Scaled Customer Success Manager

May 9

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Level & Co.

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Level & Co. is a secondary market gallery that specializes in Post-War and Contemporary art from abstract expressionism to neo-expressionism to 21st century masters$1. .$1

2 - 10

Description

• Own a portfolio of Enterprise customers and proactively manage customer engagement (high, low, and digital touch) to deliver value and achieve strong customer health. • Plan and execute customer onboarding, training, and setup for new customers, including in-person and virtual training. • Develop repeatable and scalable capabilities that will enable customers to self-serve the information they need during product onboarding, for ongoing education and awareness of new features, and resolution of issues. • Host and facilitate 1:many training sessions and workshops to ensure customers have a comprehensive understanding of our product. • Develop, test, and iterate on scaled playbooks, at-scale outreach campaigns, and engagement strategies. • Proactively manage customer health across your entire portfolio, quickly addressing problems that could impact the value for the customer, thereby ensuring customer success and high renewal rates. • Contribute to product and marketing strategy by encouraging customer testimonials and seeking customer insights and examples of the platform’s value in action. • Evaluate, design, and implement customer portfolio communication and engagement plans to drive product awareness and usage, using high, low, and digital touch methods. • Collect, document, and report customer feedback and pain points to help inform the product roadmap. Includes analyzing customer needs and writing user stories. • Represent the voice of the customer internally, providing an informed point of view regarding customer needs and pain points, and prioritizing themes across the entire portfolio to influence the product roadmap. • Influence others and work collaboratively across Product, Engineering, Marketing, Sales, and Support to drive resolution to complex and ambiguous customer impacting problems. • Contribute to Level’s growth by building and managing programs that engage with customers at scale and lead to outstanding customer health and success.

Requirements

• 5+ years of professional experience, with 2+ years in a Customer Success role for a SaaS product or other technology product, ideally with a B2B or B2B2C focus • Experience managing a large volume of accounts • Experience implementing a 1:many, high-touch Customer Success program • Experience in Customer Success and working knowledge of common CS tools and concepts preferred (e.g. Salesforce, Gainsight, ChurnZero, Catalyst, GRR, NRR, adoption, churn, NPS, customer health, etc.) • Able to maintain a professional remote work setting, such as a home office • Can travel for business purposes up to 10-15% over the course of the year

Benefits

• 11 paid holidays • Generous Accrued Time Off increasing with years of service • Generous paid sick time • Annual day of service