objectives, customer KPIs and CS OKRs
• Understand CSM processes and Gainsight functionality

Within 60 days you’ll: 

• Build strong, long-term relationships with customers
• Support and mentor a team of Senior CSMs 
• Begin to engage with your customer portfolio and lead the enterprise CSM team

Within 90 days you’ll:

• Teach us something new
• Be productive and successful in your CSM leadership role by adding value to our customers and the CSM team
• Be executing to Customer Success metrics and establishing individual performance objectives

What we offer

As a part of Pindrop, you’ll have a direct impact on our growing list of products and the future of security in the voice-driven economy. We hire great people and take care of them. Here’s a snapshot of the benefits we offer:

• Competitive compensation, including equity for all employees
• Unlimited Paid Time Off (PTO)
• 4 company-wide rest days in 2024 where the entire company rests and recharges!
• Generous health and welfare plans to choose from - including one employer-paid “employee-only” plan!
• Best-in-class Health Savings Account (HSA) employer contribution
• Affordable vision and dental plans for you and your family
• Employer-provided life and disability coverage with additional supplemental options
• Paid Parental Leave - Equal for all parents, including birth, adoptive & foster parents
• One year of diaper delivery for your newest addition to the family! It’s our way of welcoming new Pindroplets to the family!
• Identity protection through Norton LifeLock
• Remote-first culture with opportunities for in-person team events
• Recurring monthly home office allowance
• Remote and in-person team activities (think cheese tastings, chess tournaments, talent shows, murder mysteries, and more!)
• Company holidays
• Annual professional development and learning benefit
• Pick your own Apple MacBook Pro
• Retirement plan with competitive 401(k) match
• Wellness Program including Employee Assistance Program, 24/7 Telemedicine

What we live by

At Pindrop, our Core Values are fundamental beliefs at the center of all we do. They are our guiding principles that dictate our actions and behaviors. Our Values are deeply embedded into our culture in big and small ways and even help us decide right from wrong when the path forward is unclear. At Pindrop, we believe in taking accountability to make decisions and act in a way that reflects who we are. We truly believe making decisions and acting with our Core Values in mind will help us to achieve our goals and keep Pindrop a great place to work:    

• Audaciously Innovate - We continue to change the world, and the way people safely engage and interact with technology. As first principle thinkers, we challenge standards, take risks and learn from our mistakes in order to make positive change and continuous improvement. We believe nothing is impossible.
• Evangelical Customers for Life - We delight, inspire and empower customers from day one and for life. We create a partnership and experience that results in a shared passion.   We are champions for our customers, and our customers become our champions, creating a universal commitment to one another. 
• Execution Excellence - We do what we say and say what we do. We are accountable for making the tough decisions and necessary tradeoffs to deliver quality and effective solutions on time.
• Win as a Company - Every time we win, we win as a company. Every time we lose, we lose as a company. We break down silos, support one another, embrace diversity and celebrate our successes. We are better together. 
• Make a Difference - Every day we have the opportunity to make a positive impact. We operate with dedication, passion, and uncompromising integrity, creating a safer, more secure world.

Not sure if this is you?

We want a diverse, global team, with a broad range of experience and perspectives. If this job sounds great, but you’re not sure if you qualify, apply anyway! We carefully consider every application and will either move forward with you, find another team that might be a better fit, keep in touch for future opportunities, or thank you for your time.

Pindrop is an Equal Opportunity Employer

Here at Pindrop, it is our mission to create and maintain a diverse and inclusive work environment. As an equal opportunity employer, all qualified applicants receive consideration for employment without regard to race, color, age, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetic information, disability, marital and/or veteran status.

 #LI-Remote

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

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

Overview:

We are seeking a dynamic and results-driven Customer Success Team Lead to join our team. In this pivotal role, you will guide a team, ensuring both customers and team members fully leverage LivePerson’s technology and strategy to achieve impactful business outcomes. As a Customer Success Manager - Team Leader, you will collaborate closely with the regional CSM leader to drive operational excellence across the CSM team.

This hybrid "player/coach" role, with a 60/40 focus, involves directly engaging with enterprise customers and CSM teams to develop strategies that enhance the adoption and usage of our solutions. You will utilize existing resources and tools to drive success while continuously seeking innovative approaches. You will foster a culture of inclusiveness, transparency, and collaboration.

Success in this role means building strong, lasting relationships with both customers and your team, ultimately achieving trusted advisor status. You will also work closely with cross-functional teams and leaders to drive renewals and expansion opportunities, ensuring exceptional Net Revenue Retention (NRR) and maintaining a forward-looking perspective with the ability to anticipate business needs five quarters ahead.

