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

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

Overview:

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

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

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

You will: 

Team Leadership & Management:

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

Client Management & Success:

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

Reporting & Analysis:

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

You have:

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

Benefits: 

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

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

Why you’ll love working here: 

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

Belonging at LivePerson

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

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

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

Our Customer Success team plays a vital role in advising and guiding a diverse range of Enterprise customers, ensuring a successful launch with Webflow and continually achieving their business goals and maximizing their investment in Webflow. We are the main point of contact for Webflow's strategic customers throughout their customer journey, including onboarding, adoption, maturity, and renewals.

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

About the role 

• Location: Remote-first (United States - West region &BC, Canada) **must reside in Pacific or Mountain time zone
• Full-time 
• Permanent
• Exemption status (Relevant to US only)
  • Our cash compensation amount for this role ranges depending on the cost of labor of the geographic area. The ranges shared below may change if you are hired in another geographic location. 
  • United States  (all figures cited below in USD and pertain to workers in the United States)
  • Zone A: $128,000 - $161,000
  • Zone B:  $121,600 - $153,000
  • Zone C: $115,000 - $145,000
  • Canada  (All figures cited below in CAD and pertain to workers in ON & BC, Canada)
  • $144,700 - $182,400

• For sales roles, the ranges provided are the role’s On Target Earnings (“OTE”) ranges, meaning that the ranges include both the sales commissions target and annual base salary for the role. This salary range may be inclusive of several career levels at Webflow and will be narrowed during the interview process based on a number of factors, including the candidate’smarket location, job related experience, knowledge, qualifications, and skills. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends
  

  Please visit our Careers page for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

  • Reporting to the Senior Manager, Customer Success

As a Customer Success Manager, you’ll … 

Establish a trusted advisor relationship across your customer’s organization, from Executive Sponsors to day-to-day contacts, that works to ensure customers are getting value from our products and services.

Work with customers to understand their unique goals and business processes as well as provide expert knowledge of Webflow; nurture relationships with influential stakeholders and empower them to be Webflow champions.

In addition to the responsibilities outlined above, at Webflow we will support you in identifying where your interests and development opportunities lie and we'll help you incorporate them into your role.

About you

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

• Have a consultative approach; able to navigate complex business needs and requirements
• Prior Customer Success or Account Management experience, with a SaaS company or digital marketing agency. (3-4 years of relevant experience preferred)
• Strong verbal and written communication skills: able to present complex ideas in an accessible and engaging way to both internal and external stakeholders, including executive level conversations with customers. 
• Keen business sense to discover and understand customer business objectives and pain points to ultimately measure Webflow’s financial impact on the customer’s business.
• Excitement to dive into the technical details of the product to understand the customer’s use-case and needs thoroughly.
• Great people skills: genuine, warm, curious, engaging, conversational, friendly, empathetic, and caring. 
• Excellent organizational, note taking, project management, and time management skills.

Our Core Behaviors:

• Obsess over customer experience. We deeply understand what we’re building and who we’re building for and serving. We define the leading edge of what’s possible in our industry and deliver the future for our customers
• Move with heartfelt urgency. We have a healthy relationship with impatience, channeling it thoughtfully to show up better and faster for our customers and for each other. Time is the most limited thing we have, and we make the most of every moment
• Say the hard thing with care. Our best work often comes from intelligent debate, critique, and even difficult conversations. We speak our minds and don’t sugarcoat things — and we do so with respect, maturity, and care
• Make your mark. We seek out new and unique ways to create meaningful impact, and we champion the same from our colleagues. We work as a team to get the job done, and we go out of our way to celebrate and reward those going above and beyond for our customers and our teammates

Benefits & wellness

• Equity ownership (RSUs) in a growing, privately-owned company
• 100% employer-paid healthcare, vision, and dental insurance coverage for employees and dependents (full-time employees working 30+ hours per week), as well as Health Savings Account/Health Reimbursement Account, dependent care Flexible Spending Account (US only), dependent on insurance plan selection where applicable in the respective country of employment; Employees may also have voluntary insurance options, such as life, disability, hospital protection, accident, and critical illness where applicable in the respective country of employment
• 12 weeks of paid parental leave for both birthing and non-birthing caregivers, as well as an additional 6-8 weeks of pregnancy disability for birthing parents to be used before child bonding leave (where local requirements are more generous employees receive the greater benefit); Employees also have access to family planning care and reimbursement
• Flexible PTO with a mandatory annual minimum of 10 days paid time off for all locations (where local requirements are more generous employees receive the greater benefit), and sabbatical program
• Access to mental wellness and professional coaching, therapy, and Employee Assistance Program
• Monthly stipends to support health and wellness, smart work, and professional growth
• Professional career coaching, internal learning & development programs
• 401k plan and pension schemes (in countries where statutorily required) financial wellness benefits, like CPA or financial advisor coverage
• Discounted Pet Insurance offering (US only)
• Commuter benefits for in-office employees

