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Customer Success Manager
Full Time · San Francisco · 70K - 100K USD

About launched 1 product on Product Hunt

Job description

We are looking to expand our Customer Success team with an energetic Customer Success professional based in our San Francisco office. This position is a key part of our Customer Success/Support infrastructure and will serve as a leader in our strategic customer development efforts. THE ROLE At a high-level, Customer Success Managers (CSMs) at Kissmetrics are responsible for managing the success of a dedicated group of customers from initial sale through activation and beyond. More specifically, this includes: Onboarding users from new accounts - through implementation to the point of initial value Providing custom training to new users on existing accounts Providing strategic advice for - not only how to use the product - but how to get long-term business value out of Kissmetrics Scoring accounts based on an in-house scoring system to help prioritize ongoing success efforts Helping to build systems for delivering the best experiences possible at scale Working closely with our technical support team to ensure accounts are getting the proper technical support Support the documentation team with the development of our support docs Building and hosting customer webinars for onboarding and continuing education WHAT WE’RE LOOKING FOR At Kissmetrics, we take Customer Success very seriously. We know that, as a SaaS business, the lifetime value of our customers is far more important than the initial sale. We practice a proactive approach to Customer Success and are looking for someone who shares that approach. More specifically, we are looking for someone who: Has at least 2 years experience working at a B2B SaaS company. Has a basic+ understanding of web and product analytics. Has a true understanding of B2B Saas customers. Someone who can think beyond product usage and help customers get to where they really want to go. Is not afraid of work. Is not interested in doing what he/she is told, but instead looks for ways to go beyond what anyone might even think to ask. Is a pleasure to work with - not because he/she is polite...or fun at company outings - but because she pushes us all to get better on a daily basis. Is comfortable holding a customer accountable for doing the things they need to do in order to be successful with Kissmetrics. Is not afraid of communicating - both externally and internally. In fact, he/she should consider this one of his/her top strengths.
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