About Us

At Kalderos, we are building unifying technologies that bring transparency, trust, and equity to the entire healthcare community with a focus on pharmaceutical pricing.  Our success is measured when we can empower all of healthcare to focus more on improving the health of people. 

That success is driven by Kalderos’ greatest asset, our people. Our team thrives on the problems that we solve, is driven to innovate, and thrives on the feedback of their peers. Our team is passionate about what they do and we are looking for people to join our company and our mission.

That’s where you come in! 

What You’ll Do

We are looking for a Customer Success Operations Manager who will provide expertise to extract, manage, analyze and QC data to educate and inform our Customer Success Team Covered Entity Team and other Commercial teams.  This information is used to understand the effectiveness of our products and evaluate their impact on our customers and covered entities while also enabling customers and covered entities to make business decisions based on quality data provided from the Kalderos solutions. You will:

• Develop a detailed understanding of our products, our customers, and the underlying data.
• Build end-to-end data solutions utilizing our analytics technologies to answer questions.
• Provide meaningful insights to business leaders through a combination of descriptive and predictive analytics.
• Create custom reports and ensure data integrity through a rigorous QC process
• Develop dashboards, reports, and statistical models that track key metrics and indicators.
• Use data to derive insights on trends
• Create benchmark reports to provide insight into customer/stakeholder performance
• Analyze data to identify performance improvement opportunities
• Manage quality of data in Salesforce and other tools utilized

What You’ll Bring

We know your experience extends beyond what you have on paper. The following is a guideline of general experience we’re looking for in this role:

• Education: Bachelor's in Information Management, Healthcare Information, Computer Science, Mathematics, Statistics, Data Analytics or related fields preferred, or equivalent experience.
• 3+ years of data analysis professional experience
• Experience with Microsoft Excel writing complex formulas (index match, VLOOKUP, etc.), PowerQuery, and VBA programming.
• Experience writing SQL and extracting data from enterprise data warehouses (T-SQL or PL/SQL).
• A passion for data with an understanding of data and can translate it into actionable insights for our internal and external business partners.
• A love of the technical side of data (programming, databases, visualization) and an appreciation for the business problem at hand, using data to solve those problems.

Set Yourself Apart

• Experience with advanced data analysis tools such as Python, R or Julia preferred.
• Experience with data visualization tools such as PowerBI, Tableau, Qlik or experience creating visualizations using RStudio, Python, D3, etc. preferred.
• Ability to present complex information in an understandable and compelling manner.
• Ability to work productively and manage priorities with little supervision
• Impeccable attention to detail and a passion for ensuring data quality

Expected Salary: $80,000 - $100,000 base + bonus

____________________________________________________________________________________________

Highlighted Company Perks and Benefits

• Medical, Dental, and Vision benefits
• 401k with company match
• Flexible PTO with a 10 day minimum
• Opportunity for growth
• Mobile & Wifi Reimbursement
• Commuter Reimbursement
• Donation matching for charitable contributions
• Travel reimbursement for healthcare services not available near your home
• New employee home office setup reimbursement

What It’s Like Working Here

• We thrive on collaboration because we believe that all voices matter and we can only put our best work into the world when we work together to solve problems.
• We empower each other and believe in ensuring all voices are heard.
• We know the importance of feedback in individual and organizational growth and development, which is why we've embedded it into our practice and culture. 
• We’re curious and go deep. Our Slack channel is filled throughout the day with insightful articles, discussions around our industry, healthcare, and our book club is always bursting with questions.

To learn more:https://www.kalderos.com/company/culture

We know that job postings can be intimidating, and research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. We encourage you to apply if you think you may be a fit and give us both a chance to find out!

Kalderos is proud to be an equal-opportunity workplace.  We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

Kalderos participates in E-Verify.

As a Customer Success Manager on our Mid-Market team, you will work with our mid-sized, 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 help them develop creative marketing strategies and share best practices that help drive their growth. Further, you will work closely with the broader Customer Success team to share customer insights and ensure that Postscript continually improves in order to better serve your customer base. 

This position is fully remote.

Primary duties

• Build strong relationships and brand loyalty with your assigned customers. Effectively position yourself as your customers’ trusted advisor and SMS marketing expert, ensuring continued growth with Postscript in line with performance targets.
• Effectively manage a book of 40-50 customers, identifying and prioritizing growth opportunities while delivering a consistent customer experience to all. 
• Work alongside our Account Executive Team to increase account growth through product upsells. Independently manage the renewal process for your book of business. 
• Continually expand your knowledge of your customer’s marketing, technology, and general business needs.
• Run insightful and productive strategy sessions with your customers. Actively track, support, and guide customer’s marketing efforts, positioning SMS as a key revenue channel aligned to their major initiatives. 
• Share industry best practices, strategize on new marketing strategies, and develop innovative, creative marketing ideas for SMS specifically.
• Triage technical issues with the customer and the Postscript support team.
• Maintain an expert level understanding of the Postscript product and keep up with broader e-commerce & marketing trends.

