Customer Success Manager - Boston, MA

The job overview for this position is that Split Software is seeking an exceptional customer advocate to join their Customer Success team as an Enterprise Customer Success Manager. The main responsibility of this role is to drive adoption and advocacy of the software platform by establishing relationships with customers and providing strategic guidance. The successful candidate will have strong communication and problem-solving skills, as well as a comprehensive understanding of the Split platform. This is a hybrid in-office and remote role based in Boston or Redwood City, with a salary range of $160,000 to $190,000.

Ensure customers get the most value from Split and increase adoption by establishing relationships within all levels of the organization from Executive Sponsors to Day to Day contacts

Provide action oriented approaches and utilize problem solving skills in order to create loyal Split advocates within our customer base

Understand customer business objectives and goals in order to create actionable roadmaps and account plans in partnership with Sales to drive adoption and upsell opportunities

Possess a comprehensive understanding of the Split platform, new products and features in order to add value to every customer conversation

Partner with other cross-functional team members to translate business problems and needs into product requirements to support new solutions for customers

Provide feedback on current CS programs to the Product Success team and improve our best practices and playbooks to address key customer scenarios

Experimentation is core to our culture – let’s iterate til’ we win.

6+ years relevant experience working with customers to drive adoption of a product or service

Strong background in Account Planning and joint Customer Success Plans to drive adoption and creation of new product features

Proven experience in managing large, complex project implementations

Strategic thinker and storyteller with strong attention to detail

Experience in DevOps or Analytics space a plus

Excellent presentation skills, in addition to verbal and written communication skills

Proven effectiveness at leading and facilitating community and executive discussions

Ability to translate complex terminology into a clear set of actions and next steps

Self starter with an entrepreneurial spirit and can drive action in the face of ambiguity

Ability to work autonomously and to prioritize tasks, while managing a diverse workload

Understanding of agile methodologies and the elements of a software release cycle a plus

• 6+ years relevant experience working with customers to drive adoption of a product or service
• Strong background in Account Planning and joint Customer Success Plans to drive adoption and creation of new product features
• Proven experience in managing large, complex project implementations
• Strategic thinker and storyteller with strong attention to detail
• Experience in DevOps or Analytics space a plus
• Excellent presentation skills, in addition to verbal and written communication skills
• Proven effectiveness at leading and facilitating community and executive discussions
• Ability to translate complex terminology into a clear set of actions and next steps
• Self starter with an entrepreneurial spirit and can drive action in the face of ambiguity
• Ability to work autonomously and to prioritize tasks, while managing a diverse workload
• Understanding of agile methodologies and the elements of a software release cycle a plus

• Competitive salary + equity
• Educational reimbursements
• Remote work flexibility
• Fully stocked offices with snacks
• Localized Hubs Stipend for remote teams
• Temporary remote work options
• Company-wide wellness closures
• End-of-Year company closure
• Flexible PTO
• Monthly Wellness Stipend
• Volunteer Time Off
• Great health benefits and parental leave
• Commuter Benefits
• Patent Incentive Program
• Employee Referral Bonus
• Spot Bonus Program
• In-person and virtual team events
• Anthem Blue Cross and Kaiser health insurance (US)
• Full Medical, dental, vision with HSA and FSA options (US)
• Life Insurance, STD and LTD coverage options (US)
• Reproductive Care Access Travel Benefits (US)
• Sequoia Wellness programs with OneMedical, Carrot and Headspace (US)
• 10 weeks paid parental leave (US)
• Fidelity 401k (US)
• OSDE 310 or Swiss Medical SMG30 health insurance (Argentina)
• 90 days paid maternity leave (Argentina)
• 10 weeks paid paternity leave (Argentina)
• English Classes with a Native English Teacher (Argentina)
• Split pays 100% of the premium for employees and 75% for dependents (UK)
• Private Medical Insurance through BUPA (UK)
• Life Insurance through UNUM (UK)
• Employee Assistance Programme (UK)
• Bereavement Support Service (UK)
• Full In-Patient treatment with comprehensive cancer cover and full out-patient Therapies (UK)
• Mental Health Cover (UK)
• Bupa Dental Level 1 (UK)
• Up to 52 weeks of maternity leave (UK)
• 10 weeks of paid paternity leave (UK)
• Split 5% pension match (UK)
• Split will comply with all leave requirements per each provincial government's guidance (Canada)
• Up to 10 weeks of parental leave (Canada)