Customer Success Manager

  • CS
  • New York, United States

Customer Success Manager

Job description

We are looking for an experienced Customer Success Manager in NYC, who is interested to build long-term relationships with businesses and help our customers use software to achieve their strategic business communications.

At Happeo, Customer Success Managers are the trusted Business Communications advisors for each of our customers. They have an intimate understanding of how their businesses work and what the businesses need to grow and thrive.
 

Who we are
We’re Happeo - a team of passionate problem-solvers, working hard to build and provide the best social intranet out there. We managed to secure our Series-A funding right in the middle of a pandemic. That’s right, that’s how good our product is. It’s our dream to make work a happier place by bringing people together through a happy digital culture. Turns out a digital culture is especially desirable during pandemics. Happeo's talent is spread across locations, generations, and time zones, helping Happeo's continued growth of 280% year on year.

Our customers <3 our product! We hardly have any churn, which makes our story a compelling one. Companies have noticed – we’ve tripled our revenue in 2019, and 2020 sees an even bigger demand for our social intranet. Now we need you to find the talent that scales these results.


Who are you?

As a CSM, you will be responsible for managing around 50 customer relationships. Some of your customers will be new while others may have been using Happeo for several years. You will work with your customers on a regular basis to understand their desired outcomes and success gaps and align them with the necessary resources to achieve them. You will also handle up-sell and renewals yourself.

In working with your customers, you will find that no two of them are the same. In the morning, you could be working with the Head of Internal Comms at a software unicorn currently going through a merger. In the afternoon, you could be talking to the Head of Employee Engagement of a global Fortune 500 company about how to communicate a new strategic initiative to all employees across the globe.

Your day-to-day is a mix of proactive and reactive work. The proactive work includes 4-5 scheduled deep-dive meetings per day with customers, where you review their progress, make strategic and tactical recommendations, and keep them up to date on the latest and greatest features from Happeo. The reactive work runs the gamut from questions about invoices to “how to” questions about the software.

 

Job requirements

Essentials:

  • Extensive experience in a client-facing/account management/consulting role
  • Strong change management experience in enterprise companies
  • Business savvy with consultative, problem solving, and issue resolution skills
  • Motivated self-starter who is hungry to learn and can provide strong examples of how they have achieved results while balancing demanding expectations
  • Super organized, quick learner who works well under pressure
  • Strong negotiation skills, comfortable navigating financial conversations, and dealing with cancellations
  • It’s easy for you to build and maintain relationships, manage expectations, and identify issues that require escalation
  • Knowledge of Internal Communications or the aptitude to learn it quickly and independently are required
  • Confidence in holding an upsell and net-retention target

We dedicate ourselves to these values:

H - Happiness and our commitment to being happy at work

A - “All-for-one-and-one-for-all” - be inclusive, diverse, and trust each other

P - Passionate - signifies our commitment to excellence

P - Perseverant - never giving up on what we believe in

E - Empathetic - respect and try to understand each other's struggles

O - Olympic - always be your best and ready to win!

Besides values we truly believe in, we also offer:

  • A competitive salary.
  • A fun position without the stiffness of the corporate world.
  • We’re a small team with a big user base, the work you do will have a big impact. That means you have the chance to make your mark.
  • Tools you need for your work (duh).
  • The trust and flexibility to work how and where you choose.
  • Company outings, online health-related events, and shenanigans. We are already planning some fun team activities and workcations (anyone up for a trip to our office in Romania?) for when the situation allows for it.
  • Diverse (over 20 nationalities and counting!), creative, intelligent, entertaining, friendly, and totally modest colleagues.

Contrary to pineapple on pizza, we could be a great match. If you enjoy a healthy and inspiring work environment, motivated and hard-working colleagues, and aspire to hang out with us and drink beer (or ginger beer), then get in touch. This position will be filled as soon as the right person shakes our hand, so get your application in asap!