What We’ll Love About You

• 2+ 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
• Demonstrate an understanding of e-commerce businesses, including emerging marketing trends and e-commerce trends. Ecommerce experience is an asset.
• Passion for helping customers and being a teacher 
• Good with details and processes; willing to iterate quickly as needed
• Proactive problem solver. High reliability and prompt follow-through
• Comfort with ambiguity  and not afraid to fail or make mistakes (early stage startup experience strongly preferred)
• Ability to make any customer smile and deliver a great experience
• Receptive to feedback; prioritizes a growth mindset
• Remote work experience desired

What You’ll Love About Us

• Salary range of USD $85,000 to $95,000 base plus variable compensation and significant equity regardless of location
• High growth startup - plenty of room for you to directly impact the company and grow your career!
• Fully remote culture - work from home (or wherever!)
• Fun - We’re passionate and enjoy what we do
• Competitive compensation and opportunity for equity
• Flexible paid time off
• Health, dental, vision insurance

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

About Us

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

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

Customer Success Manager

As a Customer Success Manager, you will cultivate relationships with the CipherHealth client base, ensuring that they achieve maximum value from the CipherHealth product suite and encouraging them to expand their usage of the software. You will be responsible for working directly with client executives and business sponsors throughout the customer lifecycle, ensuring that there is alignment in a shared customer journey that aligns with adoption, expansion of software usage, and renewal.

Responsibilities

• Establish and maintain trusted advisor relationships with customer executives and project champions, ensuring that CipherHealth activities are closely aligned with the customer’s business strategy and intended success metrics.
• Be a subject matter expert on the CipherHealth platform
• Enable successful onboarding of CipherHealth to customers, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person
• Strategically manage the overall relationship for a portfolio of CipherHealth’s customers, while also spearheading strategic business reviewson an agreed-upon cadence-
• Develop strong working relationships with Technology, Product, Analytics, and Implementation teams in order to effectively deliver value to CipherHealth customers
• Identify opportunities for customers to act as CipherHealth advocates (e.g. referenceable, testimonials, case studies) and collaborate with Marketing
• Ensure appropriate response, escalation and closure of initiatives, customer requests and/or issues in conjunction with the use of the CipherHealth solution
• Monitor customer utilization and acceptance rates to identify patterns/trends
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
• Collaborate closely with Growth to support customers, renewals, and expansion opportunities
• Represent the voice of the customer to inform our sales process and product roadmap of product opportunities and enhancements
• Identify upsell opportunities and engage CipherHealth’s Growth Team 
• Convert 1-year contracts into a multi-year long-term contracts increasing CipherHealth’s ACV
• Identify opportunities for existing customers to maximize platform adoption and utilization
• Conduct analysis to identify customer opportunities and recommend strategies that address customer-specific needs to improve the organization’s results
• Strategize with the broader CipherHealth team including Growth,Technology, and Operation leads to identify new opportunities and service areas

Requirements

• Bachelor’s Degree in Business, Health Management, Public Health or related major, or comparable education and work experience
• 3-5 years of experience in a B2B client management role in healthcare software or technology, or similar experience in healthcare consulting or professional services

Knowledge, Skills and Abilities

• Experience working with a CRM platform; comfort using the CRM as a personal productivity management tool (i.e. activity logging)
• Experience with other similar software systems and/or patient engagement software applications
• Strong analytical skills to be used when determining customer workflow, facilitating logic-based product discussions and troubleshooting implementation issues
• Technical writing and documentation experience
• Ability to cultivate positive working relationships with clients and co-workers
• Excellent communication skills, including writing, proof-reading skills and speaking
• Ability to effectively communicate technical information in non-technical terms
• Ability to manage multiple projects and work assignments concurrently
• Strong interpersonal skills, including, but not limited to demonstrating patience, flexibility, consideration, diplomacy, tact, confidence – overall effectiveness in dealing with adult learners
• Ability to prioritize, schedule and organize work – perform under tight deadlines with on-going changes in priorities
• Ability to accomplish job requirements with limited supervision
• Strong sense of professionalism and personal accountability
• Attention to detail and a high work ethic
• Proven ability to manage multiple projects and priorities 

