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Customer Success Manager, United States

Location: USA

Join world-class specialists building an unmatched product for the modern cloud ecosystem.

We are building the next generation of cloud file storage for remote collaboration. After re-imagining what it means for today’s modern, cloud-based workflows, we applied it to the media and entertainment industry, and are now disrupting and transforming this $25B market. Our technology allows teams to leverage the benefits of cloud storage as easily as using a local drive, while addressing performance and security concerns usually associated with it. With a focus on simplicity, security, and performance, we've reached a new milestone in our journey, and we're looking to expand our team with more talented members.

  • Cloud technology startup - Headquartered in the US with R&D based in Sofia, Bulgaria
  • Product Innovation - Cloud NAS, built as SaaS, cloud-native file system
  • Team - A dream team of 35+ dedicated individuals
  • Mission - To make data universally, securely, and seamlessly accessible to everyone, everywhere

The company experienced over 14X growth in ARR in 2020 and raised our series A round of financing to fuel this growth.

 

Job Description

We’re specifically looking for a Customer Success Manager who will roll up their sleeves and lead a team from inside the trenches. This person will initially be a player coach, as they build out a global customer success program and team from the ground up. As a key member of our leadership team, you will help craft the company’s customer success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. You will ensure that the “Voice of the Customer” drives our strategy, programs, systems, processes, and culture.

Your skills and qualifications:

  • 3-5 years of experience in customer success roles and responsibilities in Cloud or SaaS companies
  • Experience with installed base marketing, up-grade, and cross-sell campaigns and programs
  • Experience with renewal programs and best practices to reduce churn
  • Ability to manage many active customers via outstanding time management and organizational skills
  • Maintain existing customer success metrics and data as directed
  • A strong communicator and a great listener, enabling you to understand the customer’s primary points of pain
  • The ability to understand how our solution addresses the customer’s pain, articulate this to the customer, and get them excited about the product
  • Listen and probe for new product ideas, new use cases, and new ways for our clients to extract value from our products and services
  • Data driven, analytical and creative thinker who can identify the best use cases for our customers across industries
  • Strong verbal and written communication, strategic planning, and project management skills
  • Analytical and process-oriented mindset
  • Comfortable working across multiple departments in a deadline-driven environment
  • Active team player, self-starter, and multitasker who can quickly adjust priorities
  • Knowledge of CRM and project management tools

Please Note: This job description is not intended to be a complete list of all responsibilities, duties or skills and due to the changing nature of the job is subject to review and change at any time. Remember, this is a startup!

Your responsibilities:

  • Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
  • Establish a trusted and strategic advisor relationship to help drive continued value of our products and services
  • Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
  • Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
  • Maintain existing customer success metrics and data as directed
  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
  • Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
  • Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time
  • Collaborate, problem solve, and/or strategize upcoming client meetings with team members
  • Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends in Customer Satisfaction and Net Promoter Scores to identify areas of improvement
  • Work with the sales and marketing team to gather customer references and develop case studies
Our team

Meet our team

The ideal team member possesses the following personal traits:

  • Shares our core values
  • Contributes as a team player
  • Provides a smart analytical mindset
  • Is result-oriented and self-motivated
  • Embraces a positive, can-do attitude
  • Thrives in a fast-paced, dynamic environment
  • Desires to constantly learn while helping others do the same

Great work deserves great benefits

  • Stock option
    Stock option plan Our success will also be your success through our attractive stock option plan.
  • Money
    Excellent compensation We offer an competitive remuneration package to address your needs.
  • Vacation
    Flexible vacation Vacation days are based on your needs to refresh, recharge so you can maintain a healthy work-life balance.
  • Time
    Flexible working hours & location You know best how to reach your “performance” zone.
  • Health
    Healthcare We offer comprehensive healthcare and dental insurance for you and your family.
  • 401K Contributions
    401K Contributions We help you save for your future with 401K contributions.

SaaS offering, no hardware or IT support required

End-to-end security encryption

Works with any object storage

Instant on-demand file access from anywhere