Customer Success Manager

SparkPlug

• $70K — $100K *
San Francisco, CA 94112In-Person
Consumer Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 2-5 years in SaaS customer success
  • Strong written and verbal communication skills
  • Attention to detail and resilience in achieving goals
  • Creative problem solver with flexibility
  • Tech-savvy with collaboration tool proficiency
  • Understanding of sales strategies and pipelines
  • Experience with Hubspot and/or retail customer bases is a plus

Responsibilities

  • Drive software and service adoption
  • Manage customer onboarding processes
  • Support sales in driving referrals
  • Review and enhance customer journey
  • Provide insights to the product team
  • Maintain customer health and introduce new features
  • Educate client teams on product value
  • Collaborate across functions to share information
  • Achieve and exceed onboarding goals
  • Upsell to existing accounts

Benefits

  • Entirely remote role with team retreats
  • Significant equity package with potential for high return
  • Unlimited PTO policy
  • Competitive health benefits and wellness incentives
  • Innovative and fun team environment
Full Job Description
TL;DR:
  • Ground-floor customer success role at venture-backed startup (Lightbank, TenOneTen Ventures, Jason Calacanis)
  • The position is entirely remote with regular all-expenses-paid team retreats
  • Significant equity package, huge upside as we revolutionize a $20 trillion (yes, with a t) global industry
  • Salary range from $70k - $100k, unlimited PTO, competitive health benefits, wellness incentives
  • Epic team of A+ players, executing and having a ton of fun doing it. We'd love to have you join us!
About You
  • You are a highly motivated, customer-facing professional ready to own a crucial SaaS vertical
  • You have the dedication and entrepreneurial spirit to help grow a rocketship startup to unicorn status
  • You are a personable team player with outstanding verbal and written communication skills
  • You can adapt quickly as sales strategies, platform features, and customer priorities change
  • You can give and receive feedback and productively collaborate with team members
  • You can work remotely and manage your own time effectively
  • You believe in our mission to help brick and mortar employees and businesses thrive
About the PositionResponsibilities:
  • Driving expansion and adoption of our software and services
  • Managing the onboarding process for each new customer
  • Assisting the sales team in driving and managing referrals
  • Reviewing the customer journey, identifying how it's supported, taking a consultative approach in helping clients to overcome issues and achieve goals
  • Providing critical insights to the product team as a means to improve our developing platform
  • Maintaining customer health and introducing new, valuable features as they become relevant on the customer journey
  • Educating champions and their teams on the value of our product, and helping uncover use cases before they become emergencies
  • Working cross-functionally with product, sales, and support team members to foster a strong sense of community and information sharing
  • Achieve and exceed quarterly onboarding goals
  • Upselling existing accounts to more premium tiers

Requirements
Must-Have
  • Minimum of 2-5 years of professional experience in SaaS customer success
  • Excellent written and oral communication skills and equally excellent attention to detail
  • Tenacity and the willingness to pursue hard goals despite obstacles
  • Flexibility and creativity to circumvent obstacles as they emerge
  • Tech-savvy and proficient in standard communication, collaboration, and task management tools
  • Understanding of the fundamentals of sales strategy, relationship building, and pipeline processes
Nice to Have
  • Experience using the Hubspot Sales and/or Marketing suites
  • Experience selling software to retail or restaurant customer bases
  • Experience working as a frontline employee in retail, restaurant, or service industry roles
  • Experience working in early-stage, high growth company environments
* Ladders Estimates

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