Customer Success Manager

Description

Vitally is looking for a Customer Success Manager to join our Customer Success team. As a CSM, you'll use your analytical, process and communication skills (alongside our own product, of course 😉) to guide our customers growth in Vitally, from early adoption to optimizing their build to wild success. From helping new customers bring their teams on successfully to guiding long-time customers to expand usage and adopt new features, you'll get a variety of experiences in all things post-sales here.

Requirements

• Excellent interpersonal skills with the ability to communicate efficiently and form strong relationships with customer stakeholders at all seniority levels, and expand connections.
• Ability to juggle multiple complex projects, and consistently deliver high quality work internally at Vitally, and externally for their customers.
• Understands Customer Success metrics and KPIs and well versed in principles of CS
• Proactively creates insights from customer’s data, and coaches customers to make sense of their own data.
• Sees potential issues and barriers to success months before they become issues, and is able to put together a plan to proactively solve with minimal escalations.
• Collaborate with CS teams on tasks and projects and log customer feedback.
• Consistently meets or exceeds KPIs that relate to overall business goals and if off track, proactively comes with a plan to get back on track.
• Proactively seeks out expansion opportunities
• Embodies Vitally’s Core Values: Empathy First, Question Convention, Be better than yesterday, Bias for Action, and Share Your Successes and Failures
• Experience using Customer Success Platforms [Bonus: if you’re a Vitally user]
• Passion for helping customers and a commitment to providing exceptional customer service.
• Ability to lead with a solution-oriented mindset.
• Encourages scaleable interactions with customers including joining Office Hours and live Training sessions

Responsibilities

• Manage a book of business of 75-100 customers ranging in ARR between $20-$50K and partner with customers to advise on how to continue integrating Vitally with their CS workflows
• Create mutual success plan with customers to ensure continued achievement
• Identify initiatives/specific goals Vitally can help customers achieve and share best practices in alignment with customer goals
• Surface risks early and project manage risk from beginning to end
• Lead quarterly strategic account planning session with your leaders
• Identify customers for feature betas and help support them with those use cases
• Communicate and collaborate with cross-functional departments when necessary. i.e. Surface feature enhancement requests to the Product team

About Vitally:

Vitally is a Customer Success platform built for strategic and proactive CS teams looking to easily prevent churn and retain (and identify) their best customers. Some of the best CS teams at companies like Mixpanel, Segment, and Productboard trust Vitally to unify their customer data. We make it possible with our powerful analytics dashboards, intuitive automations, and project management tools that all together make their customer data collaborative, measurable, and actionable for all key stakeholders-- from CSMs to CEOs.

We’re a high-growth, VC-backed startup who, at the end of the day, are looking to onboard people who want to have a profound impact on both the business and their own career. How? Working together to build the future of Customer Success.

If you get excited about ownership, autonomy, impact, and quality output -- then we’re excited about you. We’re not here to hold your hand, but we’re here to build a great product together.

Benefits & Culture:

• Salary: We offer a competitive salary for your experience as well as location.
  • The comp band for this role is $110,000-$140,000 USD - depending on the skill and seniority of the candidate.
• Equity: We want every team member invested in the company’s success and are happy to be generous with equity.
• Benefits:
  • 100% of health/dental/vision insurance premiums covered by us.
  • 401k through Empower.
  • Unlimited PTO with a minimum we require you to take off. Please relax and recharge!
  • Flexible work hours and work-from-home policy.
  • Yearly education stipend.
• Culture: We are committed to a productive and respectful work environment. Culturally, the team is extremely friendly, fun, hard-working, intelligent, and mature. That said, while we're young and scrappy as a team, we don't believe in building a startup cult. We like each other, we support each other, we're a focused team that busts our asses at work, and we enjoy hanging out from time to time-- but we enjoy having our own lives outside of Vitally.