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

Remote, together

At Webflow, equality is a core tenet of our culture. We are an Equal Opportunity (EEO)/Veterans/Disabled Employer and are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law. Pursuant to the San Francisco Fair Chance Ordinance, Webflow will consider for employment qualified applicants with arrest and conviction records.

Stay connected

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

Please note:

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Upon interview scheduling, instructions for confidential accommodation requests will be administered.

To join Webflow, you'll need a valid right to work authorization depending on the country of employment.

If you are extended an offer, that offer may be contingent upon your successful completion of a background check, which will be conducted in accordance with applicable laws. We may obtain one or more background screening reports about you, solely for employment purposes.

For information about how Webflow processes your personal information, please reviewWebflow’s Applicant Privacy Notice. 

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

This position is fully remote. 

Primary duties

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

What We’ll Love About You

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

What You’ll Love About Us

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

What to expect from our hiring process :

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

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

About Us

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

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

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

The Role

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

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

What You’ll Do

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

Qualifications

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

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

What We Offer

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

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

Visa sponsorship for this role is currently not available.

Diversity

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

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

The position

As a Customer Success Manager, you'll be a trusted advisor and advocate for our customers, ensuring a seamless onboarding experience, building strong relationships, and fostering long-term partnerships. The role focuses on customer retention and growth, acting as the customer's go-to expert on product functionality and solutions.

What this job can offer you

• Take responsibility for the entire customer journey, from onboarding to long-term relationship management.
• Own client retention and expansion, identifying upselling and cross-selling opportunities from the Onboarding phase..
• Manage campaigns and product promotion, and introduce new features to clients.
• Ensure delivery model is focused on quality and customer success outcomes.
• Monitor customer complaints and provide assistance to solve any concerns or problems.
• Gather customer feedback regularly and share with our Product, Sales, Global Operations, Finance, Legal, and Growth teams.
• Educate and train customers on key information and processes to set them up for success.
• Become a global HR expert, sharing your expertise on all of Remote’s products and services with our customers, especially in Employer of Record, Global Payroll, and Contractor management.

What you bring

• Take responsibility for the entire customer journey, from onboarding to long-term relationship management.
• Own client retention and expansion, identifying upselling and cross-selling opportunities from the Onboarding phase..
• Manage campaigns and product promotion, and introduce new features to clients.
• Ensure delivery model is focused on quality and customer success outcomes.
• Monitor customer complaints and provide assistance to solve any concerns or problems.
• Gather customer feedback regularly and share with our Product, Sales, Global Operations, Finance, Legal, and Growth teams.
• Educate and train customers on key information and processes to set them up for success.
• Become a global HR expert, sharing your expertise on all of Remote’s products and services with our customers, especially in Employer of Record, Global Payroll, and Contractor management.

We would consider a plus:

• Knowledge of how global organizations and start-ups work. 
• Readiness to work in a fast-paced environment.
• Understanding of remote working.

Practical

• You'll report to: Manager of Customer Success
• Team: Customer Success
• Location: EMEA
• Start date: As soon as possible

Remote Compensation Philosophy

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

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

The OTE salary range for this full-time position is $28,600 USD to $48,300 USD. Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.

Application process

Roughly 5 hours across 6 weeks

1. (async) Profile review
2. (async) Written test
3. Interview with recruiter
4. Interview with manager & peer
5. Interview with Director of CS
6. (async) Offer
7. Prior employment verification check

Important: due to high applicant volumes, we might take a bit longer to get back to you. Please be patient with us. Thank you!

