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About You You're a proactive self-starter with 3+ years of experience in Customer Success, ideally at a fast-growing SaaS startup where you’ve worn many hats. You’ve managed complex accounts, driven renewals, and identified cross-sell opportunities—always with a strong focus on customer outcomes and long-term partnerships. You’re skilled at navigating multiple stakeholders, mitigating risk before it escalates, and staying calm under pressure. You have the ability to learn and support multiple products, and you know how to translate technical concepts into practical, customer-friendly language. You thrive in dynamic environments, love building and refining processes, and bring a collaborative spirit to every cross-functional conversation. If you're passionate about helping customers succeed and excited to grow with a company that's scaling fast, we’d love to meet you. Key Responsibilities and Impact Areas: Customer Relationships: You’re a trusted advisor, working hand-in-hand with customers to ensure they’re not just using the product but thriving with it. Success Metrics: You’ll report and manage key metrics like churn reduction, expansion, and customer satisfaction, ensuring we hit our growth and retention goals. Strategic Partnership: Every customer is different. You’ll craft tailored strategies, helping them navigate their unique workflows, dynamics, and sometimes even political environments. Training & Support: While onboarding is handled by another team, you’ll be there during the critical adoption phase and provide ongoing training when needed, occasionally on-site. Stakeholder Mapping: You’ll identify key decision-makers and ensure each receives the right type of support, driving deeper engagement and retention. Renewals & Expansion: Comfortable with contracts? Great! You’ll manage renewals, negotiate expansions, and hit annual targets tied to retention and growth. **Travel**: Customer visits plus conferences attendance based on territory needs. Often ranges between two to five visits a quarter. Why You'll Thrive Here Communication is Key: We’re mostly remote, so clear, strategic communication is essential. You’ll need strong written and verbal skills to make sure everyone’s on the same page. Tools We Use: You’ll hit the ground running with ChurnZero, Close.io, Hex, Jira, Google Suite, Slack, and Zoom. Stay Organized: Prioritization is crucial. With multiple customers and requests coming in, your organizational skills will help you stay ahead and deliver exceptional service. Career Growth: This isn’t just another CSM role. With our fast growth, you’ll have the opportunity to expand into adjacent roles, take on larger accounts, or even step into leadership as our team scales. Your Impact You’ll drive customer success by helping our clients adopt, mature, and become advocates of our products. Your ability to build relationships, understand their needs, and deliver tailored solutions will make a direct impact on their business and ours. If you’re passionate about making a difference and want to be part of a company that values your ideas, creativity, and drive, we’d love to meet you. Our culture EQ > IQ: We value great minds and the ability to communicate with empathy Customer Comes First: We work closely with our clients to understand their needs and how they use our products Start-to-Finish Ownership: We take responsibility for anything we can influence Actively Practice Inclusion: Creating a diverse and inclusive team is as important to us as building a good product Fast-Paced Environment: The “growth mindset” is key to our success. If it won’t break anything, go for it!