Customer Success Manager

SparkPlug

• $70K — $100K *
US-AnywhereRemote in San Francisco, CA
Enterprise Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Minimum of 2-5 years in SaaS customer success roles
  • Outstanding verbal and written communication skills
  • Proven ability to pursue challenging goals with tenacity
  • Flexibility to adapt quickly and solve problems creatively
  • Tech-savvy with proficiency in communication and collaboration tools
  • Familiarity with sales strategies and relationship management

Responsibilities

  • Drive expansion and adoption of software and services
  • Manage the onboarding process for new customers
  • Assist sales team in fostering and managing referrals
  • Consult with clients to enhance customer journeys and overcome challenges
  • Provide product insights to improve platform development
  • Maintain customer satisfaction and introduce new features
  • Educate end-users and anticipate their needs before they escalate issues
  • Collaborate cross-functionally to share information and build community
  • Meet and exceed quarterly onboarding targets
  • Upsell existing customers to higher-tier subscription plans

Benefits

  • Fully remote position with all-expenses-paid team retreats
  • Significant equity package with potential for high returns
  • Unlimited PTO policy for better work-life balance
  • Comprehensive health benefits including wellness incentives
  • Work alongside a team of top-tier professionals in a fun 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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