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.

We are looking for the most talented individuals that are energized by working in fast-paced and international environments. Our team is passionate, dedicated and highly motivated to tackle the daily challenges of a SaaS scale-up. We constantly improve our processes to support our team and business to grow at a fast pace in a sustainable manner.

As a Junior Customer Success Manager, you will own and manage a portfolio of customers and be responsible for their overall success.

Your Responsibilities

• Be the voice of your customers.
• Manage a portfolio of accounts post implementation, being their dedicated Success Manager, focusing on growing adoption, ensuring retention, expansion and satisfaction
• Partner with customers to understand their strategic goals, priorities, and desired business outcomes. Work with them to build and execute on a success plan and key performance indicators.
• Provide coaching and best practices to improve the adoption of Beekeeper and expand usage into new use cases
• Interact and engage with customers on all levels (incl. VPs and Directors) and different personas (Comms, HR, IT, Operations, Frontline)
• Work closely with your Account Manager counterpart to develop a joint success plan for your customers and identify expansion opportunities within your customer portfolio
• Drive accountability for deliverables internally and among customer teams to create a sense of ownership and get things done.
• Collaborate cross-functionally with Sales, Product, Engineering, Marketing, and Operations to address your customers’ needs. 
• Contribute continuously to the overall improvement of internal processes

What we look for in you

• 2+ years of work experience and ideally with some B2B experience working in Customer Success, Consulting, Project Management or Account Management in a Software as a Service context (SaaS). 
• Fluency in written and spoken French and German is a must.
• Outstanding written and verbal communication and in-person presentation skills
• Solution oriented mindset, highly-organized, and possessing a structured approach to resolving complex issues
• Ability to explain complex concepts clearly and translate data into insights
• Drive results by being customer-centric and frontline first, taking initiative and having a hands-on mentality
• Positive and constructive attitude, passionate about customer success and energized by helping others
• Strong relationship-building skills, consulting skills and technical curiosity
• Ability to manage a customer portfolio and effectively prioritize your time based on customer needs, business goals and opportunities
• Ability to handle difficult customer situations and set expectations

Bonus Points

• Some experience in change- and project management
• Experience with discovery and questioning techniques
• Technical understanding of SaaS landscape
• Basic technical understanding of integrations / APIs
• Experience in conducting in-person or online workshops

What we offer

• A competitive salary.
• A great career trajectory.
• An amazing team with 20+ nationalities
• Eager to learn?! We have a Personal Learning & Development Budget to help you develop all the skills you need to succeed. 
• Phone & Home Internet reimbursement every month. 
• 25 days of annual leave and 2 Mental Health Days, which brings you to 27 paid holidays per year.
• Laptop for work purposes.
• Budget for setting up your Home-Office. 
• Sabbatical Program – 1 month paid leave at 3, 5, 10 year tenure.
• Pension scheme plan with 3 options to choose from
• Maternity leave 16 weeks full pay
• Paternity leave 4 weeks full pay
• Oh and don’t forget about our Beekeeper Stock options!

Who we are

Beekeeper believes in the potential of every single employee. That’s why we’ve built the essential platform for frontline workers. We help organisations digitally enable their frontline, to boost productivity, quality and safety, and be more agile.

At Beekeeper, we celebrate diversity! All qualified applications will receive consideration for employment regardless of race, colour, ancestry, religion, nationality, sexual orientation, age, citizenship, marital status, disability or gender identity. We are committed to ensuring a smooth application process for all candidates. If you require accommodations due to a disability, please reach out to jobs@beekeeper.io, and our team will be more than happy to assist you. 

Please know that you are not required to share your nationality, age or a picture of you on the CV! We are looking forward to your application ????!

OVERVIEW

As we continue our fast growth, we are looking to add to our Enterprise Solutions team. We are hiring an Enterprise Customer Success Manager, specializing in Caper carts, to help support and grow Caper rollouts. In this role, you will have responsibilities including, but not limited to, providing proactive and strategic guidance on optimal usage of Caper offerings, serving as the internal voice of the retailer, cross-functional internal coordination of retailer requests/initiatives, and assisting with the development of the customer success processes, metrics and engagement strategies throughout the customer lifecycle.

ABOUT THE JOB

• Develop and lead the pilot and scaling strategy for a portfolio of retail partners leveraging Caper technologies
• Collaborate with Business Development, Enterprise Solutions and Product teams to execute on and help create playbooks, data points, tools and resources to educate and encourage the piloting and scaling of Caper usage on the platform 
• Be a subject matter expert of Caper’s in-store experience and how it interact with and augment Instacart’s other enterprise offerings, and provide consultative services to internal and external audiences to educate on best practices and tactics for optimal success on the platform
• Help develop partner-facing collateral and lead presentations to external audiences to evangelize Caper offering, including demonstrations of the suite of enterprise products and services
• Establish a deep understanding of Instacart's business operations, including internal processes, functional group strategies, and competitive landscape context
• Engage, educate, collaborate, and problem solve with internal and external partners at all levels of the organization

YOUR DAY TO DAY

Strategic Planning

• For each retailer in your portfolio, develop a deep understanding of their business goals, strategies, and initiatives, and advise on how Instacart’s Caper offerings play a role in those initiatives
• Evangelize the Caper value proposition
• Build and maintain strong relationships across multiple internal and external client stakeholders 
• Manage senior level (VP/Director) client relationships in partnership with the Account Management team

