Overview

Smartling is seeking a Customer Success Manager for a remote, work from home position. As a Customer Success Manager at Smartling, your goal will be to ensure positive customer health and retention. You will be responsible for ensuring that your customers rapidly adopt and deeply leverage the Smartling solution, and meet their business goals while doing so, from on-boarding and throughout the customer lifecycle.  You will partner closely with other Smartling teams such as Sales, Marketing, Professional Services, and Product to ensure customers achieve their objectives and realize significant value from using our platform. We are a fast-moving company looking for energetic candidates to grow and develop alongside us. 

Smartling was founded 14 years ago to make localization and translation seamless. Today, Smartling is profitable and backed by Battery Ventures, a global technology-focused investment firm, supporting company growth and expanding our market share and leadership position. We are the only cloud-based, AI-enabled translation platform that combines a Neural Machine Translation Hub and professional language services empowering teams to collaborate in real-time to create experiences customers love.

You Will

On-boarding: 

• Take a leading role in ensuring that customers are successfully onboarded to Smartling in accordance with their success goals
• Provide training and education throughout the onboarding process, and work closely with team members to ensure project timelines are met

Customer Communication and Education:

• Develop communication cadence with your customers on product and industry updates that impact your customers’ global content activities and objectives
• Assess customer requirements, resolving problems, anticipating future needs, and generally serving as the customer’s voice within Smartling
• Oversee the customer’s implementation of localization best practices to ensure you help the customer drive incremental value and return investment

Customer Retention and Growth:

• Develop and implement an effective account planning strategy for your book of business to ensure retention, product adoption and growth through collaboration with other team members
• Establish trusted advisor relationships with all major stakeholders within your assigned book of business, such that all activities are closely aligned with the customer’s business strategy, allowing the full potential of their Smartling solution to be realized
• Manage the renewal process for a portion of your book of business, and have a clear focus helping your customer's expand their customer's use cases with Smartling 

Demonstrating Value:

• Lead business review meetings to continuously articulate the value of Smarting and customer’s performance against goals, to encourage adoption and expansion across the customer’s organization
• Facilitate business process optimization workshops and enjoy participation in Smartling events for customer marketing activities

You Have

• Minimum 3 years of experience in a B2B customer success/client services/account management role 
• Ability to manage multiple customer relationships with many internal and external stakeholders, project manage, set priorities and stay organized
• Experience managing contract renewals and up-sells
• Experience working in a role that required you to stay calm in the face of technical and/or customer challenges
• Proven ability to network and manage relationships across many different functions within a global customer organization
• An aptitude for digesting and effectively communicating technical concepts across audiences of varying technical ability
• Business acumen and experience leading and preparing customer presentations/meetings including working with and manipulating data for value driven presentations
• Bachelor’s degree or equivalent work experience
• A home office setup conducive for working remotely, and ability to work effectively as a remote team member*

Preferred but not required

• Experience with translation, localization, and internationalization processes
• Knowledge of the SaaS business model and experience supporting SaaS solutions for midmarket and enterprise business customers
• An understanding of modern software development processes like continuous delivery

You Are

• Results-focused.Center on professional and personal growth.
• Enthusiastic.A fun and energetic co-worker.
• An analytical thinker.“If there is a problem I have a solution” attitude.
• Strategic.Translates high-level strategies into practical implementation strategies.
• A Leader.Proactive and will use excellent judgment when dealing with issues.
• Customer-focused.Passionate for client success at all times.
• Detail-oriented.Supremely well organized with attention to detail.
• A Team Player. Ability to work effectively and cross-functionally within all levels of management, both internally and externally.

You Will Enjoy

• Freedom ???? - we are remote first
• Growth  - an opportunity to learn and advance your career
• Wealth ????- we offer a competitive salary and 401(k) + company match
• Wellness - health insurance; free medical plan for you and your family
• Balance - flexible PTO + 11 holidays; generous parental leave
• Culture ????- an energetic, value-driven, and fun culture and team spirit
• Bonus - employee referral program and apple equipment

Smartling is proud to be an equal opportunity employer. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, skills, and experiences.

We use E-verify platform for the work authorization verifications.

