About the Role

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

About the Team

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

About the Job

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

Your Day-to-Day

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

About You

Minimum Qualifications

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

Preferred Qualifications

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

#LI-Remote

Job Locations: Austin, TX OR Washington, DC

We are seeking a dynamic and experienced Customer Success Manager to join our growing US Public Sector team. The Customer Success Manager will be responsible for developing and nurturing relationships with customers in our US Public Sector team’s State, Local, and Education (SLED) segment to drive mutual growth and success. This role is critical in ensuring our customers are empowered to succeed with Cloudflare's solutions and maximizing the value we deliver to them.

About the Department

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

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

What you'll do

You will work alongside our Sales team and Customer Solutions Engineers to ensure the success of Cloudflare’s SLED customers. You will bring strong relationship-building experience, product knowledge, project management, organizational and problem-solving skills, as well as a high degree of empathy to maintain a best-in-class customer experience. 

You will maintain a deep understanding of our customers’ goals and be an internal champion of the features/functionality most critical to their specific organizational needs. You are ultimately responsible for the retention and expansion of your book of business; which is driven through consistent communication and collaboration with our customers’ teams and demonstrating the value the products and services provide to their organization via quarterly reviews. 

The role will sit on the Customer Success Team in order to maintain familiarity with best practices and processes to ensure the success of our Enterprise customers.

Additional responsibilities will include:

• Manage the customer life cycle, which includes initial launch and technical integrations or enablement, maintaining a healthy steady state, quarterly goals assessment, product roadmaps and executive alignment, and renewal of the partnership.  
• Enable customers on processes, engagement models and share all relevant resources. Work continuously to manage expectations with key stakeholders.
• Work with your customer account teams to plan and execute long-term account plans to facilitate retention and expansion via product and consumption growth. 
• Develop and maintain long-term relationships with stakeholders in your account portfolio.
• Work cross-functionally with Sales, Product, Engineering, Support, Marketing, and other teams to resolve customer challenges and work towards their stated goals.
• Manage customer feedback and product needs by providing feature requests to internal teams and advocating for prioritization within the product roadmap. 
• < 25% travel

Desirable skills, knowledge and experience

• Bachelor's degree required. Masters is a plus
• 5+ years of experience in a Customer Success/Account Management role servicing enterprise accounts
• Experience working in the US Public Sector space, preferably SLED
• A good understanding of the layers of a multi-cloud environment
• Experience with project management and account portfolio planning and prioritization
• Ability to prioritize, multi-task, and problem-solve effectively under pressure
• Strong phone and interpersonal communication skills (verbal and written) as well as executive presence
• Track record of successful planning and execution of Executive Business Reviews
• Basic understanding of computer networking and “how the internet works”
• Curiosity to learn about the cloud security and performance industry
• Understanding of application, server, and network security is a plus
• Proficiency with CRM software (e.g., Salesforce and Gainsight) is a plus

Compensation
Compensation may be adjusted depending on work location.

• For Colorado, Austin and New York based hires: Estimated annual salary of $113,000 - $139,000
• For Washington, New York City, and California (excluding Bay Area) based hires: Estimated annual salary of $120,000 - $146,000
• For Bay Area based hires: Estimated annual salary of $126,000 - $154,000

Equity
This role is eligible to participate in Cloudflare’s equity plan.

Benefits

Cloudflare offers a complete package of benefits and programs to support you and your family.  Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun!  The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.

Health & Welfare Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave

Locations: Paris, France. Lisbon, Portugal

About the Department

Customer Success Managers, Account Executives, Business Development Representatives, Solution Engineers, and Sales Operations - all working together to help our customers solve their business challenges by adopting Cloudflare while creating the revenue streams that help the company provide free service to millions in our community.

What you'll do

You will be working in a team of fellow Customer Success Managers that look after a pool of thousands of Enterprise customers, and are responsible for ensuring their success by managing their adoption during the post-sale experiences. 

You will bring strong relationship-building experience, product knowledge, project management, process improvements and organisational skills, as well as a high degree of empathy to ensure the customers’ satisfaction with Cloudflare’s services.