Analytical Support

• Develop, advise and monitor retailer metrics and KPIs, leveraging these insights to drive business results and to understand how our Caper products are performing for retailers

Product Knowledge

• Become a subject matter expert (SME) on our retailer-facing suite of products and be proactive in how clients can leverage it to grow their business
• Provide expert consultation to clients leveraging your knowledge of the Enterprise solution set including:
• Development of the onboarding/training process for Enterprise retailers joining our platform
• Development of collateral and training materials to support education of new quarterly feature releases

ABOUT THE TEAM

Caper builds smart shopping carts powered by deep learning and computer vision to enable a seamless grab-and-go retail experience. Caper’s unique technology is a plug-and-play solution that does not require retail store renovation, operational overhaul, heavy computing, and endless image labeling & training. Retailers simply purchase smart shopping carts and the entire store is upgraded with cashierless capabilities!

Caper is one of the fastest-growing retail automation technology products in the market, costs less than 1% of our competition’s infrastructure and is already widely adopted in the marketplace.  Our cross-functional team solves challenging problems in ways that our customers love.  

ABOUT YOU

• 5+ years previous Customer Success or other relevant experience
• Prior experience should focus on enterprise and / or SaaS
• Strong project/program management skills 
• Technical acumen to allow effective articulation of Instacart’s Enterprise capabilities & offerings highly preferred
• Experience working with hardware highly preferred
• Experience with grocery, operations, or logistics highly preferred
• Excellent communication skills with the ability to distill complex issues
• Comfort with large data sets and ability to extract business insights from analysis 
• Comfort with ambiguity and a rapidly evolving business landscape
• Solid stakeholder management skills, both for internal and external stakeholders
• Quick communication response times
• Ability to manage across functions and present to leadership
• Creative problem-solver
• Positive, energetic, and influential relationship builder

Customer Success Manager

????UK (Remote or Hybrid)

????£-Competitive

Our Perks

❤️ Monthly Health & Wellness budget, increasing with length of service

???? Annual Learning and Development budget

????????‍♂️ Flexible working in a choice first environment - we trust the way you want to work

???? WFH Equipment (let us know what you need and we’ll get it for you!)

???? 25 Holiday Days + your local bank holidays, plus an extra day for every year of service

???? Your birthday off

???? Paid sick leave

???? Enhanced Family Leave

⚕️ Optional healthcare plan

???? The ability to share in the company’s success through options

???? Perks including discounts on cinema tickets, utilities and more

???? Annual Chattermill summits plus regular socials throughout the year

???? If you’re in London, a dog friendly office with great classes, events, and a rooftop terrace

????‍♀️ The Role

At Chattermill, we build a platform that helps customer-centric brands like Uber, Amazon, Wise, JustEat, Booking, HelloFresh etc. to continuously delight their customers by staying ahead of millions of feedback data they are getting across a number of channels - from surveys, reviews, social media, support conversations, etc.

We are leveraging the latest NLP and LLMs tech to make sense of what their customers are saying - and combine it with analytics and visualisation to deliver proactive, context-rich insights on what to do.

We are looking for a talented and enthusiastic Customer Success Manager to join our team, dedicated to ensuring our clients are getting the most out of the Chattermill platform, maintaining their satisfaction and ongoing support. As a member of our Customer Success team, you'll collaborate closely with the wider revenue team and technical departments. 

???? What you’ll do as an Customer Success Manager:

• Discover upgrade opportunities within our enterprise key accounts, in addition to building and implementing strategies to close these opportunities.
• Use the capabilities of the Chattermill platform to identify insights for our key accounts on a proactive basis. You will have access to some of the most comprehensive customer feedback datasets in the world supported by cutting edge Deep Learning for the analysis of this data. The opportunity to find insights which have significant impact on our clients businesses is huge.  
• Build deep customer relationships “high and wide” (operational through executive, across all the relevant functions).
• Become an expert in the use of the Chattermill technology and what it makes possible for our partners.

???? What you’ll need:

• Experience working with large organisations, managing relationships with enterprise clients
• Confidence presenting to large groups of people and meeting clients regularly
• Understanding of commercial value of customer insight and how businesses use it to make decisions
• Comfortable working with numbers to form arguments and answer questions

➕ It'd be a bonus if you have experience with:

• Experience working with Net Promoter Score or a different customer experience methodology

✨ Chattermill - Who we are:

Co-founded by Mikhail Dubov and Dmitry Isupov in 2015 while at Entrepreneur First, Chattermill was born out of their frustration that it took weeks, sometimes months, for customer research to yield any quality insights. Often, these would be out of date by the time they reached decision-makers. And it was also financially out of reach for most companies.

When they started what eventually became Chattermill, they had a hunch that they could use the newly available tech of deep learning to help companies find insights amidst messy data. Their vision was to take what agencies and cutting-edge brands were doing by hand and automate it.

Today, our Customer Experience Intelligence platform is used by the world’s best-loved customer-centric companies including Uber, Amazon, Wise, JustEat, Booking, HelloFresh of whom can now see, and act on their customer reality.

Our mission is to rid the world of bad experiences by making it easy for any brand to identify and prioritize the key issues their customers are facing.

