Customer Success Manager

Typeform

4d • $65,000 - $95,000

About The Position

As a Customer Success Manager, you will be primarily responsible for partnering with Typeform’s Enterprise customers to help them achieve their business goals. You’ll work with new customers who have purchased our Enterprise plan, as well as existing customers that have upgraded, driving activation, continued adoption, retention, and creating lasting partnerships.

As a product and customer specialist, you will provide recommendations, identify potential obstacles, and utilize internal tools to proactively identify opportunities for customers to expand their use cases. You will drive results through product training, education, use case exploration, and risk prevention and mitigation, in order to continually improve and impact the customer experience.

You’ll be a great fit for this role, if you are curious, creative, enjoy problem solving, helping customers discover new opportunities,analyzing data, and find satisfaction in iterating on and improving processes

Requirements

• Proven experience in customer success or a customer relationship management type role with a preference for prior experience working in a SaaS company
• Easily builds rapport with customers and team members
• A proven track record of expansions and renewals
• Process-driven and analytical
• Can identify and communicate trends in their book of business
• Strong written and verbal communication skills
• Ability to breakdown and communicate technical terminology in a non-technical manner
• A passion for delivering the quality level of service
• Natural curiosity and enthusiasm
• A team-focused, collaborative instinct
• Flexible, open to change, and a sense of humor never hurts!

Nice To Haves

• You’re excited about the tools
• Time and work management skills to prioritize customer engagements and requests
• Previous experience working in a fast-paced organization

Responsibilities

• Partner with customers at key moments in their lifecycle to develop an understanding of their needs and coach them on how to use Typeform to reach their desired goals
• Introduce new opportunities to expand usage and optimize client experiences
• Use internal tools to monitor customer health, usage metrics, and progress
• Connect with and assist customers when they fall out of engagement cadences, nurturing usage and mitigating risk in accounts
• Identify expansion opportunities and negotiate and close renewals
• Deliver account reviews and information around trends to leadership and cross functional teams
• Collaborate across teams (Sales, Support, Product, Community, Marketing) to ensure a smooth journey, and deliver impactful feedback to inform content, program, and product development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees