Key Responsibilities:
Strategic Scaling: Oversee onboarding and renewal processes (including business reviews) for SMB to Mid-Market clients, enhancing time to value through scalable methods such as digital content and automated tools. This role includes producing and delivering web-based and in-person training sessions.
Engagement Optimization: Boost customer adoption and deepen engagement by understanding mid-market needs and creating system-based solutions along with relationship-driven tactics.
Resource Management: Develop and maintain self-service documentation and video training materials to promote customer independence and satisfaction.
Collaborative Integration: Work closely with Sales, Product, Engineering, and Design teams to ensure our product roadmap and operations align with mid-market customer needs.
Customer Advocacy: Represent the voice of the customer internally, ensuring feedback influences our product development and service strategies.
Data Analysis: Track and report on customer health metrics and feedback to guide business strategies.
Revenue Generation: Meet monthly expansion goals, upsell targets, and renewal forecasts within the mid-market segment.
Process Innovation: Partner with Ops to develop and refine Customer Success processes, enhancing the scalability and effectiveness of the function.
You're the perfect fit for this role if:
Proven Experience: You have a deep understanding of mid-market dynamics in a SaaS environment, with 3-5 years of experience in customer success roles at product-led, growth-focused companies.
Systems Expertise: You use systematic approaches to solve problems and scale customer interactions.
Data Oriented: You have a data-driven approach, focusing on scaling customer success operations through systems and processes.
Adaptive: You thrive in a fast-paced, dynamic environment and are proactive in generating solutions.
Strong Communication Skills: You possess exceptional written and verbal communication skills, able to effectively convey value proposition to diverse audiences.
Technical Acumen: You are familiar with CRM tools (HubSpot preferred) and adept at managing multiple stakeholder needs simultaneously.
Job Type: Full-time
Pay: $80,000.00 - $115,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Compensation package:
- Bonus opportunities
- Performance bonus
- Stock options
Schedule:
Application Question(s):
- What is the most clients have you overseen at any one time?
Experience:
- Customer Success: 2 years (Required)
Ability to Commute:
- New York, NY 10001 (Required)
Work Location: In person