Customer Success Manager — B2B SaaS
Valdera
Customer Service, Sales & Business Development
New York, NY, USA · Remote
Posted on Nov 22, 2024
ABOUT THE CUSTOMER SUCCESS MANAGER POSITION:
As a Customer Success Manager at Valdera, you will be instrumental in supporting our quickly growing global customer base! The Valdera Customer Success team is committed to helping customers adopt our platform and help streamline their procurement workflows. You’ll play a vital role in the customer journey as the customer’s main advocate and advisor, influencing account admins, end users and decision makers.
This role is a perfect opportunity for an experienced Customer Success Manager who is interested in being a part of a global fast-paced technology company that is disrupting the supply chain industry. In this role, you will be a part of our Customer Success team that is responsible for driving product adoption, satisfaction, and retention. This role reports to the Sr Customer Success Manager, and works closely with sales, sourcing operations, and our engineering team.
JOB DETAILS:
The Customer Success Manager is responsible for building strong relationships with our growing global customer base and driving product value for our customers. This includes deeply understanding customer needs, requirements, and business goals across a wide range of industries.
WHO YOU ARE:
You are passionate and proactive about Customer Success and have a strong background in understanding the unique needs and environment of a startup. You are committed to driving engagement, growth, satisfaction, and adoption by providing ongoing curated support to our growing global customer base. You are skilled in identifying opportunities for product optimization and user workflows, and communicate those needs clearly to internal stakeholders to drive product growth.
** Candidates must be eligible to work in the United States, and also live in the United States. We are unable to provide sponsorship at this time.
WHAT YOU'LL NEED:
- 3+ years of relevant work experience in B2B SaaS Customer Success
- Track record owning relationships with senior stakeholders
- Experience using a mixture of low-touch and high-touch tactics
- Clear and thoughtful communicator with excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users
OBJECTIVES & RESPONSIBILITIES:
- Develop a trusted-advisor relationship with key accounts, customer stakeholders and executive sponsors
- Drive Valdera product adoption and support customers on new product releases
- Actively monitor customer health and engagement, identifying at-risk accounts and proactively implementing strategies to mitigate churn
- Evaluate opportunities to increase customer satisfaction, expansion, and retention
- Execute on all phases of the customer journey, including onboarding, change management, business performance reviews, roadmap advisory, and renewal touchpoints
- Work cross-functionally with Product and Sales to ensure customers have the full power of Valdera behind them
- Ensure long term client satisfaction and referenceability
- Be the voice of the customer to the product and go-to-market team
- Assist with hiring and training of new CSMs
What's in it for you:
Valdera is a young, fast-paced, high-growth start-up. As we continue building out the world’s best procurement sourcing platform, we need more driven company builders, who are excited to innovate on an antiquated process. You will have the opportunity to contribute in significant ways to our mission, to grow with the company, and make an outsized impact! There’s lots of opportunities for career growth, and to enjoy a people-first company culture that allows you to bring your best self to work every day.
The typical salary range for this role is between $90-130k annually with a semi-monthly payroll cadence. Salary ranges are based on various factors including the labor market, job type, job level, internal equity, and budget. The exact offer will be determined by a variety of factors such as the candidate’s individual skills, qualifications, location and experience relative to the requirements of the role.
We are committed to investing in each team member as an individual, and in each team as a whole. Here are just some of the ways we support our team members:
- Career growth opportunities
- Competitive total compensation
- Pre-IPO Equity (Stock Options) with a 4-year vest and a 1-year cliff
- 100% employer paid premiums for Medical, Dental and Vision coverage for employees
- 50% employer paid premiums on Medical insurance for Dependents
- $100 monthly Wellness Bonus for gym memberships, athletic equipment, massages, etc.
- Voluntary Short & Long-term Disability & Supplemental Life Insurance
- 401(k) with Traditional & ROTH investment options
- Generous Flexible PTO, Sick Leave, Parental Leave policies, & 11 company-paid holidays
- Free One Medical account for on-demand, virtual primary care appointments for employees who live in a covered area (medical insurance still applies)
- Free 3rd party Health Advocate
- Remote working opportunities
- Annual company trips in fun places with other potential opportunities to spend time in person together throughout the year
If you’re interested in this opportunity but don’t meet all of the qualifications listed above, we encourage you to apply. Feel free to attach a cover letter to highlight any relevant experience you have that might not stand out on your resume.
Valdera is an equal-opportunity employer and we welcome applicants of all backgrounds. We celebrate our diverse culture and are committed to building a team that represents a variety of backgrounds, perspectives, skills and experience. We do not tolerate discrimination of any kind and believe that the more inclusive we are, the better our work will be.
All employment decisions including the decision to hire, promote, discipline, or discharge, will be based on merit, qualifications and the needs of our business.