Vertebrae’s 3D amp; AR (augmented reality) platform enables brands and retailers to create, deploy, and measure 3D amp; AR commerce experiences that empower their shoppers to make informed buying decisions. We are seeking a highly motivated, results-driven Customer Success Manager to help our customers realize maximum value from their Vertebrae investment. This is an opportunity to join a quick-growing SaaS company and work with exciting and ever-evolving technologies.
The Role:
Customer Success Managers are an integral part of our customers’ long-term success. Ultimately responsible for customers’ derivation of value from Vertebrae’s 3D amp; AR solutions, you’ll be a trusted advisor and strategic consultant for our customers. You will align Vertebrae’s solutions with customers’ business goals and objectives to achieve value-based outcomes throughout the customer lifecycle, with a heavy focus on customer ROI. This role requires a mix of business, analytical, and technical acumen.
Primary Responsibilities:
- Understand customers’ business objectives, KPIs, and success metrics to effectively develop success plans that drive engagement, product adoption, retention, and growth
- Build and foster unbreakable customer relationships and serve as an extension of the customer’s team
- Uncover and initiate opportunities for expansion and growth by anticipating customer needs
- Using data to guide your story and strategy, develop and lead presentations to customers (including, but not limited to, business reviews and ROI/performance reports)
- Monitor customer health, identify and mitigate risk, and minimize friction for customers
- Partner closely with the Project Management team to ensure all customer projects, big and small, are aligned with the customer’s goals and executed seamlessly
- Serve as a customer advocate internally while effectively collaborating with cross-functional teams including product management, sales, engineering, and marketing
- Foster collaboration within the CS team, contribute to the development of processes and best practices, and identify opportunities to develop critical skills
Requirements
- Bachelor's degree (B.S. or B.A.) from an accredited college or university
- 5+ years’ enterprise customer-facing experience in a Customer Success, Technical Account Management, or Consultant role in the SaaS industry
- Proven track record of achieving high customer renewal, retention, and upsell
- A customer-first mentality and an aptitude for building deep customer relationships at all levels
- Strong analytical skills with the ability to think creatively
- Excellent communication and presentation skills
- Proactive, data-driven, and detail-oriented with the ability to thrive in a fast-paced, startup environment
- Enterprise eCommerce and startup experience is strongly preferred
Nice to Haves:
- Experience in 3D amp; AR, program management, and/or customer insights
- A basic understanding of modern web development and design practices
Benefits
- 100% covered Health Insurance
- Unlimited Vacation (discretionary)
- Snacks + Beverages provided (once in-office resumes)
- BYOD policy
- Wellness policy
- 401k