How We Invest In You

• Compensation: Competitive/equitable salary, bonus or commissions, and equity
  • Base Salary range: USD $110,000 -$115,000 annually
• Healthcare that begins on your first day:
  • Generous company-funding of our health, vision, and dental plans (most individual plans are of no cost to you for the monthly premium)
  • HSA/FSA plans
  • Short and Long-Term Disability
  • Life and Personal Accident Insurance
  • $40 monthly wellness stipend you can use towards any wellness, fitness, and wellbeing purchases
  • Weekly virtual yoga classes
  • Employee Assistance Program (EAP)
  • Adoption Assistance
• Retirement:401(k) at three months of employment — with a match upon enrollment!
• Time away:
  • Discretionary PTO + 13 paid holidays
  • Parenthood: Competitive paid parental leave and flexible return to work policy
• Recognition:
  • Generous Employee Referral Program - earn cash for each employee referral that is hired
  • Yearly Cipher-versary stipend
  • Ci-Phives - receive public kudos and gift cards from peers and managers
• Culture:
  • CARE2 Values
  • Bi-Weekly All Hands Meetings
  • $40/employee monthly “Fundowment” for team bonding events
  • Employee Resource Groups such as Rainbow Room and BIPOC Group
  • Yearly donations to organizations that contribute to a more equitable world
  • Weekly Lunch & Learns and robust onboarding / training programs
  • Remote-first team: $50 per month reimbursement in your check for WFH expenses
  • You’ll receive a new Macbook laptop, other hardware, and company swag upon hire

Databases are the beating heart of every business in the world.

What you build and where it takes you should be unrestricted by the capabilities of your database. We created CockroachDB as the planet's most highly evolved, cloud-native, distributed SQL database. Making scale so simple you don't even have to think about it. Making data so resilient it becomes impossible to destroy. Making delivery so seamless, your apps run anywhere. Join us on our mission to build a different breed of database—one born in the cloud and built from the ground up to help companies of any size scale fast, survive disaster, and thrive everywhere.

About the Role

Our Customer Success Managers help fully onboard our CockroachDB customers and lead them to fully utilize its potential, lead them to production, allocate resources, and alleviate roadblocks. We believe that in order for a Customer Success Manager to be successful, they must have a good understanding of database technology, the overall stack, and infrastructure that CRDB operates within. They must also possess excellent customer facing and consultative skills, with the ability to understand the customer pain points, define success criteria, critical milestones that lead to production, and project plans for success. This Senior CSM will focus on one of Cockroach Labs’s most strategic accounts and will be a trusted advisor to the customer and, in collaboration with Sales, must understand how to get deeper and expand the account while preventing churn. While this is a remote role, you must be based on the East Coast of the US. 

You Will 

• Collaborate closely with the account team, including the Account Executive and the Sales Engineer, to provide ongoing coverage and support to your assigned customers.
• Define the Customer Success Plan for each customer, outlining the optimal use of Cockroach Labs products and services to achieve their business objectives.
• Ensure a successful customer journey, from onboarding through adoption and beyond, while continuously driving the consumption of CockroachDB
• Work closely with customers to identify and eliminate technical frictions, promoting a smoother adoption and implementation of CockroachDB.
• Liaise between customers and Support to ensure an optimized support resolution experience - smoothing the adoption curve for the customer.
• Collaborate with the Professional Services Team to present personalized, frictionless solutions that meet the unique needs of each customer.
• Develop a comprehensive understanding of the customer's business needs and translate these into technical requirements for Cockroach Labs. 
• Find opportunities to expand the subscription, aiming to grow annual recurring revenue (ARR).
• Foster ongoing customer relationships, ensuring that customers continue to increase their utilization of CockroachDB, further driving ARR.
• Continuously review and assess customer consumption of CockroachDB, proactively suggesting upgrades and enhancements that increase value and drive further consumption.

The Expectations

In your first 30 days, you will learn about CockroachDB and figure out where the product would be a good fit for certain use cases. During this time, we also believe it’s important for you to establish internal relationships across sales, product, and engineering to effectively be able to navigate resources to help you in your efforts with customers.

After 60 days, you will be learning refactoring opportunities to create reusable artifacts. As you continue to grow in the role, you will be moving into owning the artifacts supporting sales. The major artifacts are sizing, best practices and industry solutions. The artifacts creation and re-use are key to help both pre and post sales activities.

You Have

• 5-7+ years of experience as a Customer Success Manager, Project Manager or Technical Account Manager with a proven success record
• 3+ years of experience managing a high-value, strategic accounts
• Experience working with sales teams
• Knowledge of databases, distributed systems, and modern enterprise software architecture
• Successful track record of driving product adoption and expansion through understanding the customer's current (and future) database requirements

Our Benefits

• Competitive Health Insurance Coverage (for you & your dependents!)
• Paid Parental Leave (with baby bucks)
• Flexible PTO 
• Learning & Development Budget
• Relocation Support (as applicable)

Cockroach Labs is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. If you need additional accommodations to feel comfortable during your interview process, please email us at accessibility@cockroachlabs.com.

The annual anticipated base salary range for U.S. candidates for this role is USD $100,000 to $125,000, plus commission if a sales role. We set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location.  Actual salaries may vary and fall outside of this range depending on factors such as a candidate’s qualifications, geographic location, skills, experience, and competencies. In addition, we are often open to a wide variety of profiles, and recognize that the person we hire may be less experienced (or more senior) than this job description as posted. Salary is one component of the Cockroach Labs’ total rewards package, which includes stock options, health insurance, life and disability insurance, funds towards professional development resources, flexible PTO, paid holidays, and parental leave, to name a few! Salaries for candidates outside the U.S. will vary based on local compensation structures.