The US national total pay range for this role is $85,000 - $105,000, including variable incentive component. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed.

To all recruitment agencies: Smartling does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias or Smartling employees. Smartling is not responsible for any fees related to unsolicited resumes.

*To work from home, you must have a strong internet connection, quiet space, and a professional (distraction and clutter-free) background.

 About Us

Simon Data was founded in 2015 by a team of successful serial entrepreneurs with a passion for transforming data to drive real-world results. We are building a best-in-class enterprise Customer Data Platform that empowers marketers to create personalized data-driven experiences for the customers. We’re scrappy problem solvers who believe in tackling big challenges with disruptive thinking and giving our customers the support they need to deliver great next-generation experiences at scale.

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

The Role

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

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

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

What You'll Do

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

Qualifications

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

** Candidates must live an Eastern Time Zone (  Connecticut, Delaware, Florida, Georgia, Indiana, Kentucky, Maine, Maryland, Massachusetts, Michigan, New Hampshire, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, South Carolina, Tennessee, Vermont, Virginia, and West Virginia).**

What We Offer

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

In compliance with the state and city salary transparency requirements, the potential salary for this position is from $115,000 to $140,000 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.

Customer Success Manager

About Shipwell

At Shipwell, we empower supply chain efficiency and service effectiveness at scale. The Shipwell platform includes capabilities previously out of most shippers' technical reach and affordability today. Our solution combines everything shippers need, from transportation management and visibility to procurement, in a comprehensive, easy-to-use platform. It will adapt and scale as market and business demand change, allowing shippers to operate, manage, and optimize the shipping process seamlessly. Industry experts have recognized Shipwell's traction in the market and have differentiated Shipwell as a leader in the logistics industry. Awards include Gartner Magic Quadrant for TMS 2024, 2023, 2022, 2021, Food Logistics’ 2022 Top Software & Technology Providers, and FreightWaves’ FreightTech 2022 and 2021 Awards for Innovation and Disruption in Freight Industry. Shipwell was also named the fourth fastest-growing company in North America on the 2021, 2022, and 2023 Deloitte Technology Fast 500 and Forbes 2020 Next Billion-Dollar Startup.

Our Culture

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

About the Role

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

What you’ll do when you get here:

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

What you need to have:

• Proven track record of building deep customer relationships and aligning executives between companies
• 3+ years of key account portfolio management where you successfully retained, expanded and upsold through joint strategic planning
• 3+ years in a Transportation-related background is required, with a focus on Transportation Management Systems (TMS) 
• Experience in a client service-related position with strong verbal and written communication skills on an enterprise level 
• Experience helping users adapt to transportation-related products
• Demonstrated customer service and problem-solving skills
• Strong time management, prioritization, and organizational skills, with attention to detail and the ability to meet tight deadlines.
• Confidence and motivation to creatively solve problems
• Self-motivation, team-orientation, adaptability, and can work with a high degree of ambiguity
• Willingness to learn, multitask, manage multiple concurrent projects, and work in a fast-paced agile environment.

What is Preferred:

• 2+ years of experience in a SaaS organization conducting operations and or support-related activities
• Comfortable working in a matrix organization
• Proficient in Google Suite applications, Salesforce, Jira, Confluence, and Intercom
• Preferred Bachelor’s degree 

Why Shipwell:

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

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

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

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

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

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

SUPERHUMAN ????

We exist so that professionals end each day feeling happier, more productive, and closer to achieving their potential.

Today we are…

• The fastest email experience in the world
• Loved and adored: see what our customers say

Our customers get through their inboxes twice as fast; many see inbox zero for the first time in years.

Come shape the future of email, communication, and productivity!

BUILD LOVE ????

At Superhuman, we deeply understand how to build products that people love. We incorporate fun and play; we infuse magic and joy; we make experiences that amaze and delight.

It all starts with the right team — a team that deeply cares about values, customers, and each other.

CREATE MASSIVE IMPACT ????

We're not solving a small problem, and we're not addressing a small market. We're going after email; the one activity that consumes more of our work day than any other.

Our ambition doesn't stop there. Next: calendars, notes, contacts, and tasks. We are building the productivity platform of the future.

DO THE BEST WORK OF YOUR LIFE ????