 #LI-DNI

Company Overview:

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

Opportunity Overview:

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

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

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

What you will do:

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

Your background & requirements:

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

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

Equal Opportunity Statement 

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

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

#LI-Remote

#BI-Remote

Responsibilities

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

Qualifications

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

Salary range: 100,000 - $120,000

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

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

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

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

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

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

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

Overview

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

What you’ll do

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

What you’ll bring

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

As a Customer Success Manager, you will be joining a fast-paced and high-growth team delivering innovative cyber threat intelligence solutions that protect our customers. You will maintain a rapidly growing client portfolio and ensure our users get the most value out of our products and services. You’ll be responsible for driving product usage and adoption, as well as facilitating account growth/retention via tailored success plans. You’ll leverage your prior experience in customer success and cyber security to foster successful and long term client relationships with Recorded Future. Don’t miss your opportunity to become a Futurist! 

What You’ll Do:

• Act as the primary point of contact for customer security teams including SOC, CTI, IR, GRC, Fraud, and more
• Drive product adoption across a diverse portfolio of the company’s top enterprise clients across our EMEA territory
• Execute our client engagement strategy by delivering comprehensive Success Plans
• Manage and answer inquiries about our Intelligence Cloud, API/Integrations, and other services
• Identify, assess, and escalate account risk factors and orchestrate remediation efforts
• Work closely across the Intelligence Services Department and other teams — Onboarding, Training, Support, Operations — to construct and scale solutions across customer businesses
• Learn our platform, stay current on cybersecurity events, and build deep familiarity with the various customer security functions where we deliver value 
• Regularly capture and internally share your customers’ experience with Recorded Future
• Be ultimately accountable for the overall health of each customer by ensuring high rates of customer adoption, growth, and retention

What You’ll Bring to the Team:

Knowledge:

• Demonstrated experience in Customer Success and enablement principles
• Strong understanding of Cyber/Information Security fundamentals
• Familiarity with Project Management processes, strategies, and methods

Competencies:

• Passion and drive for making customers happy and successful 
• Positive, collaborative, and energetic attitude with a strong desire to make an impact
• Polished and professional approach for delivering customer engagements
• Experience designing and executing communications and/or customer success programs
• Superb communication skills with an ability to convey complex concepts to all levels of client personnel–from an analyst up to the CISO

Requirements:

• Bachelor’s degree or 3+ years of relevant Customer Success and SaaS work experience
• A Native Spanish speaker and fluent in English

#LI-Remote

Your impact

As a Senior Customer Success Manager at Handshake, you are responsible for ensuring our education partners are healthy, happy, successful, and retained. You will create repeatable and reusable tactics for driving engagement across our university partners' teams. 

In this critical role, we are seeking an individual with a wealth of experience as a customer success manager to manage our most strategic partnerships. Given the rapid pace of our expansion, we require someone who not only possesses a deep understanding of how to create and maintain strong partnerships but has a proven track record of successful market growth in tech. 

To succeed in this role, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy on the opportunities you come across, having accountability and being open to new challenges are essential to our continued success. There is an opportunity to make a real impact here!  If you are driven and hungry for a challenge to help us on our mission to help students fulfil their career dreams, then we can’t wait to meet you!

Your role

• Relationship Management - Owning the core and executive relationships for our key strategic partners. Having a proactive approach with partners and regularly meeting them to understand their current state and how to help them achieve their goals through Handshake - you are willing to try new and innovative ways in order to achieve this 
• Renewals and expansions - Building trust and advocacy with partners which ultimately leads to driving retention. Driving the plan of action internally and externally for key partners
• Owning Customer Journey - act as the main point of contact for your partners, which means you will be accountable for the entire partner lifecycle, from onboarding and implementation to adoption and optimization - knowing when to bring other team members in and working with the support team on improving processes for the day to day questions 
• Internal Collaboration - Communicate key updates to the wider team, secure opportunities for success stories, and collaborate with sales and product teams for effective partnership differentiation and enhancement. As you can see this role will involve wearing multiple hats but also will give you exposure to grow in multiple areas!
• Product Knowledge -Demonstrate a deep understanding of the Handshake product and the ability to consult using best practices and learnings from managing university partners. Expand product adoption, and drive value for university partners. Staying on top of the roadmap and identifying opportunities to excite partners about our vision
• Product Adoption and Best Practices -Expand and deepen product adoption, creating strong action plans with university partners on leveraging our platform to drive student and employer engagement. Actively learn and understand the career services space as well as awareness of student and employer priorities, consulting with partners on adapting workflows to achieve success with the Handshake product.
• Partner Success, Health, and Retention - Track subjective health assessments and collaborate with Handshake’s Product Teams to address partner needs promptly and to escalate key product developments. Utilising data reporting and dashboards to understand trends and take appropriate actions for maintaining account health Ownership of a Region- Acting as the primary liaison between the company and partners in that region by providing crucial insights to internal teams. As we are scaling and we are learning as we are growing in these regions and in this role, you will be responsible for sharing insights through managing your partners to ensure the success of the region
• Mentorship - provide coaching and guidance to junior colleagues and to act as a role model to the team - you will be the one Senior CSM in the team and so it is key that the team can see what “exceptional” looks like and to act as the go to person when support is needed on escalations and pushing internal initiatives
• Customer On-sites - you will be traveling to Universities and so it is key that you will be comfortable with running partner on-sites to hold key milestone meetings and to build relationships with the wider team. This is also a good opportunity to engage with students to see the impact Handshake is having.