You will maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs. You are ultimately responsible for the retention of the pool of customers; this is driven through demonstrating the value the products and services provide to the customer’s business mostly via 1:many engagements: office hours, workshops and webinars.

Customer responsibilities:

You will be responsible for ensuring the success of a portfolio of Cloudflare’s contracted customers and managing all of their post-sale experiences. This includes being an escalation point for support issues and directing customer questions.  It is imperative that you manage your time effectively to ensure that you are working on high priority items.

From a commercial perspective, you will be responsible for the success of your customers in your book of business. You will be highly organised, data driven, and able to manage a large portfolio of customers. 

Additional responsibilities will include:

• Build relationships with customers and internal stakeholders
• Manage the customer life cycle after contract signature
• Create, design, improve and deploy processes for our pooled team
• Demonstrate a high degree of empathy for customer requests
• Utilise data to uncover potential risks as well as expansion opportunities for customers
• Work cross-functionally with multiple departments to resolve customer business challenges and work towards their stated goals
• Ability to escalate appropriately and efficiently.
• Communicate customer feedback and product needs to appropriate internal teams
• Continuous learning on Cloudflare’s offering as well as soft skills
• Co-building collateral material for customers
• Being strategic: leverage 1:many and 1:1 engagements depending on the context

Examples of desirable skills, knowledge and experience

• Fluent in French is a must, Dutch would be a plus
• Strong communication skills in English (verbal and written) 
• 3-5 years experience in related field, preferably in cybersecurity
• Bachelor's degree required - Marketing / Business / IT orientation preferred 
• Demonstrable organisational skills
• Experience working directly with customers in a B2B environment
• Basic understanding of computer networking and “how the internet works.”
• Natural curiousity to learn about the cloud security industry
• Experience with account portfolio planning and prioritisation, including Salesforce upkeep
• Ability to prioritise, multi-task, and perform effectively under pressure
• Analytical skills: there will be a lot of data, that you will need to transform into information and actions

Your impact

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

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

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

Your role

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

Your experience

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

Company Overview:  

Securly, Inc. is a leader in AI-driven student safety and wellness solutions for K-12 schools, protecting over 20 million students across 20,000 schools globally. Our award-winning technology continues to set new industry standards, recognized for innovation and an inclusive, collaborative workplace.

Job Summary:  

As a Customer Success Manager, you will manage relationships with approximately 300 small school districts in Western US, ensuring they achieve their safety and wellness goals using Securly’s product suite. Reporting to the Director of Customer Success, your role is critical in driving revenue growth through consultative solution selling, upselling, and cross-selling. You’ll serve as a trusted advisor, helping clients maximize the value of our technology and ensuring their long-term success.

Key Performance Objectives (KPOs):

First 30 Days:  

- Product Mastery: Build a solid understanding of Securly’s product suite, including key features and value propositions.

- Customer Engagement: Establish relationships with all assigned accounts and begin assessing their needs.

- Health Score Review: Analyze customer health scores to identify immediate areas for improvement.

First 90 Days:  

- Customer Health Improvement: Increase at least 80% of accounts to the "green" zone for customer health through strategic interventions.

- Upsell Opportunities: Identify upsell and cross-sell opportunities in at least 10% of your accounts, initiating conversations.

- Customer Satisfaction: Achieve a CSAT score of 80% or higher demonstrating strong client engagement.

First 6 Months:  

- Relationship Building: Develop trust with key stakeholders, ensuring alignment with their long-term goals.

- Customer Advocacy: Cultivate at least five customer advocates for case studies or testimonials.

- Cross-functional Collaboration: Partner closely with sales, marketing, and product teams to drive customer success strategies.

First Year:  

- Revenue Growth: Achieve 20% account revenue growth through targeted upselling and cross-selling.

- Retention and Churn Reduction: Exceed retention goals of 85% and reduce churn to below 1%.

- Customer Health Management: Maintain at least 80% of accounts in the "green" zone, ensuring customer satisfaction and product adoption.

Skills and Qualifications:

1. Influential Communication & Active Listening: Ability to deliver tailored presentations and align communication with client needs.
2. Grit, Resilience, & Growth Mindset: Proven ability to overcome challenges, maintain focus, and drive continuous improvement.
3. Adaptive Thinking & Problem-Solving: Demonstrated success in handling objections, providing creative solutions, and negotiating beneficial terms.
4. Product & Industry Knowledge: Deep understanding of product features and industry trends; K-12 experience is a plus.
5. Strategic Research & Prospecting: Ability to identify new opportunities and prepare effectively for client engagements.
6. Client Engagement & Relationship Management: Proven experience in building long-term client relationships and identifying upsell opportunities.
7. Time Management & CRM Proficiency: Expertise in using CRM systems such as Salesforce, Gainsight, and Outreach to prioritize tasks and optimize engagement.
8. Sales Acumen: Experience in identifying upselling and cross-selling opportunities in the EdTech/K-12 space, with a proven track record in managing sales cycles.

Employee Value Proposition (EVP) and Benefits:
At Securly, you’ll play a pivotal role in advancing student safety and wellness in K-12 schools while leveraging cutting-edge technology to build strong client relationships. As a Customer Success Manager, you’ll thrive in a remote-first, supportive culture that promotes both professional growth and personal well-being.

• Competitive Compensation: We offer a robust salary structure complemented by performance incentives to reward your hard work and dedication.
• Health and Well-being: Our extensive benefits package includes top-tier health, dental, and vision insurance, supported by a company-sponsored 401(k) match, ensuring your financial security today and into retirement.
• Parental Leave: We support new parents with 12 weeks of fully-paid parental leave, giving you precious time to bond with your newborn or newly adopted child without financial worry.
• Flexible Time Off: Enjoy the freedom of unlimited vacation, over eight paid holidays, and special summer Friday half-days. We also provide a full week of paid leave at year-end, encouraging you to rejuvenate and spend quality time with loved ones.
• Professional Growth: Fuel your career growth with a $1,000 annual stipend for professional development, fostering a growth mindset and continuous learning.
• Remote-First Culture: Our remote-first approach promotes a flexible working environment, helping you maintain a healthy balance between your professional responsibilities and personal life.

Securly is an Equal Opportunity Employerand is committed to diversity and inclusion. We do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected status. We welcome candidates from all backgrounds and encourage you to contact HR for accommodation during the application or interview process.  #LI-remote #LI-DO1

Senior Customer Success Manager

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

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

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

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

What you’ll be doing:

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

What we’re looking for:

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

What we offer you: 

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

Compensation Transparency

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

Job Grade:Senior

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

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

Requirements

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

Preferred Qualifications  

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

Responsibilities

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

Salary:

Salary Range:  $150K -180K OTE

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

Compensation | Benefits

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

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

Position Overview 

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

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

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

Role and Responsibilities:  

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

Required Skills and Experience:  

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

Benefits

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

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

Other:

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

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

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

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

#li-remote #remote-li 

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

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

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

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

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

Not confident that you check all the boxes? You should still apply! We’ll review your application for other opportunities. We're always on the lookout for talented people and we're committed to developing each employee's career with over 1,800 training classes offered every year.

The impact you’ll make: 

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

Skills you’ll bring: 

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

Benefits and perks:

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

Additional Information:

Minimum salary of $84,516 to maximum salary of $122,403 + commission + equity + benefits. Up to 25% commission will be paid quarterly based on achievement of sales targets.

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

About RollWorks:

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

We are committed to building diverse teams of “Rollers” and are proud to be an equal opportunity employer. Learn more about our DEI impact via our DEI Annual Report on our Culture page. All applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, citizenship, genetics, disability, age, veteran status or other characteristics. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To request reasonable accommodation, contact candidateacommodations@nextroll.com.

Manager, Customer Success

Remote - US (Remote)

Who we are

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

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

What you’ll do 

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

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

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

Who you are

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

Your skill-set: 

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

What’s in it for you

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

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

Within 30 days you’ll:

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

Within 60 days you’ll: 

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

Within 90 days you’ll:

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

What we offer

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

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

What we live by

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

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

Not sure if this is you?

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

Pindrop is an Equal Opportunity Employer

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

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