Senior Customer Success Manager
Appsembler
Description
Where would we be without knowledge and a society of passionate learners? From science to the humanities, the acquisition of skills and knowledge are key to what it means to be human, and what it means to operate as a healthy society.
The Appsembler team is committed to furthering this ongoing spread of knowledge and skills, which are critical to making us who we are. Appsembler’s two key products, Tahoe and Virtual Labs, form an experiential learning platform that gives learners direct experience with various software via hands-on exercises. On a daily basis, we work closely with companies like Redis Labs, Cybereason, and Progress Software, as well as institutions like The Pennsylvania State University and The OpenUniversity.Appsembler is, and has been for nearly 5 years, a fully remote team. That means that we are not limited by borders, and we hire and operate in a manner that assumes that team members are not co-located. For this position, we strongly prefer that your availability aligns with either the Eastern or Western US time zones.We love to learn new things, and we each like to share what we’ve learned with teammates, customers, partners, and the open-source community.We’re empathetic, curious, and care about the wellbeing of our teammates.
The Role
Appsembler is seeking a seasoned Senior Customer Success Manager to manage a portfolio of Enterprise customers. Reporting to the Head of Customer Success, you will be the primary driver of our customers’ and their learners’ success using our platform.As a Senior CSM, you will use your strategic expertise in managing relationships to understand and proactively help customers attain their e-learning business goals. You’ll work to ensure a successful on-boarding and an ongoing adoption of our products and services, with a focus on driving high renewal rates and identifying expansion opportunities.You will leverage a repeatable customer communication plan to drive product engagement, value realization, and satisfaction, and ultimately positively affect our customer retention and growth goals.You’ll participate in cross-functional initiatives in partnership with Product, Sales, and Marketing to launch new products. You’ll provide customer feedback to the Product team to help drive continuous improvement based on client specific needs and goals. You will work closely with the Head of Customer Success on process definition and improvement to ensure the team is properly positioned for scale.
You will be located in your remote office and work in a dynamic, fully distributed environment. Ability to work in United States time zones required.About You
You have high levels of empathy for customers and teammates, curiosity, trustworthiness, dependability, and concern for the success of others. You have a deep knowledge of and passion for Customer Success as a discipline, and a drive to ensure your customers’ business goals are being achieved by the adoption of our products.You are a “farmer” who is keenly focused on retaining recurring revenue, but who is also eager to expand accounts by identifying new opportunities. You think strategically and proactively by nature; you like to get to the “why” of customer requests, strive for clarity, and share openly and honestly with customers and teammates.You are comfortable having technical discussions about data workflows, Jobs To Be Done, and end user experience. You are curious to learn more about technical problems and solutions, and committed to developing and maintaining high levels of platform expertise.You have strong verbal and written communication skills, both internally and externally. You are comfortable working with and presenting to C-Level executives.You pride yourself on being a self-starter and a team player. You can provide and accept constructive feedback up, down, and across an organization. You are also able to push back on customers and teammates when appropriate. You’ve never thought that the status quo was the only way to get things done. Your ability to follow-up is unparalleled.You thrive working with cross-functional, fully-distributed teammates to serve customers and enjoy a fast-paced and evolving environment. You are proactive by nature, and are not easily distracted from your most important tasks.This is not your first Customer Success role in the SaaS industry.Requirements
- Understanding customer’s business goals and developing joint success plans.
- Proactively focusing on activities to increase retention rates and account growth.
- Discovering and helping to define customer’s insights and new feature requests, being the voice of the customer in sharing feedback with internal product team stakeholders.
- Understanding the customer journey and how to proactively guide customers through key milestones, with an eye on increasing product adoption, customer satisfaction, and overall lifetime value of the customer.
- Tracking and reporting on health of assigned accounts.
- Conducting regular success and periodic business review calls.
- Escalating technical issues internally as required to ensure swift resolution.
- Understanding the product and technical workflows.
- Assisting the Head of Customer Success with process definition for scale.
- Participating in cross-functional projects.
We’re looking for someone with:
- Minimum of 4 years of experience in a Customer Success role at a SaaS software company managing high-value accounts, ideally with customers in the B2B software industry (e-learning or LMS experience is a plus).
- Experience in and a passion for understanding customer goals and success metrics, and mapping a technical solution to meet those needs.
- Experience in driving activities that tangibly increase retention rates and growth.
- Ability and willingness to learn about our SaaS platform at a technical level.
- Excellent communication skills, both verbal and written, and both with customers and internal to the organization.
- Interest in or experience with Customer Success process definition.
- A proactive drive to succeed and to make others successful.
- A strategic and problem solving mindset, with attention to detail and proactive follow-up.
- An ease with data and understanding of how to leverage data in decision making.
- Ability to tell the difference between “activity” and “achievement”.
- High levels of customer and teammate empathy, patience, and active listening.
- Ability to thrive in a distributed environment (we have no “office”).
Benefits
- Work that is meaningful, impactful, and very interesting
- The flexibility to work remotely from wherever you choose
- A collaborative atmosphere with a tight-knit and supportive team
- Liberal vacation policy
- 401K plan*
- Healthcare benefits*
- Paid parental leave*
*For United States employees only
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