Your experience

• An established Customer Success professional (5+ years of experience) who finds satisfaction in helping your partners achieve their goals and helping your team grow.
• Proven experience with SaaS - It’s a bonus if you know the startup space, and can pre-empt the bumps in the road ahead as we scale
• Excellent communicator - written and verbal and also experience with running presentations to key decision makers
• You get energy from being in high pressure situations and fast growth, with the ability to build repeatable, scalable processes
• Ability to prioritise workload while maintaining high attention to detail
• Confident with data reporting and analysing to tell stories and to spot trends 
• Highly curious with high level of intellectual curiosity - you see an opportunity and you act on this! 
• Ability to think critically and empathetically about the customer’s needs
• Add value to a team environment by demonstrating enthusiasm and a collaborative spirit
• Adaptable to evolving business needs and willingness to contribute to process improvement 
• Fluent in written and spoken German and English

What we want to accomplish and why we need you

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

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

About the Role:

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

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

Responsibilities and expectations include but are not limited to:

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

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

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

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

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

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

Travel:  You are willing to travel extensively.

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

Requirements:*

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

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

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

Tell me more about Suki

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

Suki is an Equal Opportunity Employer. We are dedicated to building a company that fosters inclusion and belonging and reflects the diverse communities we serve across the country. We know we are stronger this way and we look forward to growing our team with these shared values.  

In compliance with the State of California Pay Transparency Law, the base salary range for this role is between $120,000 - $145,000 in CA. This range is not inclusive of any discretionary bonus or equity package. When determining a candidate’s compensation, we consider a number of factors including skillset, experience, job scope, and current market data.

Overview

We're looking for a Manager of our Tier 2 Accounts  to join our team! This person will nurture and lead a team of CSMs, scaling across a portfolio of 200+ merchants. Crucial to the success of our business, this person will be the aggregate voice of our merchant base in Tier 2. 

We are looking for someone who is savvy with strategy and has the ability to design the next phase of this program. This individual ideally has prior experience with people management and a strong understanding of how to drive value through systems automation combined with best-class strategy. 

What you'll do

• Professionally build, document, and implement the execution of Consultative Strategies for your team’s portfolio. 

• Propose, own and direct team-wide initiatives that directly impact the success of Customer Success.

• Own the directive of our multi-product expansion targets with your team and measure outcomes on an on-going basis 

• Communicate clearly and succinctly to stakeholders on Account Reporting: inclusive of Risk + Churn, NRR and Renewals

• Act as an on-going resource and escalation point for the Tier 2 book of business, supporting your team members as well as the needs of our merchants 

• Mobilize your team to deliver best in class experiences to their book of business. This includes delivering on scaled solutions as well as creative problem solving.

• Train CSM team members on consultative best practices, the application of feature implementation, and escalation resolutions.

• Collaborate with connected teams to execute tactical implementation of strategy.

• Craft and report merchant revenue, brand experience, product feedback, and more internally at Recharge.  Champion your merchant portfolio’s needs on an aggregate.

• Act as an internal advocate for our merchants by collaborating cross-functionally to voice their critical business needs and key results 

What you’ll bring:

• 3-5 years of proven success in people management 

• 5+ years of SaaS experience, ideally in Account Management or Customer Success

• Strong leadership to enable, coach, and drive team members to action

• A deep understanding of customer success best practices, particularly centered around growth and retention

• Organized with Project Management Experience; properly orchestrate merchant needs internally & externally on the aggregate

• E-commerce industry, tech-stack and knowledge of subscriptions

• Experience with spearheading large scale initiatives that impact multiple teams

• Expertise dealing with unexpected issues with out-of-the-box solutions

• Established techniques in working with cross-functional peers to achieve company-wide objectives 

• Ability to work remotely and desire to make an impact at a high growth company

• Bachelor's degree or equivalent experience desired 

Your impact

As a Senior Customer Success Manager at Handshake, you are responsible for ensuring our education partners are healthy, happy, successful, and retained. You will create repeatable and reusable tactics for driving engagement across our university partners' teams. 