You will: 

Team Leadership & Management:

• Drive and Implement Strategies: Develop and execute customer success strategies to ensure high adoption rates and customer satisfaction.
• Manage Escalations: Serve as a key point of contact for escalations, ensuring swift resolution and maintaining strong, trust-based customer relationships.
• Collaborate Cross-Functionally: Partner with sales, professional services, product, and support teams to align on customer goals and deliver business outcomes.
• Lead and Inspire Your Team: Mentor, guide, and motivate your team to meet and exceed performance targets while fostering a culture of continuous improvement.
• Cultivate Expertise: Demonstrate deep knowledge of the platform to support and guide both customers and team members effectively.

Client Management & Success:

• Maintain a portfolio of key accounts, serving as the primary point of contact for strategic clients.
• Develop and execute account strategies to drive customer satisfaction, retention, and growth.
• Understand client needs and objectives, and leverage LivePerson’s solutions to deliver tailored solutions that address their challenges.
• Monitor and analyze client performance metrics, identifying areas for improvement and proactively addressing potential issues.
• Partner with Sales, Product, and Support teams to ensure a seamless client experience and drive product adoption.
• Provide client feedback and insights to internal teams to influence product development and improve service delivery.
• Collaborate on customer success initiatives and best practices, sharing knowledge and strategies across the organization.

Reporting & Analysis:

• Track and report on key performance indicators (KPIs) for both individual team members and client accounts.
• Prepare and present regular reports on team performance, client health, and progress towards objectives.
• Use data-driven insights to inform strategies and drive continuous improvement in customer success practices.

You have:

• Bachelor’s degree in Business, Marketing, or a related field; advanced degree or certifications in Customer Success or related areas is a plus.
• 5+ years of experience in customer success, account management, or related roles, with a proven track record of managing teams and a portfolio of clients.
• Strong leadership skills with the ability to motivate and guide a team while managing client relationships.
• Excellent communication, problem-solving, and interpersonal skills.
• Demonstrated ability to analyze data and make informed decisions to drive client and team success.
• Proficiency with CRM systems and customer success tools; experience with LivePerson’s platform is a plus.

Benefits: 

The salary range for this role will be between $100,000 to $120,000. Final compensation will be determined by a variety of factors, including, but not limited to your location, skills, experience, education, and/or professional certifications. During the phone screening, your recruiter will provide the location-specific salary range for this role. Regardless of your personal situation or where you are in the world, LivePerson offers comprehensive and great benefits programs to meet your needs:

• Health: medical, dental, and vision insurance and wellbeing resources and programs
• Time away: Public holidays and discretionary PTO package for flexible days off with manager approval
• Financial: 401K, ESPP, Basic life and AD&D insurance, long-term and short-term disability
• Family: parental leave, maternity support, fertility services
• Development: tuition reimbursement and access to internal professional development resources.
• Additional: 24/7 access to professional counselors, voluntary insurance coverage, exclusive perks and discounts
• #LI-Remote

Why you’ll love working here: 

LivePerson is a hub for the ever-curious and proactive, offering a flexible work-life balance tailored to individual needs. With offices and WeWork locations worldwide, our flexible work policy provides our teams the freedom to work from their preferred environment. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

Belonging at LivePerson

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

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

At Webflow, our mission is to bring development superpowers to everyone. Webflow is the leading visual development platform for building powerful websites without writing code. By combining modern web development technologies into one platform, Webflow enables people to build websites visually, saving engineering time, while clean code seamlessly generates in the background. From independent designers and creative agencies to Fortune 500 companies, millions worldwide use Webflow to be more nimble, creative, and collaborative. It’s the web, made better. 

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 Customer Success Manager to help drive value for a 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 - West region &BC, Canada) **must reside in Pacific or Mountain time zone
• Full-time 
• Permanent
• Exemption status (Relevant to US only)
  • 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: $128,000 - $161,000
  • Zone B:  $121,600 - $153,000
  • Zone C: $115,000 - $145,000
  • Canada  (All figures cited below in CAD and pertain to workers in ON & BC, Canada)
  • $144,700 - $182,400

• 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’smarket 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 Senior Manager, Customer Success

As a 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.

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) Customer Success Manager if you have:

• 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. (3-4 years of relevant experience preferred)
• Strong verbal and written communication skills: able to present complex ideas in an accessible and engaging way to both internal and external stakeholders, including executive level conversations with customers. 
• Keen business sense to discover and understand customer business objectives and pain points to ultimately measure Webflow’s financial impact on the customer’s business.
• Excitement to dive into the technical details of the product to understand the customer’s use-case and needs thoroughly.
• Great people skills: genuine, warm, curious, engaging, conversational, friendly, empathetic, and caring. 
• Excellent 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. 

