Customer Success Manager

2 days ago

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🔮 Pocus

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💰 Seed Round on 2022-06

Description

• Operate as a business-impact obsessed consultant to our enterprise customers and the accountable owner for their success with Pocus • Develop and execute strategic action plans for each account to ensure customers’ success throughout the customer journey • Own the relationship with a cross-functional team of our customers’ senior leaders across Sales, RevOps, and Data, and be a trusted advisor on their strategic priorities as it relates to Pocus • Map customer’s business priorities to solutions in Pocus. Be prescriptive and highly consultative in with customers on how we will drive their success. • Audit the business impact of the customer’s Pocus program and run business review workshops, offering insightful GTM advice for driving increased revenue impact across the customer’s GTM organization • Proactively identify customers who aren’t maximizing their usage, subsequently creating and executing improvement plans • Build & communicate a quantified value story. Analyze success data and develop an impactful value narrative for the customer executive team • Drive adoption directly and indirectly by managing the customer to effective change • Owns the project management of activities (ours and the customer’s) and actions to drive adoption • Develop SME programs to create power users and influencers ready to champion and enable others in the business • Prescribe incentive programs and reinforcement mechanisms to drive adoption and make sure Pocus is embedded in core GTM processes • Ensure the customer has the right training and enablement assets available to their reps • Identify potential power users, low adopters and bubble up to program leadership for action • Educate users with product enablement & training • Own customer renewal and expansion: • Work closely with business stakeholders and executive leadership to craft a value narrative to maintain and expand our footprint with the customer’s business • Completely own the renewal process, while working closely with our sales team to identify strategic areas of expansion • Build customer success and be the voice of the customer: • Translate learnings from past experiences and time at Pocus to iterate and improve on all parts of CS at Pocus, including customer journey, rituals, and processes • Collaborate and provide input on high-priority strategic initiatives that enable better support of our customers, including customer marketing, new product launches, customer service levels, and more • Constantly capture and synthesize product feedback from our customers to provide datapoints to our Head of Product on product roadmap

Requirements

• 5+ years of Account Management or Customer Success experience in a Enterprise B2B SaaS role, managing customer relationships with 6-figure contracts at global enterprise organizations of 1,000-10,000 people • Experience partnering with a cross-functional set of senior (Director+) stakeholders in enterprise organizations: influencing indirectly through champions, org mapping, and multi-threading complex organizational matrices to ensure successful product deployments and renewals • Experience working with and effectively collaborating with technical and non-technical stakeholders in go-to-market, data, and operations • Strong business acumen - you think business outcomes first, and can connect product adoption to business value • Experience managing complex programs and initiatives, spanning hundreds of users, and many teams to quantifiable success • You know how to communicate effectively to drive impact, across all forms (docs, emails, Slack messages, Powerpoint presentations) and at all levels (from AE to CRO). • You’re a top performer, and can prove it. You have a track record of success with your customers • Nice to have: • Deep understanding of typical SaaS go-to-market motions and Sales strategies • Experience in a Sales org as BDR/SDR, AE or AM • Familiarity supporting GTM teams in previous roles • Familiarity with or excitement around learning product-led-sales • Passion for data products and especially the potential for products to unlock new capabilities by empowering non-technical users with data

Benefits

• Best in class medical, dental, and vision plans through our PEO • A monthly wellness stipend to help support you in your health goals • 401K through Guideline to help you invest in your future • Access to mentorship programs through First Round Capital for personal growth and development • 10 company holidays and discretionary vacation with a baseline requirement of 2 weeks / year. We work hard but don’t want you to burn out! • Work from home stipend to help you succeed in a remote environment