Manager of Customer Success 

Location: 100% Remote (U.S. Based Only - Select States)

About the role

The Manager of Customer Success at StyleSeat is pivotal in orchestrating a seamless interaction between multiple stakeholders to enhance customer satisfaction and retention. You will be instrumental in developing strategies that support the entire customer lifecycle, facilitating educational initiatives, and optimizing our approach to customer segmentation.

This role is designed for a visionary leader who is adept at driving initiatives that will enhance customer engagement and the long-term business success of our high-value and VIP Pros. Your ability to strategically guide your team and collaborate effectively with stakeholders across the company will be critical to our continued growth and customer satisfaction.

What You'll Do

Strategic Collaboration:

• Serve as a primary liaison between various departments to ensure cohesive strategy execution and communication.
• Collaborate with product, marketing, and the VIP Support team to align on customer success metrics, resolutions, and goals.

Educational Initiatives:

• Partner with the Lifecycle and Content Marketing team to organize and promote professional educational webinars and training sessions, enhancing the skills and engagement of our professional user base.
• Develop content and communication strategies to ensure maximum attendance and participation in educational programs.

Customer Segmentation and Feature Adoption:

• Lead efforts to refine and optimize our customer segmentation strategy to deliver targeted, impactful interactions.
• Drive successful feature adoption through tailored engagement strategies, ensuring customers gain maximum value from our offerings.

Leadership and Development

• Build and mentor a customer success team focused on excellence, accountability, and continuous improvement.
• Encourage a high-performance culture, set clear objectives, and regularly evaluate progress toward achieving business goals.

In the first year, you will

• Ensure the Customer Success team scales appropriately to meet the needs of StyleSeat’s community of professionals.
• Drive the Customer Success Strategy forward and execute the tactics to produce expected customer experience outcomes.
• Execute a Customer segmentation strategy to target growth feature adoption for professionals who utilize our platform.
• Optimize our CRM to bring forth automation and tech touch strategies, minimizing our need for manual campaigns.
• Work with Data Analytics to streamline our KPIs
• Evaluate our program to ensure its efficacy and bring enhancement proposals to make it more robust.

Success Metrics  

• The successful candidate will be able to demonstrate the ability to manage the following KPIs. They will be able to set obtainable goals, monitor execution, and report progress to leaders within the organization.
• StyleSeat Revenue Per Pro
• Churn and Health Scores
• Feature Adoption
• Agent Performance

Who you are 

Successful candidates can come from a variety of backgrounds, yet here are some of the critical and nice-to-have experiences we’re looking for:

Must Haves

• Proven experience in customer success, with a minimum of 2 years in a managerial role.
• Demonstrated ability to work effectively with cross-functional teams.
• Strong analytical skills with experience in customer segmentation and implementing successful engagement strategies.
• Ability to lead by example and teach our CSMs to have better, more focused conversations when setting goals with our High-Value Professionals.
• Excellent communication skills can construct and convey clear, practical internal and external strategies.
• Dynamic leadership qualities that inspire team dedication and advancement.

Nice to Haves

• Background in setting up and leading educational programs for customers.
• Experience with CRM tools and customer success software like FreshDesk, JIRA, or Tableau.
• Prior experience in a tech-focused or fast-paced entrepreneurial environment.
• Experience managing a remote team in different time zones.

Salary Range

Our job titles may span more than one career level. The career level targeted for this role has a base pay between $83,600 and $90,000. The base pay depends upon many factors, such as training, transferable skills, work experience, business needs, and market demands. Base pay ranges are subject to change and may be modified in the future. 

Who we are

StyleSeat is the premier platform and marketplace designed to support and promote SMBs in the beauty and wellness industry to run and grow their business. It is a destination for consumers to discover, book, and pay. To date, StyleSeat has powered over 200 million appointments, totaling over $12 billion in revenue for small businesses in the beauty and personal care community. 

Today, StyleSeat connects consumers with top-rated beauty professionals in their area for various services, including hair styling, barbering, massage, waxing, and nail care, among others. Our platform allows beauty and wellness professionals to maximize their schedules and earnings by minimizing gaps in cancellations and effectively attracting and retaining clientele.

StyleSeat Culture & Values 

At StyleSeat, our team is committed to fostering a positive and inclusive work environment. We respect and value the unique perspectives, experiences, and skills of our team members and work to create opportunities for all to grow and succeed. 

• Diversity - We celebrate and welcome diversity in backgrounds, experiences, and perspectives. We believe in the importance of creating an inclusive work environment where everyone can thrive. 
• Curiosity- We are committed to fostering a culture of learning and growth. We ask questions, challenge assumptions, and explore new ideas. 
• Community - We are committed to making a positive impact on each, even when win-win-win scenarios are not always clear or possible in every decision. We strive to find solutions that benefit the community as a whole and drive our shared success.
• Transparency - We are committed to open, honest, and clear communication. We hold ourselves accountable for maintaining the trust of our customers and team.
• Entrepreneurship - We are self-driven big-picture thinkers - we move fast and pivot when necessary to achieve our goals. 