???? Our Hiring Process

1. Let’s introduce ourselves – you’ll have an introductory call with our Talent team - we’d love to learn more about you, your ambitions, and what you’re looking for in your next step. 
2. Get to know your would-be team – you’ll have a call with your would-be manager, Junior Hewitt (VP of Customer Success), and another member of the team, where they’ll answer any of your role specific questions and you can show off your experience
3. Show us what you're made of - We'll provide you with a short task to complete to further showcase your skill set
4. How our values and your career goals align – you’ll have a call with our cofounder to learn more about life at Chattermill and ensure we’re the right place for your next stage of growth

???? Our Values

????‍♂️ We are obsessed with experience – We take our mission to rid the world of bad customer experience seriously, and we practice what we preach.

???? We believe in the power of of trust – Whether it's with each other, our customers, partners, or other stakeholders we always communicate with openness and trust.

???? We act as responsible owners – Whether it's about the company, a team, a project, or a task, having the freedom to make decisions in our area of responsibility is a crucial driver for us.

???? We share a passion for growth & progress – On every level, we’re motivated by taking on new challenges – even if they seem out of reach. We recognise that we are learning machines and we always seek to action feedback and improve collectively.

???? We set our ambitions high but stay humble – We've come together to build a product and a category that’s never been seen before. While we're an ambitious bunch with lofty goals, we don't approach this goal recklessly.

???? We believe the right team is the key to success – At Chattermill we’ve learned that all our important achievements have been the result of the right people collaborating together – that’s why we need you to apply today!

???? Diversity & Inclusion

We want to enable exceptional experiences for everyone, and to achieve this we need everyone’s voice in our team.  We are on a mission to bring more diversity into the business in 2024 and to give everyone (from all backgrounds and abilities) a chance to join us, even if they may not fit all of the requirements set out in this job spec.

We realise that some may be hesitant to apply for a role when they don’t meet 100% of the listed requirements – we believe in potential and will happily consider all applications based on the skills and experience you have, we’d love to be part of your growth and we encourage you to apply!

We believe in removing unconscious biases from our recruitment process wherever possible.  As part of this effort, we ask that you do not include your photograph or personal details with your application.

Senior Customer Success Manager

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 Senior Customer Success Manager (CSM) is focused on client relationships and managing client expectations. CSMs proactively drive product adoption, and act as the voice of the customer internally to Pindrop. Energetic and self-driven, CSMs become a trusted partner to our customers so that they stay and grow with Pindrop. CSMs manage numerous customers at different stages of the customer lifecycle. They understand Pindrop products in-depth and are constantly looking for new ways their customers can benefit from a new Pindrop technology. 

If you love working with dynamic companies 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 overall business relationship and long-term account retention
• Develop key relationships to become a trusted advisor and maintain “customers for life”
• Define and execute account planning with Account Executives to achieve strategic goals
• Responsible for renewal management and forecasting risks associated with renewal events
• Understand customer business objectives and promote Pindrop's value and ROI
• Measure and maintain high levels of customer satisfaction and nurture client health
• Understand customers use cases and identify areas for up-sell/cross-sell
• Serve as the Primary Point of Contact for your customers for the life of the relationship
• Conduct Annual onsite Executive Reviews focused on demonstrating ROI and developing a strategic partnership
• Host regular remote Business Reviews focused open items, performance and product/feature adoption
• Report internally and to the customer on results of annual Satisfaction Surveys 
• Serve as conduit between customer and product team by communicating new features, enabling the enhancement request process, facilitating beta agreements, coordinating case studies and customer references, and compiling product feedback
• Manage contractual commitments and track subscription license usage on a monthly basis
• Facilitate responses for compliance and model risk assessments
• Leverage Gainsight to manage and document customer information and interactions

Who you are

• You are an excellent communicator and presenter for all levels of management
• You understand the value of strong relationships and cultivate them both internally and externally
• You are resilient in the face of challenges, change, and ambiguity
• You are optimistic and believe that you can make a problem into a solution
• 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 relevant experience with at least 5 years in a Senior Customer Success Manager role
• Proven ability to manage C-Level relationships with Fortune 100 customers
• Ability to manage revenue, increase billable utilizations, reduce and control expenses 
• Experience managing multiple enterprise accounts and ensuring clients have a high CSAT
• Ability to lead strategic discussions
• 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

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. 

Within 30 days you’ll

• Complete onboarding and attend New Employee Orientation sessions with other new Pindroppers
• You will learn the role of the CSM at Pindrop 
• You will become familiar with the processes and products that you will support

Within 60 days you’ll

• • You will get up to speed on specific customer accounts and start to engage with your customer portfolio 
  • You will continue learning Pindrop and our products 

Within 90 days you’ll 

• • Teach us something new
  • Be productive and successful in your CSM role by adding value to our customers

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
• New hire and recurring monthly home office allowance
• When we need a break, we keep it fun with happy hours, ping pong and foosball, drinks and snacks, and monthly massages!
• 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 a Conversational AI company creating digital experiences that are Curiously Human. Every person is unique, and our technology makes it possible for companies, including leading brands like HSBC, Orange, and GM Financial, to treat their audiences that way at scale. Nearly a billion conversational interactions are powered by our Conversational Cloud each month.

You’ll be successful at LivePerson if you are excited to build something from the ground up. You excel by finding daily opportunities to grow at the same pace as the technology we're building, and you build partnerships that improve our business. Likewise, you’re someone who sees feedback as a chance to learn and grow and believe decisions powered by data are the norm. You care about the wellbeing of others and yourself.

Overview: 

The Customer Success Manager position is a pivotal role at LivePerson. The Success Manager is the face of LivePerson to their customers & the main focal point for all related topics. 

LivePerson's goal is to connect consumers with brands through LivePerson's set of AI solutions and innovative channels. A Success Manager focus is to retain and grow their Book of Business by identifying the unique value for each brand, maintain close relationships with key stakeholders and ultimately expand each account in terms of the solutions LivePerson has to offer. This position will report into the Sr. Director of Customer Strategy and Innovation. 

You will: 

• Drive growth by identifying upgrade opportunities and generating new revenues with existing customers.
• Develop relationships to serve as a trusted consultant with customers to optimize their online engagement strategy.
• Understand how to build and present a LivePerson sales story using data and insights.
• Generate business plans to define your strategies and tactics.
• Understand and adapt to LivePerson's ongoing product and technology developments.
• Manage multiple cross-product opportunities and projects.
• Monitor usage and product adoption, proactively contact clients upon low usage and deliver coaching/training to improve their utilization.

You have:

• Tech savvy with good analytical skills.
• 5+  years experience in international B2B customer facing positions with a proven sales record.
• A strong understanding of businesses and digital trends.
• Customer oriented and excellent communication skills.
• Excellent presentation skills.
• Proven experience in customer facing roles, via telephone, web and face to face.
• Understanding of e-commerce business needs.
• Experience in working with multiple stakeholders (Product, procurement, legal etc). 
• Ability to think and act independently 
• Curiosity & resourcefulness to understand brands internal process.
• Proficient in English a must

Benefits: The salary range for this role is $100,000 - $110,000 base and will have a commission split. Final compensation will be determined by a variety of factors, including your location, and your experience, education, and/or certifications. During the phone screening, the recruiter will provide the location-specific salary range for this role. The compensation package also includes the following benefits, which may be updated from time to time:

• Health: medical, mental, dental, and vision
• Time away: vacation, dependent care, holidays, wellness days, and more
• 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, native AI learning
• Additional: WFH support, 24/7 access to professional counselors, voluntary ins. coverage, exclusive perks and discounts

Why you’ll love working here:

Your entrepreneurial spirit will be supported. We love team members who chase down their big ideas, become experts, help colleagues, and own their work.These four company values guide our continued, holistic growth as individuals, as teams, and as a global organization. And to further make our point, let's just say we're very proud to be on Fast Company's list of Most Innovative Companies and Newsweek's list of most-loved workplaces. 

Belonging at LivePerson

At LivePerson, people from diverse backgrounds come together to make an impact and be their authentic selves. One way we share and connect is through our employee resource groups such as: Live In Color, LP Proud, and Women In Tech. 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 a reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

#LI-Remote

 About Us

Simon Data was founded in 2015 by a team of successful serial entrepreneurs with a passion for transforming data to drive real-world results. We are building a best-in-class 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.

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

The Enterprise Customer Success Manager role is all about ensuring that Simon’s largest, most sophisticated clients extract as much value out of our platform and services as possible. As the owner of a portfolio of strategic accounts, you are accountable for the success of each partnership; which you will ensure by devising creative and thoughtful strategies for delivering material business value and marshaling the cross-functional resources required to execute against those strategies. The Enterprise Customer Success Manager (SAM) at Simon Data is accountable for a book of business of existing client accounts that Simon cannot afford to lose. The SAM is persistent in their quest to produce value to portfolio customers where Simon can support data and marketing needs. As the person accountable for success or failure of the account, you will set the example for cross-functional resources that deliver the technical account management to make your clients happy and healthy. To this extent, you will leverage your technical knowledge of the platform to drive business decisions while other members of the assigned client team will drive technical solutions and enablement. 

You will develop deep, trusted relationships as you work with customers across every phase of the client lifecycle - from integration and onboarding, to campaign ideation, launch, and iteration, to partnership review and contract renewal.

Enterprise Customer Success Managers deliver value to our enterprise clients by leading ideation and strategy sessions, driving cross-functional alignment, ensuring the deployment of end-to-end solutions, and pushing process improvements. In doing so, you help marketing and data teams at some of the world’s largest brands to deploy campaigns that drive millions of dollars in incremental revenue for their businesses.

What You'll Do

• Lead and grow a portfolio of Simon Data's largest and most sophisticated client accounts 
• Devise in-depth account strategies that drive significant business value for your clients and cement Simon’s stickiness and account expansion opportunities
• Collaborate with internal and external stakeholders to drive alignment around top-level strategies and drive the execution and delivery against that strategy
• Cultivate deep partnerships with your clients through thoughtful and persistent discovery of client business problems, and consistent delivery of value against priority challenges
• Become the leading expert at Simon Data on the businesses of each client in your portfolio so that you can drive decisions in executive / C-level conversations both internally at Simon and externally at the clients
• Leverage deep product and marketing technology knowledge to build trust with customers and influence their buying decisions
• Partner with Product and Engineering teams to shape the direction of Simon’s product strategy and investments in the support of our largest customers
• Lead contract renewal and upsell discussions with customers while partnering with the Simon Data Finance Team on negotiations

Qualifications

• 7-10 years of professional experience, with 5+ years managing client relationships at a SaaS company
• Bachelor's degree
• Proven ability to lead large, complex projects across multiple partners and functions
• Strong ability to understand technical concepts and problem solve
• Excellent verbal and written communication skills
• High emotional intelligence
• Deep intuition for business
• Proficiency working with data in SQL
• Experience with email marketing, push or SMS software
• Familiarity with technologies like APIs, HTML, CSS, and Javascript
• Ability to thrive in an unstructured and fast-paced environment
• Personable, collaborative, and a sense of humor
• Willingness to travel up to 20%

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 $115,000 to $135,000 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.

