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Customer Success Manager

San Francisco, CA · View all jobs

Mixmax’s Customer Success team seeks a Customer Success Manager to join us in our San Francisco office.  Mixmax CSMs strive to make our customer’s heroes at work. As an early team member, you’ll develop processes to scale our team, and build relationships with our most valuable accounts. You’ll have the opportunity to directly collaborate with the Product and Engineering teams to help build a product that customers need and trust.

Responsibilities

  • Customer Value: Ensure our customers leverage Mixmax to its fullest and receive immediate value from the platform
  • Customer Relationships: Build relationships with key account stakeholders and pursue opportunities for account expansion
  • Customer Advocacy: Ask questions and understand what our customers want to achieve and provide this feedback internally
  • Customer Renewals: Ownership over the renewal cycle for your active book of business including contract negotiation
  • Customer Leadership:
    • Provide tailored training presentations and create self-serve resources so customers from sales reps to the C-suite get the most out of Mixmax
    • Troubleshoot bugs, escalate issues, and unblock customers
    • Relay product feedback and feature requests to the Product and Engineering teams, providing context and a clear understanding of the customer’s objectives
  • Bring a contagious sense of enthusiasm and energy to all client interactions

 

Requirements

  • 3+ years of experience as a Customer Success Manager
  • Comfortable interacting with C-Suite stakeholders, excellent presentation skills
  • Experience with high-level troubleshooting and issue reproduction in SaaS
  • Metrics driven, comfortable using CRM tools and reports to evaluate the health of your customer base
  • A plus but not required: previous experience in driving renewal contract discussions

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