Customer Success Manager

Templafy•New York, NY

9d•Hybrid

About The Position

Customer Success at Templafy is responsible for guiding customers along the value realization path, ensuring they receive positive ROI on their initial use case and paving the way for expansion to new business units and new use cases. Alongside our colleagues, CS is accountable for Net Retention Rate. We aim to deliver an excellent enterprise customer experience, responsive to needs and proactive with strategic advice. This requires a deep understanding of our customers’ businesses and how Templafy can drive positive business outcomes towards cost savings and revenue generation. It also requires genuine relationship-building such that internal and external stakeholders are keen to spend time with you and meet your requests. As a team, we aim to grow together, energized by individual and shared accountability. We are mutually responsible for team learning and development, meaning we proactively share knowledge, contribute to team initiatives, and provide constructive feedback with honesty and positive intent. As a Customer Success Manager, you will be working closely with a wide range of exciting companies worldwide and will interact with internal and external stakeholders across different business functions. You will report to the Customer Success Lead, North America who in turn reports to the Global VP of Customer Excellence. You will fully own your portfolio of ~20-30 global enterprise customers. This means being accountable to your own Net Retention Rate. You will work closely with internal stakeholders across Account Management, Solutions Engineering, and Technical Support to achieve your goals. You will become a trusted advisor to your customers, helping them to fully adopt and realize the current and future value of the Templafy solution. You will focus your time and attention on identifying, delivering and proving positive business outcomes (PBOs) for your customers. Your contributions are critical to Templafy’s ability to reach our full growth potential. You can expect to inspire – and be inspired by – the team’s energy, ambition and drive to succeed.

Requirements

Bachelor’s degree required
4+ years of work experience required, with 2+ years of B2B Customer Success or Account Management experience
Experience engaging with and presenting to external senior-level stakeholders (VP and above) at Fortune 500 companies
Ability to prioritize, multi-task, and perform effectively under pressure
Experience using AI to optimize repeatable tasks and be more effective in client engagement
Self-motivated with a business-oriented and customer-focused mindset
Exemplary communication, presentation and client engagement skills
Experience with Salesforce preferred
English language fluency is required; other foreign languages would be an asset

Responsibilities

Be empowered to make key decisions about your customer portfolio to meet and exceed NRR goals.
Demonstrate ongoing curiosity about our customers, their ways of working, their AI adoption journey, and their pain points, to (re)establish value-oriented Positive Business Outcomes (PBOs)
Execute on the delivery of the Templafy solution to achieve PBOs
Develop impactful champions within customer organizations, guiding them to “sell” the value story internally to other key stakeholders and economic buyers
Explore potential new use cases and new stakeholders through continuous discovery, and evangelize value throughout the customer organization
Partner with the Account Management team to develop and deliver long-term account plans for retention and expansion into new use cases and new business units
Reliably identify at-risk customers and implement proactive measures to address their concerns and ensure satisfaction
Quickly develop industry knowledge to become a trusted advisor to your customers
Collaborate within the CS team, sharing best practices and learnings proactively, including being in-office a minimum of 3X per week
Occasional client travel
Occasional client calls outside of traditional work hours (to accommodate global client time zones)