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. 

We’re looking for a Customer Success Manager to help drive value for Webflow’s enterprise customers. You’ll be responsible for owning a book of business (portfolio) of customers leveraging Webflow Enterprise Plans. As the key relationship holder and accountable for the complete customer experience, you will consistently deliver high value engagements and offer expert advice to ensure we are helping our customers achieve and exceed their business goals. Some of those actions include conducting Executive Business Reviews, creating Success Plans, sharing best practices, managing adoption of key features, and working directly with our Product team to deliver customer feedback.

About the role 

• Location: Remote-first (United States; BC & ON, Canada) 
• Full-time 
• Exempt 
• Our cash compensation amount for this role ranges from $115,000 - $145,000 for most US locations and $128,000 - $161,000 for US locations with a higher cost of labor. Compensation for this role is comprised of the role’s On Target Earnings (“OTE”) range, meaning that the range includes both the sales commissions target and annual base salary for the role. All figures cited above are in $USD and pertain to workers located in the United States. Pay is based on several factors including market location, and may vary depending on job related experience, knowledge, qualifications, and skills.
• Reporting to the Senior Manager of Customer Success

As a Customer Success Manager, you’ll … 

• Provide enterprise customers with guidance on launching and optimizing their Webflow deployment following web development best practices.
• Respond to customer inquiries about product questions and provide solutions to complex use cases and workflows. 
• Conduct customer business reviews to assess progress against desired business outcomes, determine opportunities for deeper feature engagement, and measure and communicate the impact of Webflow on the customer’s business.
• Foster customer health through periodic website reviews that facilitate new feature adoption and drive continuous business value throughout the customer’s lifecycle. 
• Collaborate on the renewal process with Webflow’s enterprise customers and facilitate the contract process in collaboration with the Sales and Accounting teams. 
• Partner with the Technical Architect team to create resources and experiences that drive customer goals forward.
• Collaborate with the marketing team to identify customer references and case studies.
• Act as the voice of the customer with the Webflow product team, helping shape evolution of the product.

That said, these responsibilities are just the start! At Webflow, we encourage you to contribute by leveraging your talents, experience, and creativity to help us continue to evolve and mature our motion. 

About you 

You’ll thrive as (a) Customer Success Manager if you have:

• Prior Customer Success or Account Management experience, with a SaaS company or digital marketing agency. (3-4 years of relevant experience preferred)
• Experience managing a book of business of medium to large scale customers
• Excellent listening skills with ability to identify customer difficulties, apply knowledge of the product and industry/communicate solutions
• A growth mindset with a commitment to continuous learning 
• The ability to provide feedback to our internal teams to help us grow and scale with our customers
• Strength in project management and experience leveraging internal resources and stakeholders to execute against deadlines
• Ability & desire to gain technical product and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs

Even if you don’t meet 100% of the above qualifications, you should still seriously consider applying. Research shows that you may still be considered for a role if you meet just half of the requirements.

Our Core Behaviors:

• Obsess over customer experience.We deeply understandwhatwe’re building andwhowe’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 ateamto 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 (US; full-time Canadian workers working 30+ hours per week), as well as Health Savings Account/Health Reimbursement Account, dependent on insurance plan selection. Employees also have voluntary insurance options, such as life, disability, hospital protection, accident, and critical illness
• 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. Employees also have access to family planning care and reimbursement
• Flexible PTO with an mandatory annual minimum of 10 days paid time off, and sabbatical program
• Access to mental wellness coaching, therapy, and Employee Assistance Program
• Monthly stipends to support health and wellness, as well as smart work, and annual stipends to support professional growth
• Professional career coaching, internal learning & development programs
• 401k plan and financial wellness benefits, like CPA or financial advisor coverage
• Commuter benefits for in-office workers

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

Be you, with us

At Webflow, equality is a core tenet of our culture. We arecommittedto 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.

Stay connected

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

Please note:

To join Webflow, you'll need valid U.S. or Canadian 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.

Webflow Applicant Privacy Notice

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

About the role 

• Location: Remote-first (United States; BC & ON, Canada) 
• Full-time
• Exempt 
• Our cash compensation amount for this role ranges from $137,000 - $188,000 for most US locations and $152,000 - $209,000 for US locations with a higher cost of labor. Compensation for this role is comprised of the role’s On Target Earnings (“OTE”) range, meaning that the range includes both the sales commissions target and annual base salary for the role. All figures cited above are in $USD and pertain to workers located in the United States. Pay is based on several factors including market location, and may vary depending on job related experience, knowledge, qualifications, and skills.
• Reporting to the Senior Manager of Customer Success

As a Senior Customer Success Manageryou’ll … 

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

That said, these responsibilities are just the start! At Webflow, we encourage you to contribute wherever your interests take you — and shape your role accordingly. We expect you to contribute unique insights and ideas to how we continue to grow our success across the business!

About you 

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

• Have prior Customer Success or Account Management experience, with a disruptive B2B product SaaS company or digital marketing agency(5-6 years of relevant experience preferred)
• Possess significant experience managing a strategic book of high-touch clients with strong ownership and ambiguity
• Have proven ability to navigate sophisticated enterprise organizations to accelerate product adoption, influence collaboration, and promote opportunities for growth in high value customers
• Enjoy coaching and teaching others how to excel as a customer success manager to help foster a culture of success
• Have experience partnering with Product and Development Teams to improve user experience, product capabilities and development ideas
• Are self directed and resourceful with strong organizational skills including prioritizing, time management, and managing multiple projects in a fast-paced, deadline-driven environment
• Have strong business acumen - you are familiar with using a variety of tools and resources to gain deep knowledge of a customer’s needs (10ks, industry reportings, news alerts, etc).

Even if you don’t meet 100% of the above qualifications, you should still seriously consider applying. Research shows that you may still be considered for a role if you meet just half of the requirements.

Our Core Behaviors:

• Obsess over customer experience.We deeply understandwhatwe’re building andwhowe’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 ateamto 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 (US; full-time Canadian workers working 30+ hours per week), as well as Health Savings Account/Health Reimbursement Account, dependent on insurance plan selection. Employees also have voluntary insurance options, such as life, disability, hospital protection, accident, and critical illness
• 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. Employees also have access to family planning care and reimbursement
• Flexible PTO with an mandatory annual minimum of 10 days paid time off, and sabbatical program
• Access to mental wellness coaching, therapy, and Employee Assistance Program
• Monthly stipends to support health and wellness, as well as smart work, and annual stipends to support professional growth
• Professional career coaching, internal learning & development programs
• 401k plan and financial wellness benefits, like CPA or financial advisor coverage
• Commuter benefits for in-office workers

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

Be you, with us

At Webflow, equality is a core tenet of our culture. We arecommittedto 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.

Stay connected

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

Please note:

To join Webflow, you'll need valid U.S. or Canadian 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.

Webflow Applicant Privacy Notice

Customer Success Manager

About Shipwell

At Shipwell, we empower supply chain efficiency and service effectiveness at scale. The Shipwell platform includes capabilities previously out of most shippers' technical reach and affordability today. Our solution combines everything shippers need, from transportation management and visibility to procurement, in a comprehensive, easy-to-use platform. It will adapt and scale as market and business demand change, allowing shippers to operate, manage, and optimize the shipping process seamlessly. Industry experts have recognized Shipwell's traction in the market and have differentiated Shipwell as a leader in the logistics industry. Awards include Gartner Magic Quadrant for TMS 2023, 2022, 2021, Food Logistics’ 2022 Top Software & Technology Providers, and FreightWaves’ FreightTech 2022 and 2021 Awards for Innovation and Disruption in Freight Industry. Shipwell was also named the fourth fastest-growing company in North America on the 2021, 2022, and 2023 Deloitte Technology Fast 500 and Forbes 2020 Next Billion-Dollar Startup.

Our Culture

Shipwell is a fast-paced, high-energy start-up that strives to build the future of shipping every day. Diversity of thought and cross-department collaboration is very important to us. We deliver open, honest, careful communication and work as hard as we play. We create & deliver solutions that are revolutionizing the industry, which brings excitement and purpose to our work. If you are looking for a place that will help you tap into your best work-self and give you hands-on experience building something big, then we invite you to come and build the future of shipping with us! 

About the Role

As a Customer Success Manager you will be a trusted advisor to build relationships with customers and help them navigate from onboarding through renewal.  You will focus on driving adoption comprehension, resolving complex customer-related software issues, and utilization of Shipwell products and services.

What you’ll do when you get here:

• Build a trusted relationship with customers to include customer satisfaction, product support, and positive overall account health
• Optimize customer utilization of the Shipwell platform to enhance their comprehension of ROI
• Provide customers with a clear understanding of the value Shipwell has created and present opportunities that will drive further value 
• Challenge the status quo and present ways to improve internal and external processes, routines, and workstreams 
• Collaborate with internal resources including Sales, Professional Services, and Product Management to positively maintain customer health
• Collect customer feedback and relay it to the Product and internal teams to continually enhance the user experience
• Troubleshoot and triage customer-reported issues by utilizing product expertise and working with internal stakeholders to resolve these issues efficiently  
• Address product-related questions from customers through clear and timely communication and build out a repository of accessible customer-facing resources to address future inquiries 
• Work with Sales on renewal follow-up and customer business reviews
• Becoming a Shipping Hero by building deep knowledge of both the features and functionality within Shipwell products, and of the processes and operations within customer organizations

What you need to have:

• 5+ years in a Transportation-related background is required, with a focus on Transportation Management Systems (TMS) 
• Experience helping users adapt to transportation-related products
• Demonstrated customer service and problem-solving skills
• The ability to upsell products and services
• Experience in a client service-related position with strong verbal and written communication skills
• Strong time management, prioritization, and organizational skills, with attention to detail and the ability to meet tight deadlines.
• Confidence and motivation to creatively solve problems
• Self-motivation, team-orientation, and adaptability
• Willingness to learn, multitask, manage multiple concurrent projects, and work in a fast-paced agile environment.
• Proficient in Google Suite applications, Salesforce, Jira, Confluence, and Intercom

What is Preferred:

• 3+ years experience working in either Customer Success, Account Management, or SaaS Support Customer Service
• 2+ years of experience in a SaaS organization conducting support-related activities
• Preferred Bachelor’s degree 

Why Shipwell:

• Enjoy working remotely with the added perk of a home office reimbursement
• Unlimited Paid Time Off (PTO)
• A robust healthcare package that includes medical, dental & vision benefits, short-term and long-term disability, AD&S coverage, and flexible/health savings accounts
• 40K program where Shipwell matches up to 4%
• A yearly learning and development budget
• Subsidized internet, cell phone, fitness, and educational reimbursements
• Virtual team-building events where fun and connection take center stage 
• Join a vibrant, inclusive workplace shaped by friendly, talented individuals
• Receive a technology package including a MacBook Pro
• Employee Recognition Program to celebrate and incentivize hard work and success!

