Customer Success Manager

4 days ago Be among the first 25 applicants

Our client is on a mission to bring magic back to software. To empower product teams to do their best work, they are building an issue tracking and project management tool that combines UI elegance with world-class performance. Founded in 2019, the tool has become the solution of choice for thousands of high-impact companies to build their products better.

Our client was set up as a fully remote company from the start. Today, the small but mighty team is distributed across North America and Europe. What unites them is relentless focus, fast execution, and a passion for software craftsmanship. They are all makers at heart and care deeply about the quality of their work.

About The Role

They’re looking for a Customer Success Manager to help manage relationships with the tool's top customers. As a part of the early team, you’ll play a pivotal role in laying the foundation and setting up best practices. You will champion customers’ needs and ensure they realize the full value of the tool across their organization. Your role will involve onboarding new customers, delivering ongoing support + enablement, and fostering strong relationships to drive customer satisfaction and retention.

What you'll do

• Develop and maintain strong relationships with key stakeholders at the tool's largest customers - act as the primary point of contact for customer inquiries, concerns, and feedback
• Become a product expert and help customers use the tool to drive business outcomes
• Drive customer onboarding and training on the tool's features and best practices; continually strive to expand the usage and adoption of the tool within accounts
• Be the voice of the customer; advocate for customer needs internally, collaborating with product, sales, and support teams to address challenges and drive enhancements in the product

Requirements

• 4+ years relevant work experience in a technical customer-facing role
• SaaS and start up experience a must; comfortable working and adapting in a fast paced and flexible environment
• Strong organizational and time management skills with the ability to handle multiple tasks and prioritize effectively
• Excellent verbal and written communication skills with the ability to articulate complex concepts clearly and effectively
• Previous experience working with product + engineering teams and/or developer tools is preferred

What is Offered

• Interesting and challenging work
• Work-life balance
• Competitive salary and equity
• Employee-friendly equity terms (early exercise, extended exercise)
• Stipend to set up your home office
• Paid lunch and coffee during workdays
• Work remotely, no commuting to the office
• Paid co-working space/desk at an office
• Health, dental, and vision insurance (US)
• Regular team events and offsites
• 5 weeks of paid vacation
• 4 months of paid parental leave

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

• Seniority level
  
  Mid-Senior level

• Employment type
  
  Full-time

• Job function
  
  Customer Service, Management, and General Business
• Industries Computer and Network Security and Technology, Information and Media

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