Senior Customer Success Manager

Inscribe•San Francisco, CA

6d•$126,000 - $140,000•Hybrid

About The Position

Inscribe is seeking our second entrepreneurial senior customer success manager to help drive our enterprise and strategic customer success initiatives. You will be a core member of our GTM team and collaborate closely with our customers to ensure they are successful and receive maximum value from Inscribe. You will work with teams across Inscribe to coordinate support for customers and relay feedback to the sales, product, and engineering teams. You’ll be responsible for the post-sale customer lifecycle and aligning internal efforts to drive customer success. This will be a high impact role with the mandate to build a world-class customer success function from the ground up. We have ambitious goals as a company that are dependent on our customer's happiness, and in turn dependent on a strong customer success team.

Requirements

5+ years of experience in a B2B customer success or strategic account management role
Exceptional relationship building and communication skills
Obsessed over customer needs and making customers happy
Relentlessly resourceful in achieving your goals
A true team player and enjoy working with cross-functional teams
A natural leader with an ability to rally others around a mission
Experience coordinating multiple projects with both internal and external stakeholders

Nice To Haves

Experience in the fintech, banking or fraud space

Responsibilities

Help lead our post-sale engagements to ensure our customers are successful
Build close relationships with our customers to understand their needs with the goal of maximizing value
Manage the onboarding and implementation process, including the design and execution of personalized plans for key enterprise accounts
Drive adoption and engagement by acting as a trusted customer advisor and become an expert in fraud detection and automation
Proactively build pipeline, identify and close opportunities for account expansions and growth
Perform quarterly business reviews with our customers to align on performance metrics, business needs, product roadmap and feedback
Act as a voice of the customer within internal team discussions. Collaborate with the product team to address customer feedback and incorporate insights into our product roadmap
Triage lead on technical issues with the customer and be able to loop in appropriate team members based on the customer’s needs
Own key success metrics such as retention, renewals, and account growth and report on customer health through weekly deal reviews and ad-hoc customer reviews