The Salary Range for this role is between $75,000 to $90,000/year. Compensation is based on a number of factors including market location, job-related knowledge, skills, and experience. 

Shipwell is an equal opportunity employer and welcomes all qualified applicants regardless of race, ethnicity, religion, gender, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law. We celebrate diversity and believe that experience comes in different forms. Diversity in our team makes for better problem-solving, more creative thinking, and ultimately a better product and company culture.

Even more important than your resume is a clear demonstration of impact, dedication, and the ability to thrive in a fast-paced and collaborative environment. Shipwell strives to have an inclusive work environment; so if you are hard-working & good at what you do then please come as you are.  We want you to contribute, grow, & learn at Shipwell.

We are looking forward to adding new perspectives to our team!

For more information about Shipwell visit shipwell.com, or connect with us on Twitter @shipwell, LinkedIn, and Facebook.com/Shipwellinc

What we want to accomplish and why we need you

Suki is creating a new category in the health tech space – the digital assistant for physicians.  We are going to be the voice user interface for healthcare. What does that mean? Currently, doctors use their electronic medical record (EMR) system to track patient encounters. These systems can be hard to navigate and very time consuming to manage. Time that doctors would rather have to spend with their patients. This is the problem we’re solving right now: Doctors that use Suki today spend over 50% less time on administrative tasks than they did previously and we’re striving to do even better.

We are building Suki by spending time with our customers to understand features that will truly make their lives better.  We’re a team of technologists, clinicians, and industry experts working together to push the limits on technology used in medicine and even how medicine is practiced.

About the Role:

As Enterprise Customer Success Manager, your primary role is to drive the successful implementation, deployment and adoption of Suki with our major health system clients.  You will be responsible for developing and maintaining strong relationships with key client stakeholders, and ensuring that Suki is delivering exceptionally well on key success metrics.  You will ensure strategic and tactical alignment, and manage on-time delivery across all functional areas with our clients and your Suki colleagues.  You will be responsible for proactively identifying and driving the resolution of risks and issues, and developing creative solutions that will best meet the needs of our clients.  You will also manage the onboarding process overall for your designated clients, and be responsible for conducting the onboarding for many enterprise end users. Throughout the client relationship, you will present periodic performance reviews and engage with our clients on opportunities to expand usage and value in partnership.  You are able to analyze customer metrics, craft high-impact client presentations, and drive rapid progress against our goals.

As part of our growing Customer Success team, you will also be responsible for improving existing processes and developing new approaches to create high levels of client and user satisfaction.  You will also engage with Marketing on opportunities to increase user engagement and provide structured customer insights to our Product team to inform future innovation.  You are excited to join the fast-moving Suki team, and committed to excellence!

Responsibilities and expectations include but are not limited to:

Executive-Level Presence and Communications:  Ability to communicate both internally and externally with professionalism in person, on video, on the phone, and over email with C-level executives, providers and colleagues.

Adaptability:  You thrive in a fast-moving organization that uses light-weight processes and cutting-edge technology to have a huge impact.

High-Accountability:  You can be counted on to consistently deliver high-quality work.

User-focused: You are obsessed with the customer experience. You can translate key consumer needs into business and product requirements. You have an innate understanding of user behavior, and ensure users are receiving 100% quality service. 

Detail Oriented: You need a high degree of attention to small details along with the ability to quickly iterate on our deployment playbooks and processes.

Technical Skill: You will need to develop a deep understanding of our product and how it integrates with EMRs.  You will  be able to translate that into education to our enterprise clients and end users.

Travel:  You are willing to travel extensively.

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

Requirements:*

• 8+ years of enterprise customer facing experience within healthcare SaaS
• Exceptional communication, presentation, and conflict resolution skills
• Ability to think critically, prioritize effectively and communicate expediently
• Strong project management skills
• Experience managing large, multi-stakeholder programs
• Creative problem solving skills
• Strong understanding of medical documentation and clinical workflows
• Proficient in Microsoft Office, Google Suite and Microsoft office

*Not sure if you meet all of the qualifications? We don’t expect every candidate to have done everything listed above, but you should be able to make a credible case that you meet most of the criteria and are ready for the challenge of adding new technologies to your résumé.

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

Tell me more about Suki

• On a roll:Named by Fast Company as 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. 

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 $120,000 - $145,000 in CA. This range is not inclusive of any discretionary bonus or equity package. When determining a candidate’s compensation, we consider a number of factors including skillset, experience, job scope, and current market data.

About The Role and Your Impact:

At Emotive, we take our clients' experiences seriously. Our Customer Success team is on a mission to be industry leaders in providing an overall experience that delights our clients. From the moment our Implementations team gets our client onboarded on our platform, our Customer Success team takes the lead in engaging our customers to ensure positive outcomes using Emotive. Product adoption, adding additional seats and services to contracts, and ultimately renewals will fall under the purview of our Customer Success team.

