Senior Customer Success Manager, Placer.ai

• A successful candidate will be analytical, resourceful, customer-focused, team-oriented, and will have an ability to work under time constraints to meet deadlines
• We are looking for someone with a proven track record of onboarding a diverse set of customers while helping to build customer success programs in a SaaS startup company
• Experience onboarding customers in a SaaS platform in a remote environment
• Empathetic listener and can help identify tangible goals for each customer
• Ability to handle a fast paced environment with competing priorities
• Excellent attention to detail and organizational skills
• Entrepreneurial spirit, a self-starter, who is internally driven to make an impact on both the customer and a growth directed organization
• Experience working with cross-functional teams and projects
• 4+ years of customer success experience
• Demonstrated experience in presenting complex data in understandable ways to address customers business questions
• Demonstrated experience using analytical tools to measure performance, determine improvements and innovations, and make adjustments accordingly
• BA/BS degree

Desirable

• Placer.ai is looking for a talented Customer Success Manager-Onboarding Specialist who will help onboard our new customers and ensure they accelerate time to value
• Own the onboarding process from when a Customer is signed on to when they complete their first use case
• Manage a portfolio of concurrent onboarding accounts across the mid-market accounts, prioritizing effectively across competing timelines
• Host kickoff calls, use case workshops, and training sessions to drive adoption of the platform to support the customer’s key use case
• Partner closely with cross-functional teams — Sales/AEs (on handoff), Support, Product, and the Account/Customer Success Managers who own the long-term relationship — to ensure a seamless transition
• Ensure the customer is set up for long-term success with Placer by ensuring they have all the resources needed and Placer’s systems are up to date
• Help build out a repository of curriculum to support the key use cases requested by our customers
• Success in role will be determined by # of kickoff calls that were within 2 weeks of starting, % of customers onboarded in 90 days, number of working sessions achieved, documented use case wins, and CSAT of onboarding experience