Applicant Note: 

StyleSeat is a fully remote, distributed workforce; however, we only have business entities established in the list of states below and, thus, are unable to consider candidates who live in states not on this list for the time being. **Applicants must be authorized to work for ANY employer in the U.S. We cannot sponsor or take over sponsorship of an employment visa at this time.

* Alabama

* Arizona

* California

* Colorado

* Florida

* Georgia

* Illinois

* Indiana

* Maryland

* Massachusetts

* Michigan

* Nebraska

* New Jersey

* New York

* Ohio

* Oregon

* Pennsylvania

* Washington

Postscript Description

Postscript is redefining marketing for ecommerce companies. By introducing SMS as an entirely new channel for ecommerce stores to engage, retain, and convert their customer base, brands are seeing huge ROI with Postscript. Backed by Greylock, Y Combinator and other top investors, Postscript is growing fast and looking for remarkable people to help build a world class organization. 

Job Description

As a Manager of Customer Success (Mid-Market), you will lead and coach a team of Mid-Market CSMs focused on adoption, retention, and expansion. You will ensure that your team is engaged, empowered, and hitting or exceeding goals. As a Manager on the team, you will be responsible for coaching and developing talent, as well as helping to define the customer journey within the Mid-Market space.  You’ll work collaboratively with other GTM leaders to build processes that ensure an amazing experience for our customers, while driving positive business outcomes. All positions at Postscript are fully remote.

Primary duties

• Build and lead a highly engaged, high performing Mid-Market team that regularly exercises good judgment and decision quality. Foster a strong sense of accountability to customers and each other.
• Develop plans for team members’ continued career growth and have regular coaching and feedback sessions.
• Develop and implement effective, repeatable processes and playbooks for your team, including a 1:Many service motion that aligns to our Customer First company value.
• Design proactive strategies that help our customers receive the highest ROI from our products. Drive strong net dollar retention.  
• Enable team members to adeptly handle all critical customer touch points, including upgrades, downgrades, escalations, and renewals. 
• Develop and implement regular reporting cadence on CS metrics and team performance. 
• Own escalated customer issues. Problem solve and resolve difficult issues in a way that strongly exhibits our core values and customer philosophy. 
• Identify opportunities to continuously improve the Customer Journey, including both internal processes and product enhancements.
• Maintain an expert level understanding of the Postscript product, along with larger e-commerce & marketing knowledge.
• Proactively communicate with internal stakeholders to align on new opportunities or mitigate risks.

What We’ll Love About You

• 2+ years leadership experience in CS leading a high-performing team
• Demonstrated experience with delivering an excellent customer experience 
• Track record of consistent revenue target attainment
• Demonstrated experience coaching and mentoring 
• Demonstrated ability to collaborate cross functionally to improve processes
• Strong process-orientation and ability to drive a consistent and repeatable experience 
• Strong analytical skills, with a data-driven, metrics-oriented mindset
• Demonstrated passion for e-commerce businesses and entrepreneurship

What You’ll Love About Us

• Salary range of USD $112,000 - $133,000 base, generous variable, plus significant equity (we do not have geo based salaries)
• High growth startup - plenty of room for you to directly impact the company and grow your career!
• Fully remote company. 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

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:

The Customer Success Manager position is a pivotal role at LivePerson. The Success Manager is the face of LivePerson to their customers and the main focal point for driving product adoption and value conversations.

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. 

You will: 

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

You have:

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

Benefits: 

The salary range for this role will be between $100,000 to $130,000 and commission split is 80/20. 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.

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

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

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

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

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

The Global Customer Success Manager role contributes to the mission of BetterUp by serving our Global 500 accounts with a deep understanding of the evolution of their partners’ business strategy and operations through ongoing discovery and knowledge development.  The Global CSM  leads the end-to-end journey from design through value and outcome storytelling. The Global CSM will reinforce  BetterUp’s vision of transformation as a trusted advisor, aligning the HTP narrative to the customer’s people strategy while constructively challenging to maximize BetterUp value and impact. Leadership skills, client service orientation, strategic consulting, project management, relationship mastery, problem-solving, and storytelling are the core skills exercised in this role.

What you’ll do:

• Build rapport with and expand customer/executive sponsorship and champions, aligning internal BetterUp resources to further relationships and account health. 
• Be a true champion of account health, taking action on early warning signals; escalates to leadership appropriately. Ensures best-in-class program engagement across all programs regardless of size, teeing GAP partners up for expansions well ahead of the renewal period. 
• Create thoughtful, value-based business recommendations that help customers maximize value; make internal recommendations on customizations or ways to serve globally while balancing ROI, scale, and time to market. 
• Drive problem-solving and risk mitigation strategies, engaging cross-functional partners to get results. Quarterback customer-centric projects or customizations as required.
• Manage relationships with program sponsors and day-to-day partners while teaming with GAP to increase the breadth and depth of relationships. Become a true advocate of your customer’s best interest internally at BetterUp as well as with the customer’s of BetterUp.
• Understand customer strategy and challenges; align BetterUp’s Human Transformation Platform with their internal narrative and desired outcomes to maximize insights and value.
• Contribute to the evolution of our product & product functionality, product marketing, and internal and customer best practices 
• Ability to travel for up to 20% of the time.

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

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

Benefits:

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

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

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

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

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

The base salary range for this role is $(MINIMUM ZONE C) – $(MAXIMUM ZONE A).

If you live in New York, the base salary range for this role is: 
$(MINIMUM ZONE A) – $(MAXIMUM ZONE A) : New York City
$(MINIMUM ZONE B) – $(MAXIMUM ZONE B) : Nassau, Newburgh
$(MINIMUM ZONE C) – $(MAXIMUM ZONE C) : Albany, Buffalo, Rochester, Syracuse

Protecting your privacy and treating your personal information with care is very important to us, and central to the entire BetterUp family. By submitting your application, you acknowledge that your personal information will be processed in accordance with ourApplicant Privacy Notice. If you have any questions about the privacy of your personal information or your rights with regards to your personal information, please reach out tosupport@betterup.co

#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:

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 driving product adoption and value conversations.

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. You will report into the VP of Customer Success. 

You will: 

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

You have:

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

Benefits: 

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

Why you’ll love working here:

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

Belonging at LivePerson:

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

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

#LI-Remote

We are looking for a collaborative, data-driven and creative problem-solver who loves diving into the details. The ideal candidate will possess deep expertise in business processes across the customer lifecycle, strong leadership skills with the ability to influence decision-making, and a track record of playing a pivotal role in successful transformations.

In this role, you will strategically build systems, processes and tools to create best-in-class customer experiences in partnership with CS Leadership. Your expertise will be pivotal in influencing Postscript’s growth journey and enabling our internal go-to-market teams to efficiently generate revenue and scale.

This role is 100% remote

Primary duties

• Develop and execute large, complex projects to enhance the end-to-end customer success journey, ensuring a seamless and positive experience for our customers 
• Collaborate and execute cross-functionally with Sales, Product, Marketing, Finance, Support and other departments and teams to align customer success objectives with our overall company goals 
• Implement scalable processes and maintain customer success systems/software to enhance operational efficiency, leveraging industry best practices and innovative technologies, ensuring consistent execution and continuous improvement 
• Track, analyze, and report on relevant Key Performance Indicators (KPIs) and metrics, including renewals and upsell forecasts, to measure the success and impact of customer success initiatives; provide regular updates to stakeholders, highlighting achievements and areas for improvement 
• Deliver Customer Success programs to impact key metrics, including: Net Dollar Retention (NDR), Gross Dollar Retention (GDR), Customer Lifetime Value (CLV), Renewal and Expansion Rate
• Leveraging qualitative and quantitative insights, analyze and monitor performance against goals to provide transparency to stakeholders and influence both product roadmaps and go-to-market plans
• Consistently and proactively communicate, enable, and govern existing and new processes impacting CS organization, customers, and cross-functional partners (sales, product, marketing)
• Stay on top of Customer Success Operations’ industry trends, emerging technologies, and best practices, and apply this knowledge to enhance our Customer Success function at Postscript.

What We’ll Love About You

• 5+ years of experience in customer success operations in the SaaS or E-commerce industry, with 1+ year of management consulting experience preferred
• High emotional intelligence
• Experience optimizing post-sale processes via process engineering, software and tools, such as Salesforce, Vitally (customer onboarding, success, support and account management)
• Exceptional communication, project management, collaboration, and influencing skills with the ability to prepare thoroughly for critical questions
• Proactively analyze, recommend improvements and communicate efficiency and effectiveness of CS operations to CS leadership
• Strong quantitative and qualitative analytical skills
• Experience managing complex projects with multiple stakeholders
• Detailed oriented and organized - particularly in the context of building complicated business systems and analyzing downstream impact and scalability
• Openness and responsiveness to feedback

What You’ll Love About Us

• Salary range of USD $135,000-$160,000 base plus significant equity (we do not have geo based salaries)
• High growth startup - plenty of room for you to directly impact the company and grow your career!
• 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

As a Senior Enterprise Customer Success Manager (CSM), you manage the ongoing success of a portfolio of Signifyd's large, enterprise customers. You will work cross-functionally with multiple teams to ensure alignment with customer objectives. You will build out a strategic view of your accounts to ensure long-term success. As a trusted business advisor for your assigned customers, you will help engage with your customers to ensure platform usage, track key success metrics/outcomes, and conduct periodic account reviews. You will report to the VP, Enterprise Customer Success. 