How You Will Contribute:

• Empower our customers to reach their goals using the Emotive Conversational Sales Platform, data-based strategy suggestions, and our partner network
• Own the entire customer lifecycle after onboarding, including renewals
• Engage a portfolio of clients and build personal relationships with key people in the organizations
• Identify and act on win-win opportunities for additional client investments
• Relay valuable feedback and insights from the market to the product team
• Deliver keynotes and webinars on different aspects of personalization
• Improve both customer facing and internal processes

Skills You Will Bring:

• 3+ years of customer success or account management with a technical (SaaS) product
• Highly organized - a project management background is a plus
• The ability to quickly build rapport with individuals and teams, naturally looking for ways to make processes easier
• Ability to understand the features and use cases of the Emotive platform
• Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications
• The capacity for creative problem solving
• Experience with advocating for your customers' needs within our organization and driving to solutions
• You can use data and statistics to identify patterns, using them for enriching your recommendations for process/product improvements
• Strong communication and interpersonal skills with the motivation to inspire both our clients and your teammates

Customer Success Manager

At Nauto you can make an impact at a high-impact company. We believe technology can help prevent collisions and save lives with predictive-AI that detects driver state and vehicle surroundings in real-time. More than 90% of car crashes can be attributed to human error. Nauto technology is designed to predict risk and alerts the driver with advance warning to help prevent collisions, improve driver safety, and save lives.

Our customers and prospects include many of the largest commercial fleets in the world along with vehicle manufacturers (OEMs), insurance providers, and autonomous vehicle companies. The company is backed by Greylock Partners, BMW iVentures, General Motors Ventures, Toyota AI Ventures, and SoftBank, and is well-positioned for continued growth.

The Customer Success Manager will be a point of contact for our client and is responsible for the day-to-day operational relationships, as well as overall strategy with the client (organizational environment, including formal and informal power structures, motivations of key stakeholders and how decisions are made). The Customer Success Manager provides guidance and direction to the client on how to solve business problems utilizing the Nauto solution. The Customer Success Manager will learn how to best utilize client systems, in addition to the Nauto solution, to drive optimal outcomes. The Customer Success Manager will operate in a cross functional environment which includes solution engineers, implementation, customer support, and product team members.

Attributes of a strong fit include:

• Customer first mindset
• Communication
• Problem Solving
• Empathy
• Active Listening
• Creative Thinking
• Data-driven decision making
• Value based customer conversations.
• Project Management

Responsibilities

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
• Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.
• Create loyal and repeat customers. Engage with customers to ensure they continue to get values and ensure that they renew their contract. Improve retention, reduce churn, and get customer referrals/case studies.
• Need to have in-depth understanding of customer likes and dislikes of our product offering through surveys, business reviews etc., Analyze and provide consistent feedback to product team, and ensure they are addressed in future product roadmap.
• Own the relationship with assigned clients for customer satisfaction, retention, and referral.
• Establish relationships as a trusted and strategic advisor to have continued value-based conversations with customer key stakeholders.
• Develop and maintain customer success strategies and best practices. Champion and evangelize best practices of the product.
• Opportunity to significantly influence our customer base. A cheerleader for Nauto influencing and partnering with our customers.
• Maintain existing customer success metrics and data as directed.

Experiences and Skills

• Minimum 3+ years’ experience in Customer Success roles in Enterprise SaaS companies.
• Technical bachelor’s degree underpinned by a proven track record in the industry preferred, or equivalent work experience.
• Experience in achieving results in a complex, internationally distributed organization.
• Previous hands-on experience with customer evaluations and deployments.
• Consistent track record deploying and operationalizing complex solutions.
• Proven track record of integrated solutions success, as well as organizational and process implementation experience.
• Experience generating analytics leveraging Analytical tools.
• Well-developed capabilities in problem-solving and crafting efficient processes.
• This person will be an expert on conveying a sense of urgency and driving issues to closure and be comfortable working in a deadline driven environment.
• Must have the ability to initiate and build relationships with people in an open, friendly, and accepting manner.
• Active team player, self-starter, and multitasker who can quickly adjust priorities.
• Comfort with adapting and adjusting to multiple demands, shifting priorities, ambiguity, and rapid change.
• Tinkering with hardware gadgets, sensors, or vehicles is a plus; and
• Willingness to perform limited travel (under 10%).
• PMP certification or other project management skills accreditation
• Ability to operate in a matrix organization and integrate with client organization.
• Global solutions development and delivery experience.
• Major transformation efforts involving significant organization and technology change.

Perks

• Ground floor opportunity with the team; shape the strategic direction of the company.
• The rare opportunity to change the world such that everyone around you is using the product you built to get around safely. We’re not just another app, we’re moving real people and goods and helping to reinvent transportation and logistics.
• Sharp, motivated co-workers in a fun office environment.

The Opportunity

You'll be responsible for creating and maintaining successful partnerships with a portfolio of high-value customers and ensuring they realize maximum value from our platform and services. Your role will include owning Success Plans, driving internal adoption plans, delivering Executive Business Reviews, and ensuring the customer journey is followed within your customer base. You will focus on ensuring your customers are adopting our solutions. 

Our most successful CSMs understand their customers’ UX strategy and how this fits into their wider company objectives. They do this through perceptiveness, constant curiosity, and the ability to challenge customers in a productive way. 

• Serve as a trusted advisor to customers by providing product enablement, recommendations, and best practices on how UserTesting can address customer business goals, needs, and pain points.
• 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.

What we are looking for

• 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.
• Passion for web technologies and great user experience.
• A track record of successfully managing projects and programs, setting priorities, and staying organized 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.
• Desire to help mentor and develop other members of the Customer Success team.
• 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!