In this critical role, we are seeking an individual with a wealth of experience as a customer success manager to manage our most strategic partnerships. Given the rapid pace of our expansion, we require someone who not only possesses a deep understanding of how to create and maintain strong partnerships but has a proven track record of successful market growth in tech. 

To succeed in this role, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy on the opportunities you come across, having accountability and being open to new challenges are essential to our continued success. There is an opportunity to make a real impact here!  If you are driven and hungry for a challenge to help us on our mission to help students fulfil their career dreams, then we can’t wait to meet you!

Your role

• Relationship Management - Owning the core and executive relationships for our key strategic partners. Having a proactive approach with partners and regularly meeting them to understand their current state and how to help them achieve their goals through Handshake - you are willing to try new and innovative ways in order to achieve this 
• Renewals and expansions - Building trust and advocacy with partners which ultimately leads to driving retention. Driving the plan of action internally and externally for key partners
• Owning Customer Journey - act as the main point of contact for your partners, which means you will be accountable for the entire partner lifecycle, from onboarding and implementation to adoption and optimization - knowing when to bring other team members in and working with the support team on improving processes for the day to day questions 
• Internal Collaboration - Communicate key updates to the wider team, secure opportunities for success stories, and collaborate with sales and product teams for effective partnership differentiation and enhancement. As you can see this role will involve wearing multiple hats but also will give you exposure to grow in multiple areas!
• Product Knowledge -Demonstrate a deep understanding of the Handshake product and the ability to consult using best practices and learnings from managing university partners. Expand product adoption, and drive value for university partners. Staying on top of the roadmap and identifying opportunities to excite partners about our vision
• Product Adoption and Best Practices -Expand and deepen product adoption, creating strong action plans with university partners on leveraging our platform to drive student and employer engagement. Actively learn and understand the career services space as well as awareness of student and employer priorities, consulting with partners on adapting workflows to achieve success with the Handshake product.
• Partner Success, Health, and Retention - Track subjective health assessments and collaborate with Handshake’s Product Teams to address partner needs promptly and to escalate key product developments. Utilising data reporting and dashboards to understand trends and take appropriate actions for maintaining account health Ownership of a Region- Acting as the primary liaison between the company and partners in that region by providing crucial insights to internal teams. As we are scaling and we are learning as we are growing in these regions and in this role, you will be responsible for sharing insights through managing your partners to ensure the success of the region
• Mentorship - provide coaching and guidance to junior colleagues and to act as a role model to the team - you will be the one Senior CSM in the team and so it is key that the team can see what “exceptional” looks like and to act as the go to person when support is needed on escalations and pushing internal initiatives
• Customer On-sites - you will be traveling to Universities and so it is key that you will be comfortable with running partner on-sites to hold key milestone meetings and to build relationships with the wider team. This is also a good opportunity to engage with students to see the impact Handshake is having.

Your experience

• An established Customer Success professional (5+ years of experience) who finds satisfaction in helping your partners achieve their goals and helping your team grow.
• Proven experience with SaaS - It’s a bonus if you know the startup space, and can pre-empt the bumps in the road ahead as we scale
• Excellent communicator - written and verbal and also experience with running presentations to key decision makers
• You get energy from being in high pressure situations and fast growth, with the ability to build repeatable, scalable processes
• Ability to prioritise workload while maintaining high attention to detail
• Confident with data reporting and analysing to tell stories and to spot trends 
• Highly curious with high level of intellectual curiosity - you see an opportunity and you act on this! 
• Ability to think critically and empathetically about the customer’s needs
• Add value to a team environment by demonstrating enthusiasm and a collaborative spirit
• Adaptable to evolving business needs and willingness to contribute to process improvement 
• Fluent in written and spoken German and English (Frenchn is a big plus) 

As a Mid-market Customer Success Manager, you'll partner with our mid-market employer partners to ensure they achieve their hiring goals, drive adoption across recruiting teams and make sure they are creative and strategic with early talent hiring. 

You will create repeatable and reusable tactics for driving engagement across our employer partners' teams, which could include everything from training, to webinars, to email nurture, to product hooks. You'll be the voice of the customer both quantitative and qualitative to rally the necessary people and highlight success.

