Customer Success Manager - Redwood City, CA

The job overview for this role is that Split Software is seeking an exceptional customer advocate to join their Customer Success team. The Enterprise Customer Success Manager will be responsible for driving adoption and advocacy of their software platform. The successful candidate will need to be an active listener, proactive customer champion, and strategic advisor. This role will involve establishing relationships with customers at all levels of the organization, understanding their business objectives, and creating actionable roadmaps and account plans to drive adoption and upsell opportunities.

• Ensure customers get the most value from Split and increase adoption
• Establish relationships within all levels of the organization
• Provide action-oriented approaches and problem-solving skills to create loyal Split advocates
• Understand customer business objectives and goals to create actionable roadmaps and account plans
• Possess a comprehensive understanding of the Split platform and new products/features
• Partner with cross-functional team members to translate business problems into product requirements
• Provide feedback on current CS programs to improve best practices and playbooks
• Drive adoption and creation of new product features through account planning and joint Customer Success Plans
• Manage large, complex project implementations
• Demonstrate strategic thinking and storytelling with attention to detail
• Experience in DevOps or Analytics space is a plus
• Excellent presentation, verbal, and written communication skills
• Lead and facilitate community and executive discussions
• Translate complex terminology into clear actions and next steps
• Self-starter with an entrepreneurial spirit and ability to work autonomously
• Ability to prioritize tasks and manage a diverse workload
• Understanding of agile methodologies and software release cycle is 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
• Snacks in the office
• 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)
• 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)
• 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)
• Compliance with parental leave requirements (Canada)
• Up to 10 weeks of parental leave (Canada)