Responsibilities:

• Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention of a portfolio of assigned clients 
• Project manage customer onboarding process to successful deployment by leading and coordinating internal and external activities 
• Work extensively with various cross-functional teams in order to orchestrate service infrastructure around client needs 
• Identify and successfully close renewals and expansion opportunities within your book of business
• Have full ownership of commercial activities such as opportunity management and contract workflows. 
• Understand your customers’ pain points, initiatives and business goals and identify how Signifyd can partner to achieve their goals
• Use knowledge of the Signifyd platform to advise on best practices around product usage with end-users
• Develop collateral and conduct regular business reviews with client executive teams
• Ensure swift resolution of account issues by using resources from cross-functional teams
• Provide executive oversight and client communication
• Work with Marketing to identify and convert successful customers into advocates
• Embody Signifyd values and serve as a role model for other team members

Requirements for the position:

• 5+ years of Customer Success Management or Account Management
• Ability to travel when necessary
• Proficiency in Salesforce, JIRA, Excel and G-Suite is required 
• Proficiency in BI tools such as Looker is a plus
• Requirement to occasionally be working on Fridays to support the 4-day workweek for the Customer Success team. Primary work will be responding to any customer escalations that arise that Customer Support cannot resolve.
• Proven customer management experience with Enterprise accounts
• Proven track record of managing complex projects 
• An analytical and metrics-driven workstyle
• Ability to analyze complex situations, develop associated action plans and lead teams to achieve goals
• Creative, driven, resourceful, detail-oriented, and highly organized
• Excellent communication and presentation skills
• Self-starter who excels under ambiguity in a fast-paced, deadline-oriented environment
• Passion for e-commerce and new technology
• Background in e-commerce, payments, fraud or data science is preferred

In 30 days:

• You will complete essential training for your role (e-learning and live sessions)
• You will be assigned your book of business
• You will conduct handover sessions for your accounts
• You will gain operational proficiency around Signifyd’s tech stack 

In 60 days:

• You will fully familiarize yourself with your book of business and meet your customers
• You will establish account plans for your accounts 
• You will familiarize yourself with internal operational processes and workflows 
• You will start to lead internal meetings, projects and conversations related to your accounts 
• You will be able to to conduct a business review with a client 
• You will continue your training on various aspects of the role (both e-learning and live sessions your onboarding buddy and/or Line Manager) 

And at 90 days:

• You will have build a full strategic view for your accounts including identification any opportunities or risks 
• You will fully complete all your training related to your role 
• You will gain operational proficiency within Signifyd cross-functional structure and will have a clear understanding of how to drive projects forward and resolve issues. 
• You will lead all internal and external engagement related to your accounts

Benefits in our US offices:

• Discretionary Time Off Policy (Unlimited!)
• 401K Match
• Stock Options
• Annual Performance Bonus or Commissions
• Paid Parental Leave (12 weeks)
• On-Demand Therapy for all employees & their dependents
• Dedicated learning budget through Learnerbly
• Health Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Account (FSA)
• Short Term and Long Term Disability Insurance
• Life Insurance
• Company Social Events
• Signifyd Swag

We want to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.

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

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

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

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

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

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

The Associate, Customer Success Manager contributes to the mission of BetterUp by ensuring that our customers and members receive the full value out of the BetterUp platform and experience. As a key advocate for customer needs, this role builds partnerships that drive adoption and success. Core skills to be successful in this role include, but are not limited to; customer empathy, project management, and problem-solving.

What you’ll do:

• Account Health:Monitor health metrics and respond to early warning signs; escalates issues to leadership as needed. 
• Adoption: Responsible for educating and guiding customer adoption of the BetterUp platform. Equip your customers with the resources and best practices that assure timely and successful adoption.
• Value Delivery:  Oversee the value delivery motions for your assigned customers – from baselining to impact review and ROI calculation. Lead in crafting value-driven business recommendations for growth.
• Relationship Building: Establish strong relationships at various levels within diverse customer organizations.
• Partner Enablement: Enable customers to independently manage and navigate aspects of their program. 
• Internal Partnerships: Influence the development of our products and functionality, assist in product marketing, and enrich the knowledge base and best practices for both internal teams and customer communities.

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

• 2+ years experience in customer-facing roles, managing accounts or stakeholders.
• Proven ability to build relationships and establish credibility with senior customer contacts.
• Experience in project management, including handling a high volume of customers or projects simultaneously.
• Strong track record of enabling customers to actively participate in and promote the value of their programs.
• Knowledge of HCM SaaS or talent management disciplines is a plus, but not required.
• Ability to travel, up to 20%, as needed.

Benefits:

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

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

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

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

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

The base salary range for this role is $54,000 – $121,800.