We have created the frameworks for how to build product market fit and redefined the narrative of how to onboard customers successfully. We have shown the world it’s possible to build a premium productivity brand. Our investors include Andreessen Horowitz, First Round Capital, IVP, Tiger Global Management, Sam Altman, and the founders of Gmail, Dropbox, Reddit, Discord, Stripe, GitHub, AngelList, and Intercom.

This time, we’re swinging beyond the fences and fundamentally rethinking how individuals and teams should collaborate. We are building a household brand and a worldwide organization. We are here to do the best work of our lives, and we hope you are too.

As a Senior Customer Success Manager, you'll work with the Customer Success team to build strategic relationships with our Enterprise customers, develop repeatable processes and best practices, and ensure Superhuman has excellent customer satisfaction, retention, and expansion.

ROLE ????????‍????????‍????

Own the end-to-end Customer Journey:

• Manage a dedicated book of business consisting of Enterprise & strategic managed accounts including pilot conversion, onboarding, ongoing success, and renewal
• Onboard key contacts (leaders) from your new accounts by setting objectives that teach new customers the core product functionality. Level up existing customers with advanced product training
• Partner closely with Account Managers on prioritized accounts to ensure that customers achieve product activation and usage
• Identify and build relationships with product champions and users (especially power users) to drive product adoption

Build Customer Success Best Practices:

• Define, develop, and deliver playbooks & offerings to encourage adoption and prevent churn
• Improve internal playbooks and workflows by providing best practices that help to improve product adoption
• Identify low utilization accounts and provide solutions to drive product activation and usage
• Maintain healthy customer delight rates, referral rates, and retention levels

Advocate for the Customer

• Identify risks to customer retention and employ strategies to remove roadblocks and deliver success
• Interpret customer insights to drive product improvements and act as the voice of the customer to Superhuman's Product team
• Act as a trusted advisor to ensure that customers are fully leveraging Superhuman to achieve agreed upon objectives and priorities
• Maintain an understanding of the Superhuman product and the productivity industry to drive greater customer engagement on the most relevant features/functionality for their specific business needs

SOUND LIKE YOU? ????

• Experience: You have 3-5+ years of experience in Enterprise Account Management and/or Enterprise Customer Success
• Asynchronous Communicator: You’re effective across various mediums (especially Slack, notion, and email) and can produce and consume detailed written materials as needed without sacrificing speed. You respond quickly and thoughtfully to unblock others and speed things up.
• Relationship Builder: Ability to grow and nurture strategic relationships with external stakeholders at the executive level of large organizations
• Strategic: You have experience gaining a deep understanding of customer’s business goals and building strategies to support those outcomes
• Trusted Advisor: Advocates for the customer and provides clear pathways to success that are simultaneously appropriate for the customer and the customer’s long term relationship with Superhuman.
• Growth Mindset: You embrace challenges, welcome feedback, and see effort as the path to mastery. You believe that you and others can always learn and grow.
• Start-to-Finish Ownership: Acts with 100% responsibility for their own outcomes as well as the outcomes of the company.
• Cares deeply, challenges directly: Discusses and debates ideas openly. Focuses on the customer and business ‘so what’ and challenges stakeholders to take impactful action.
• Location: We're open to you from a home office anywhere in the United States.

SALARY INFO ????

The Sr. Customer Success Manager role may span a range of experience and expertise. Through our interview process, we will review your background, local market data, and use a mix of technical and qualitative assessments to determine where you fall in our range. We will talk about compensation in our first conversation and be transparent throughout the process about which level we think is the best match for you in our organization.

Our starting salaries for this role range from $130,000 - $170,000. The salary range does not reflect total compensation, which includes base salary, benefits, and company stock options.

We are open to hiring for this role anywhere in the US.  We take a locally informed approach to compensation, and our range is inclusive of starting salaries in different geographies.

BENEFITS ????

Taking Care of Your Future ????

• Medical, dental, and vision insurance: 100% coverage for you and 75% coverage for all your dependents.
• Voluntary insurance: short-term disability, long-term disability, and life insurance.
• 401(k) plan (we match 75 cents per dollar, up to 4% of your salary).
• Free access to Northstar, a financial wellness platform that provides financial advisors + personal finance tools.