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.

This position is 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!
• 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

What to expect from our hiring process :

• Intro Call: You’ll hop on a quick call with the Recruiter so we can get to know you better — and you can learn a little more about the role and Postscript. 
• Hiring Manager Intro: You’ll hop on a quick call with the Hiring Manager so your future Manager can get to know you better — This is a great time to learn more about the team & position. 
• Virtual Onsite Interviews: You’ll be meeting with 2-4 team members on a series of video calls. This is your chance to ask questions and see who this role interacts with on a daily basis.
• Homework Assignment: We will send over an exercise that challenges you to solve a problem & come up with a creative solution, or outline how you've solved a problem in the past. Get a feel for what you’ll be doing on a daily basis!
• Final FEACH Interview: This is our interview to assess your ability to represent how you work via our FEACH values. As we build the #1 team in Ecommerce, we look for individuals who embody FEACH professionally and personally. We want to hear about this in your final interview!
• Reference Checks: We ask to speak with at least two references who have previously worked with you, at least one should be someone who has previously managed your work.
• Offer: We send over an offer and you (hopefully) accept! Welcome to Postscript!

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

About Us

Simon Data was founded in 2015 by a team of successful serial entrepreneurs. We are an enterprise customer data platform that empowers marketers to create personalized data-driven experiences for the customers. We’re scrappy problem solvers who believe in tackling big challenges with disruptive thinking and giving our customers the support they need to deliver great next-generation experiences at scale.

Simon Data is a data-first customer experience orchestration platform, designed to disrupt the marketing technology and marketing cloud category. Simon’s platform empowers businesses to use enterprise-scale data and machine learning to power customer communications across every channel. Our unique approach allows brands to develop one-to-one relationships with their customers without building a bespoke in-house data infrastructure.

At Simon, we firmly believe that business success starts and ends with people. We all do our best work when we are surrounded by other friendly top performers who want to succeed together. This attitude is core to our values. When you trust your team, invest in their development, and give them ownership, great things happen.

The Role

We are seeking a Senior Customer Success Manager to lead strategic client engagements, drive technical solutions, and manage renewals and upsells. Simon’s CSMs serve as the primary point person for our clients - high growth venture backed companies and leading enterprise brands! In this role you will lead every phase of the post-sale relationship, from integration to campaign development and launch to renewal. Simon CSMs are responsible for maximizing client value on our platform, helping to develop strategies driving millions in incremental revenue for clients and enabling clients to implement these strategies within our platform. You will be responsible for client engagement across the platform and ensuring overall client happiness and renewals.

This position is ideal for you if you are someone who is analytically-minded and interested in learning tech from the ground up, but also communicates clearly and is passionate about building relationships. This is a great opportunity for someone who wants to work for a scrappy start-up and learn a plethora of skills by wearing a lot of hats! 

What You’ll Do

• Engage with business and marketing leaders to understand their strategy in using our platform and the marketing and data teams to implement that strategy. This includes leading data driven and product discussions with business leaders
• Work with Simon Data's customers on data integration and analysis to help drive their retention marketing and customer lifecycle goals
• Lead integration efforts with clients, working closely with our integration engineering team to provision client accounts, get data pipelines configured and ensure the client is setup for success on the Simon platform
• Build client relationships
• Educate customers on new product offerings and drive adoption
• Increase the services and the value that Simon provides our customers
• Negotiate renewals by ensuring platform value is realized to the fullest extent
• Generate referrals through introductions from current happy clients
• Champion processes and product improvements
• Drive and improve our efficiency and effectiveness by developing materials, tools, and processes for efficient and effective integrations with our clients’ systems
• Work closely with technical and product teams to determine the short and long term product roadmap - be the voice of the customer to drive product initiatives
• Develop systems to streamline the engineering support we offer clients post-integration
• Compile training materials to keep clients well ­versed in the nuances of our complex product offerings
• Collaboration and Influence: Work closely with cross-functional teams, including Sales, Customer Success, Product & Engineering, to drive successful outcomes for customers and for TAM
• 20% travel to client meetings and trade shows expected. 

Qualifications

• 5+ years of experience in consulting, customer success, or client facing roles
• Analytical skill set, with experience in Excel or BI platform
• Have used CRM tools (i.e. Salesforce) and Project Management tools (i.e. Taskray)
• Experience with CDWs (Snowflake, Google BigQuery and Redshift are a plus)  
• Operate independently / autonomously / minimal supervision
• Strong eye for business, ability to strategically partner with clients
• Strong project management and individual organizational skills
• Results-driven strategic problem solver who is able to thrive in an unstructured and fast-paced environment
• Experience managing enterprise or large SMB customers ranging various adoption of the platform and customer health (10-15 customers)
• Query language experience a plus (e.g. SQL)
• Experience managing technical experience in complex customer environments with strong product command and technical knowledge
• Thoughtful, curious and a problem solver
• Bachelor's degree in Engineering, Mathematics, Economics or other quantitative field

This position is remote, however, candidates must live in Eastern Time. 