If you live in New York, the base salary range for this role is: 
$81,200 – $121,800: New York City
$67,600 – $101,400: Nassau, Newburgh
$54,000 – $81,000: Albany, Buffalo, Rochester, Syracuse

Protecting your privacy and treating your personal information with care is very important to us, and central to the entire BetterUp family. By submitting your application, you acknowledge that your personal information will be processed in accordance with ourApplicant Privacy Notice. If you have any questions about the privacy of your personal information or your rights with regards to your personal information, please reach out tosupport@betterup.co

#LI-Remote

The role: 

• As an SMB Customer Success Manager, you will be a vital member of Newsela’s Customer Success organization. 
• You will work directly with our schools and districts to ensure their success and continued adoption of our industry-leading platform. 
• Monitoring and interacting with every step of the client life cycle, you are able to have a very real impact on the teachers and students in your portfolio. 
• You’ll monitor the health of your portfolio, and will work closely with our internal teams to ensure clients are engaging with and getting the most out of Newsela’s solutions, and ultimately renewing their investment in Newsela. 
• You’ll leverage data, our tech stack, and customer insights to drive company results in product adoption, renewal, and expansion. 
• You will also manage customers as they go through the Newsela Customer Journey, and will ensure they have the necessary support and resources at each step in the process to create an exceptional experience from the pre-sale team introduction throughout the full lifecycle. 
• You will partner closely with members of our Sales, Marketing, and Support teams.

Why you’ll love this role:

• As a member of our growing Customer Success team, you will have the opportunity to directly influence how administrators at school districts across the country engage with Newsela. 
• You will also gain exposure to the future of education, enhance how districts and teachers engage students, and provide time-saving approaches that allow educators to design customized learning for different levels of learners. 
• 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 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 2+ years of experience in owning a large portfolio of accounts through the entire customer journey (post-sale through renewal) while being attentive to the health, needs, and goals of your clients. 
• You proactively engage in client communication, use data to identify opportunities for growth, and have demonstrated success in monitoring customer health and driving renewals. 
• 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 demonstrated history of hitting and exceeding company OKRs (may include renewal, health scores, production adoption KPIs, etc).
• While not required, a background in education, with experience using Gainsight and Salesforce (SFDC) is a plus.

Compensation:

Base salary:$65,000 - $70,000

On-Target Commission:$12,500

Total OTE (On-Target Earnings):$77,500 - $82,500

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.

IAS is looking for the right people to continue our rapid growth. We want to find the people at the start of their careers who can become future leaders in digital advertising. The Customer Success Manager will partner with Sales and Customer Success Managers to successfully onboard, retain, and grow clients. The primary focus of this role is to shorten time to value realization, cement strong relationships with key stakeholders, and ultimately achieve renewals for our most valued accounts.

As a part of our Customer Success team, this role offers potential to gain in-depth experience of the verification space within the advertising industry. Under the direction of your manager, you will finesse your technical, communication, and commercial skills.

What you’ll do:

• Understand the digital advertising ecosystem of advertisers, agencies, platforms, publishers, and media technology partners
• Build a solid understanding of all IAS products and processes
• Manage a dynamic, high-volume list of clients (buy side)
• Oversee the lifecycle and all aspects of client health including on-boarding, value realization, and renewal, while spearheading further adoption of IAS services
• Act as the lead point of contact and account owner for all matters specific to assigned clients, providing problem resolution and escalations in a timely manner
• Prepare regular reporting and data analysis of client activity
• Identify at-risk scenarios and work with internal/external stakeholders to build & enact solutions
• Attend external meetings and present to clients
• Create process and methodology documentation
• Develop client relationships to incorporate a deep understanding of client goals
• Communicate client needs and act as an internal advocate for owned clients

What you’ll need:

• Ideally 2-5 years' experience in AdTech, Agency or brand experience
• Experience in successfully working across a diverse client portfolio with multiple client stakeholders
• Strong analytical skills, with the ability to identify business issues, analyze data, draw conclusions, and develop actionable, strategic recommendations
• Understanding of online advertising and marketing industry is a must
• Ability to learn quickly and grasp different processes and systems
• Enthusiasm to work in a fast-paced and demanding environment
• Ability to prepare clear and concise client-ready documents
• Exceptional organizational skills, with a proven track record of successfully managing projects to completion and precise attention to detail
• Ability to work independently as well as part of a team
• Fluency with Microsoft PowerPoint, Word, Excel
• Experience working in Salesforce and with IAS in your current role is a plus

About Integral Ad Science

Equal Opportunity Employer:

IAS is an equal opportunity employer, committed to our diversity and inclusiveness. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age. We strongly encourage women, people of color, members of the LGBTQIA community, people with disabilities and veterans to apply.

California Applicant Pre-Collection Notice:

We collect personal information (PI) from you in connection with your application for employment or engagement with IAS, including the following categories of PI: identifiers, personal records, commercial information, professional or employment or engagement information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment or engagement. For additional details or if you have questions, contact us at compliance@integralads.com.

To learn more about us, please visithttp://integralads.com/ 

Attention agency/3rd party recruiters: IAS does not accept any unsolicited resumes or candidate profiles. If you are interested in becoming an IAS recruiting partner, please send an email introducing your company to recruitingagencies@integralads.com. We will get back to you if there's interest in a partnership.

#LI-Hybrid