Generous Time Off ????

• Enjoy our generous and flexible Paid Time Off (PTO) policy, with our amazing team members taking an average of 20 days per year.
• 13 additional company holidays, plus your own Care Days, Flexible Holidays, and a company-wide Winter Break.
• Generous parental, caregiver, healthcare, and compassionate leave policies.

Investing in Your Growth ✍️

• $3000 per year towards your professional development.
• Free access to Calm and Taskhuman.
• Allyship education program to help build your best self.

Setting You Up For Success ????????‍????????????‍????

• Custom MacBook Pro.
• $1000 budget for workstation setup.
• $260/month for your lunches, groceries, or whatever nutrition you need to stay fueled up!
• Flexible spending accounts for commuter costs, dependent care, and healthcare expenses.

At Superhuman, we value diversity. We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

As a Principal CSM, you will be responsible for the success of Signifyd’s most complex and strategic accounts. You will own the relationship across the entire customer journey, ensuring the customer’s seamless transition onto the Signifyd platform and driving optimal outcomes for the customer within core products utilized. You will collaboratively build and execute a long-term growth plan both internally and with the customer. The right candidate leverages their strong business acumen in order to deeply understand their customers’ business objectives and jointly build a long-term strategy with the customer. Success in this role requires an expert relationship builder who can align stakeholders at the highest levels of the customer organization and internally in order to execute on delivering desired outcomes.  

Activities & Responsibilities:

• Own the end to end customer relationship, ensuring seamless onboarding, optimal performance for the customer and strategic alignment between Signifyd and the customer
• Identify, establish, and build deep relationships with current and potential senior stakeholders within your accounts
• Plan and execute discovery, change management, and strategic alignment sessions with internal Signifyd teams and customer stakeholders
• Leverage knowledge of the Signifyd platform, industry trends and customer objectives to develop long-term growth plans as a strategic partner. 
• Ensure swift resolution of account issues by leveraging resources from cross-functional teams, while being the voice of the customer
• Embody Signifyd values and serve as a role model for other team members
• Develop collateral and effectively convey the value of the Signifyd partnerships via business reviews with client executive teams
• Understand your customers’ pain points, initiatives and business goals and identify how Signifyd can partner to achieve their goals
• Partner closely with Marketing to develop your key stakeholders into advocates
• Build relationships to help expand Signifyd’s footprint in the organization as well as identify upsell, cross-sell and other growth opportunities
• Engage and host executive onsites at customer and partner events

Requirements for position:

• Experience - 5+ years of success in senior roles in enterprise SaaS deployment and/or program management for large, complex, and strategic customers is required. Prior work experience as a Senior Program Manager or Senior Engagement Manager focused on cloud and software/services solutions preferred. Background in payments, fraud, and/or e-commerce industries preferred.
• Leadership - This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations. The Principal CSM must display leadership with Signifyd, customer and partner teams who may be engaged in the delivery of complex solutions for overall customer success.
• Relationship Building - Proven track record of building relationships with senior customer executives in large or highly strategic accounts. Experience managing various stakeholder relationships to generate consensus on solutions/engagements required.
• Sales Acumen -Ability to diagnose customer pain points and consult on potential solutions to drive upsell opportunities. Own full-cycle expansion opportunities with Signifyd clients to hit annual bookings targets.
• Program Management - Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required. The Principal CSM will be accountable for the development and execution of the shared merchant plan, including the operational health of the customer solutions deployed today and in the future.
• Collaboration and Communication - Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (CxO, Senior Executives, Day-to-Day Operations Team).
• Technical - Knowledgeable and experienced in designing, developing, deploying and supporting complex cloud technology solutions. Experience leading large technology programs that involve multiple areas, multiple stakeholders, are high risk, and are highly visible. 

#LI-Remote

Benefits in our US offices:

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

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

Overview

The Customer Success Department at Recharge is looking for a New York City-area 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.

Please note: While Recharge Payments is a remote-first company, we are looking for this person to be able to go into our New York City hub on a hybrid basis (3 times a week) and be able to meet with merchants in person on a regular basis.

