Customer Success Manager US

  • CS
  • New York, United States

Customer Success Manager US

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.


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/customer success/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:

  • Competitive salary
  • Healthcare, including dental and vision (100% coverage for employee, 20% for one dependant; spouse or child)
  • 15 days annual leave
  • Phone subscription
  • Relocation package if needed

    We will be closing the role as soon as we find the right candidate. If you feel we can be a great fit for each other, apply to our role and we’ll be more than happy to review your profile :)


Come as you are!
At Happeo, we are committed to creating a diverse team that feels that they are valued at work. If you’re looking at our photos and don’t see your race, age, gender identity, sexual orientation, mental or physical ability, ethnicity, or perspective represented, please apply and help us make our company even better – we need you. Each person who has taken a different path than us to get here makes us stronger. So join us and help us create happier people, one workplace at a time.