You'll report to the Director of Customer Success, working closely with sales, marketing, product management, and data analytics to make improvements constantly within and across accounts. Through these cross-functional efforts, you’ll achieve world-class customer satisfaction, generate case studies, and drive our business through premium renewals and expansions.

Your Role:

• Own the core relationship with our mid-market employer partners
• Evolve the customer journey for our mid-market employers
• Help scale internal processes to support hundreds of premium employers
• Synthesize voice of customer from qualitative and quantitative feedback to drive future product enhancements and features

Your Experience:

• 2+ years of experience in Consulting, Account Management or Customer Success managing a portfolio of 70+ customers 
• Experience with SaaS.
• Able to drive customer adoption and value consultation with multiple senior stakeholders.
• Able to translate business goals into outcomes and build a process that aligns with customer needs.
• Does not get frustrated easily by lack of internal processes.
• Adds value to the CSM team through their energy and enthusiasm.
• Has a high level of comfort facilitating meetings and delivering product trainings with external customers. 
• Has a high degree of collaborative spirit.
• Has a high degree of technical aptitude.
• Provides process improvement solutions to create team efficiencies.

Compensation Range:

• $115,000 - $135,000 (80/20 split)

*Must be willing to work a hybrid schedule from our SF or NY office- 3 times a week (Monday, Wednesday, Thursday) 
*Must be willing to travel up to 20% of the time. 

Our mission is to democratize opportunity for students everywhere.We believe that every student should have an equal opportunity to build a meaningful career regardless of where they go to school, what they major in, or who they know.  

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.

What does the Manager of Strategic Customer Success on the Employer Team do at Handshake?

We’re looking for a Manager of Strategic Success to join our Employer Customer Experience Team - working with F500 employers across the nation to influence and expand their early talent recruiting strategy.  You will serve as a key leader for the Strategic Segment of existing partnerships. You’ll work closely with the team to ensure they achieve their goals, build relationships with executives, expand their presence as thought leaders and drive customer retention and expansion from onboarding through renewal.   

You’ll be instrumental in building and leading a world class Customer Success program for the category leading platform. This high-impact role combines equal parts people management, sales, relationship management leadership and customer satisfaction. The ideal candidate has a proven record of success managing revenue carrying individual contributors in SaaS technology company.   

Your Role

• Lead a high-performing team of Strategic Customer Success Managers: hire, develop, inspire, motivate and empower the team to successfully achieve our client’s goals while also striving to reach our organization’s retention and revenue growth targets (e.g. NDR) 
• Mentor and assist team with account planning, metrics pacing, renewals, identifying upsell opportunities, managing churn, and forecasting 
• Effectively track business progress to goals - adoption, usage, product penetration and overall satisfaction (NPS)
• Develop relationships with senior stakeholders of our largest customers, navigate complex situations, engage in multi-threading to new lines of business and subsidiaries 
• Synthesize the voice of Strategic customers from qualitative and quantitative feedback, share with leadership and cross-functional partners (e.g. input into Product roadmap)
• Understand market trends and keep up-to-date with the latest developments and discussions impacting the industry
• Work closely with cross functional partners (like Marketing, Product, Sales Ops) to meet client’s objectives, while also positively impacting the CSM function

• Present to the Executive Team on a consistent basis
• Front line people management including coaching, performance management, career development and skills development

What we look for 

• 7+ years in SaaS enterprise and strategic customer success, and/or post-sales experience
• 5+ years leading high-performing teams, working with Fortune 200 companies
• Strong track record of success with your own book of business, and regularly hitting individual and team goals
• Experience creating and influencing value narratives including ROI, product value and thought leadership all coupled with data storytelling
• Experience influencing renewal proposals/recommendations, forecasting, and account planning
• Experience with an evangelical sale, selling non-discretionary software to executives at Fortune 500 companies
• Excellent communication skills, polished, professional sales presentation skillsAnalytical mindset with a methodical data-driven approach to identifying challenges, creating solutions and measuring impact
• Ability to think systematically, proactively identify gaps, build infrastructure, processes, and tools to drive efficiency and streamlined operations
• Organized with systems and efficiency to create scalable solutions vs manual work
• You thrive in a fast paced environment, appreciate and demonstrate flexibility as needed
• You react gracefully under pressure
• You’re a do-er with a bias towards action and creative problem-solving

Compensation range

• $200,000 - $220,000 OTE (80/20)