Job DescriptionWe are looking for a seasoned Customer Success Manager who is driven, eager, and experienced in building and growing customer relationships. As one of the earliest customer-facing hires at Plantiful, you will play a significant role in growing the company's sales & CS culture, which we intend to make a fantastic place to work!
Your day-to-day tasks will include:
- Demonstrating expert level knowledge in delivering Plantiful solutions and best practices.
- Onboarding & Adoption: Guide customers through seamless implementation and maximize product value to them.
- Customer Engagement: You regularly meet with existing customers to promote product option, increase customer loyalty, identify expansion opportunities, strengthen relationships, and monitor usage
- Support & Issue Resolution: You address questions and resolve customer issues in a timely manner, collaborating with product & engineering to troubleshoot and resolve issues. Proactively address customer issues via support guides
- Cross-Functional Collaboration & Customer Advocacy: You act as a liaison between customers and internal teams, ensuring customer feedback is integrated into product development and prioritized appropriately.
Location: NYC Greater Area; Hybrid; In office Monday - Wednesday. It may also require occasional travel to industry events.
This role is for you if you love horticulture, helping small businesses, collaborating with a strong team, and are looking for a great opportunity for personal & professional growth!
What We're Looking ForRequirements- 2+ years of experience in a CSM or Account Management role - preferably in a SaaS environment
- Experience building collaborative relationships with customers and colleagues. You enjoy being part of the customer journey and partnering with your teammates on challenging problems
- Ability to thrive with autonomy and ownership. As a CSM, we'll expect you to own the customer relationships and drive upsell opportunities and retention
- Ability to prioritize while managing multiple projects and initiatives in a fast-paced, changing environment
- You have experience in managing issues through the end-to-end support lifecycle from initial customer inquiry to triage and reproducing the issue, writing effective bug reports for the development team and inquiry resolution
- Collaborative team player comfortable working with the product, sales, and engineering teams
- You have excellent communication, presentation, organizational, and interpersonal skills
It's a Plus If You Have Experience with- Serving SMB businesses
- Serving industries undergoing generational change
- Passion for plants and making a greener world
Compensation- $80K - $95K base salary
- Variable compensation component
- Equity Component
Benefits- Rapid promotion as we continue to grow and hire
- 401(k) matching
- Medical, Dental, and Vision coverage
- Unlimited PTO with a 2-week advised minimum
- Fun company offsites!
- Access to pre-tax commuter benefits
- Covered short-term disability insurance
- Access to long-term disability insurance
- Great start-up culture
