Description
We are looking for a Customer Success Manager with experience in B2B SaaS and a growth mindset. We are a fully distributed team with a Product-Led Growth mindset, have been around for ~10 years, and are looking for a teammate interested in growing Sematext by helping our customers, growing professionally, and growing as a person.
Responsibilities
- Own the onboarding process for new customers
- Listen for and sincerely focus on understanding customer needs and pain points
- Work with engineering to onboard, train, and proactively drive adoption
- Build trust and form advisory relationships with customers by being their internal advocate
- Achieve loyalty and advocacy within the customer organization
- Collect customer feedback, observe patterns, and feed this insight internally
- Collaborate with Sematext engineering, product, support, and marketing
- Help users and customers learn about new features through periodic Product Updates Webinars
- Monitor and analyze usage trends to uncover churn risks and identify cross-sell, up-sell, but also cost-reduction opportunities
Mindset and Requirements
- Self-starter, focused, organized, and eager to learn
- Excellent spoken and written communication skills
- Understand that being a trusted advisor, increasing CLTV, and reducing churn beat quick short-term sales
- Customer-centric mentality with 1+ year in Customer Success or Account Management role
- Experience in B2B tech space
- Fun and relaxed personality
Bonus
- Experience with Hubspot or similar CRM
- SaaS/Cloud experience
- Tech experience
- Sales experience
- Consulting / professional service experience
Location
This position is remote and is open to candidates worldwide.
