Senior Customer Success Manager
United States
Customer Success – Solution /
Full-time /
Remote
About us
Mavenoid is the Intelligent Support Platform for products and devices. Our purpose-built technology delivers best-in-class customer support with intelligent troubleshooting and personalized remote support. Our product manufacturers and sellers provide genius-level customer support and realize brilliant cost savings.
Having raised our Series B, we’re in an exciting phase of growth but are still small enough for each new person to have a big impact on the company as a whole. We were founded in Stockholm, Sweden, but now operate globally as a remote-first company, with team members located across Sweden, the United Kingdom, The United States, and more.
The role
Reporting to the Head of Customer Success, the Senior Customer Success Manager is a pivotal individual contributor, responsible for enhancing Mavenoid's presales interactions, customer relationship management, satisfaction, expansion, and retention. This role is vital for driving growth, retention, and satisfaction within our largest customer accounts. You will work closely with Sales, Product, and Operations teams to ensure the success of our Enterprise customers, identify growth opportunities, and advocate for customer needs within the company.
The ideal candidate is a strategic thinker with excellent communication skills and a proven track record in managing and expanding relationships with Enterprise customers in the technology sector. Additionally, this role may involve mentoring other members of the Customer Success team.
Responsibilities
- Customer Relationship Management: Cultivate and maintain strong relationships with 15-25 of our most strategic North American enterprise customers, including C-level executives.
- Retention and Growth Strategies: Create and implement strategies to boost customer retention and minimize churn. Identify upsell and cross-sell opportunities by understanding customer needs and aligning them with Mavenoid’s product offerings.
- Customer Onboarding and Adoption: Manage the customer onboarding process to ensure a seamless transition from Sales to Customer Success. Develop strategies that drive product adoption and usage.
- Customer Advocacy: Represent the customer’s voice within the company, ensuring that feedback is heard and acted upon to enhance product offerings and customer experience.
- Cross-functional Collaboration: Work with Sales, Product Management, and Engineering teams to ensure alignment between customer needs and product development. Partner with the Mavenoid marketing team to create content for customer success initiatives, driving growth and expanding the company’s footprint.
- Continuous Improvement: Identify opportunities to enhance the customer experience and customer success processes, fostering continuous improvement and innovation.
- Strategic Consultation: Organize and lead Business Reviews to facilitate meaningful, strategic discussions with key customer executives and decision-makers, understanding their goals and priorities to determine how Mavenoid can best support them.
- Product Expertise: Master Mavenoid systems, including the Mavenoid Platform, CS CRM, and other internal tools.
Requirements
- 5+ years of experience in customer success, sales, and/or account management;
- 3+ years of enterprise customer management experience
- Strong understanding of customer success metrics and the ability to link them to business outcomes.
- Excellent problem-solving, organizational, analytical skills, curiosity, and out-of-the-box thinking
- Proven experience interacting with customers on a variety of topics, including business and product strategy, technical guidance, and long-term product roadmap
- Excellent interpersonal and communication skills, with the ability to build relationships and influence both customers and internal stakeholders.
- Analytical mind who can convert metrics into action item
- Bonus: Experience in AI/ML technologies in the CX space or working at a fast-growing technology/SaaS company
- Bachelor's Degree - preferred but not required
Our Core Values
Win as a Team - Teams are not just extensions of leaders, but are instead a composite of individuals, each with their own strengths. We need to work together in order to scale. And, it’s more fun this way!
Teach & Be Taught - As a company, we believe that there is always a way to improve how you work, and therefore it is important to be consistently open to learning. Also, in a fast-growing company, roles & contexts shift, and it is important to be able to adjust. Teaching others is the flip side of that – it's a great way to build deeper understanding of the topics you teach, and also an important tool to scale the organization as you step into new roles and responsibilities.
Cut out the B.S. - Get to the bottom of the issue and surface the information needed to make good decisions.
Pick up the Pace - As a startup, our structural advantage is speed, but only if we act with urgency. Don’t leave for tomorrow what you can do today.
Eyes on the Ball - Don’t get distracted from what is most important, right now. In a startup, there are a million different things that you can do in any situation, and it’s necessary to have a consistent focus over time on the things that have the highest impact.