What you will 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.
• Own the success of a book of business heavily aligned to the New York City area.
• Build upon your knowledge of their business to lead strategic conversations regarding data insights, KPIs, value, and overall success with Directors and C-level customer stakeholders, with the ability to attend and host in-person business meetings to accomplish this.
• Leverage your customer relationships and product knowledge to ensure product adoption and generate upsell opportunities that support our customers’ growth.
• Leverage Salesforce data and other analytics platforms to build a deep understanding of your BoB’s business health and use that data to identify and resolve potential risks.
• Engage in quarterly business reviews with customers, often in person, to build and continually update mutual success plans that align business goals to an effective growth strategy.
• Attend 1-3 local NYC-based events each quarter hosted by Recharge or our partners.
• Through a consultative approach, be an advocate for support and product needs.
• Act as an internal advocate for our merchants by collaborating cross-functionally to voice their critical business needs and deliver solutions.
• Maintain clean data within our internal CRM and other systems to ensure that Recharge’s leadership team has accurate information to review.

What you’ll bring:

• 3-5 years minimum of experience in eCommerce, either at a brand or managing accounts at a SaaS company.
• 1+ years of experience leveraging CRM tools, ideally with direct Salesforce and Gainsight experience.
• Experience in a customer-facing role with accountability for contract renewals.
• 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, especially C-level.
• Intermediate 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 in New York City on a hybrid basis and desire to make an impact at a high-growth company.

About Us

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

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

That’s where you come in! 

What You’ll Do

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

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

What You’ll Bring

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

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

Set Yourself Apart

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

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

____________________________________________________________________________________________

Highlighted Company Perks and Benefits

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

What It’s Like Working Here

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

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

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

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

Kalderos participates in E-Verify.

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

This position is fully remote.

Primary duties

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

What We’ll Love About You

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

What You’ll Love About Us

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

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

About Us

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

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

Customer Success Manager

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

Responsibilities

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

Requirements

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

Knowledge, Skills and Abilities

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

How We Invest In You

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

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

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

About the Role

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

You Will 

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

The Expectations

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

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

You Have

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

Our Benefits

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

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

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

Manager of Customer Success 

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

About the role

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

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

What You'll Do

Strategic Collaboration:

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

Educational Initiatives:

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

Customer Segmentation and Feature Adoption:

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

Leadership and Development

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

In the first year, you will

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

Success Metrics  

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

Who you are 

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

Must Haves

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

Nice to Haves

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

Salary Range

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

Who we are

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

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

StyleSeat Culture & Values 

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

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

Applicant Note: 

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

* Alabama

* Arizona

* California

* Colorado

* Florida

* Georgia

* Illinois

* Indiana

* Maryland

* Massachusetts

* Michigan

* Nebraska

* New Jersey

* New York

* Ohio

* Oregon

* Pennsylvania

* Washington

Postscript Description

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

Job Description

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

Primary duties

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

What We’ll Love About You

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

What You’ll Love About Us

• Salary range of USD $112,000 - $133,000 base, generous variable, plus significant equity (we do not have geo based salaries)
• High growth startup - plenty of room for you to directly impact the company and grow your career!
• Fully remote company. Work from home (or wherever)
• Fun - We’re passionate and enjoy what we do
• Competitive compensation and opportunity for equity
• Flexible paid time off
• Health, dental, vision insurance

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

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

 Overview:

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

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

You will: 

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

You have:

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

Benefits: 

The salary range for this role will be between $100,000 to $130,000 and commission split is 80/20. Final compensation will be determined by a variety of factors, including, but not limited to your location, skills, experience, education, and/or professional certifications. During the phone screening, your recruiter will provide the location-specific salary range for this role. Regardless of your personal situation or where you are in the world, LivePerson offers comprehensive and great benefits programs to meet your needs:

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

Why you’ll love working here: 

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

Belonging at LivePerson

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

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

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

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

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

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

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

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

What you’ll do:

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

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

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

Benefits:

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

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

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

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

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

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

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

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

#LI-Remote

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

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

Overview:

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

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

You will: 

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

You have:

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

Benefits: 

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

Why you’ll love working here:

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

Belonging at LivePerson:

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

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

#LI-Remote