What We Offer

• 100% coverage of medical premiums for employee AND family
• Flexible PTO 
• Generous Maternity and Paternity Leave
• Remote work, quarterly wellness, and client support stipends
• Professional Development Stipend

In compliance with the state and city salary transparency requirements, the potential salary for this position is from $95,000 to $120,000 which represents a range commensurate with experience.

Visa sponsorship for this role is currently not available.

Diversity

We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Company Overview:

Cohere Health is a fast-growing clinical intelligence company that’s improving lives at scale by promoting the best patient-specific care options, using leading edge AI combined with deep clinical expertise. In only four years our solutions have been adopted by health insurance plans covering over 15 million people, while our revenues and company size have quadrupled.  That growth combined with capital raises totaling $106M positions us extremely well for continued success. Our awards include: 2023 and 2024 BuiltIn Best Place to Work, Top 5 LinkedIn™ Startup, TripleTree iAward, multiple KLAS Research Points of Light, along with recognition on Fierce Healthcare's Fierce 15 and CB Insights' Digital Health 150 lists.

Opportunity Overview:

Cohere is looking for a Customer Success Manager in support of new customer accounts. In this role, you will be responsible for taking ownership for steady state account relationships and acting as the primary point of contact for your clients. This will include cultivating relationships across the customer organization to develop insights, shaping how they perceive the value we deliver, and ensuring that they are receiving the best support possible.  As the primary client advocate within Cohere, you will need to form strong cross functional relationships and leverage excellent communication skills to enable efficient value delivery. You will lead and will execute day-to-day program operations including preparing for and presenting at regular touchpoints with the client, developing and delivering reporting, addressing customer issues, and responding to ad hoc requests.

If you are passionate about deploying technology-driven solutions to enhance patient experience, drive clinical excellence, and achieve healthcare operational efficiencies, we want to hear from you!

Last but not least: People who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles. We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone.

What you will do:

• Serve as the client’s primary point of contact for collecting feedback about the partnership and leading any internal and external activities associated
• Partner with Strategic Accounts to develop a deep understanding of the assigned client’s organizational structure, business objectives, and areas of opportunity and translate that understanding into a unique value proposition that Cohere Health can deliver measurable results against
• Generate materials and reporting that can be leveraged to deliver insights to the customer and demonstrate how the program is performing against key success metrics
• Function as the client’s advocate and the subject matter expert to the rest of the Cohere organization
• Document and create organizational visibility to key internal stakeholders on:  
• Insights including outstanding roadmap opportunities, areas of risk, and key client activities and expectations
• Progress of weekly/monthly/quarterly initiatives
• Key account metrics (e.g., relationship status, progress to goals, roadmap, etc.)
• Work collaboratively with various internal stakeholder groups such as product, engineering, service operations, clinical programs, sales, and analytics to ensure that our clients realize the full value of the services we deliver
• Lead initiatives to optimize the existing program activities and respond to acute issues as they arise

Your background & requirements:

• Bachelor’s degree
• 4-7 years of experience in client-facing roles (client management, customer success, or similar role)
• Proven track record for influencing clients and internal stakeholders
• Previous experience working in the healthcare industry, preferably as a vendor for or as an employee of health plans. Technical or SaaS experience a plus
• Highly collaborative with a passion for teamwork, building relationships, and effectively working cross-functionally to deliver a superior client experience
• Excellent communication skills equally adept at presenting prepared materials and speaking to relevant topics extemporaneously 
• Strong analytical skill set and a proven ability to effectively use data to inform strategy and exceed key performance metrics
• Adept at shifting between operational and strategic mindsets, leveraging systems thinking to prioritize those activities that will most effectively solve your clients’ most important problems
• Highly organized with a systematic approach to time management
• Energized by ambiguity and the opportunity to achieve something novel
• Willingness to travel up to 25% of time

We can’t wait to learn more about you and meet you at Cohere Health!

Equal Opportunity Statement 

Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all.  To us, it’s personal.

The salary range for this position is $80,000 to $105,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Cohere is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment.

#LI-Remote

#BI-Remote

Responsibilities

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

Qualifications

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

Salary range: 100,000 - $120,000

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

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

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

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

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

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

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

Overview

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

What you’ll do

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

What you’ll bring

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