Senior Customer Success Manager, Fieldguide

• If you share our values and enthusiasm for building a great culture and product, you will find a home at Fieldguide
• You have 4-7 years prior experience as a customer success / relationship manager at an enterprise SaaS company owning adoption and retention
• You have relevant industry experience as a practitioner at an audit/advisory firm
• You’re an excellent communicator and have great time-management skills
• You have a proven record of driving measurable customer outcomes and success with large, complex customers
• You’re hard working, responsive, and willing to get your hands dirty
• You are excited by the startup environment; you want to contribute to fine-tuning the structure and process to scale the customer success & advocacy team
• You pay attention to detail and love opportunities to improve both yourself and your customers’ experience

Desirable

• As an early stage start-up employee, you’ll have the opportunity to build out the future of business trust
• As a Senior Customer Success Manager at Fieldguide, you will be responsible for transforming our current customers into customer advocates
• Your job will be highly cross-functional, not only working closely with our customers to understand and address their business needs, but also interfacing with our sales, product and engineering teams very closely to make sure we place our customers’ experience above everything else
• You will have a book of business where you are personally responsible for the success, growth and renewal of accounts for currently contracted practice areas
• Own KPIs for Gross Revenue Retention and Contract Pacing and help drive NPS for your customers
• Be the main point of contact responsible for each account, including running recurring cadences with customers, designing and executing on Executive Business Reviews, providing product training, and determining the right levels of service for each customer to make them most successful
• Drive engagement and establish strong relationships with our customers at all levels of their business from staff to executive level, as their main point of contact and advocate
• Become a product champion to deliver best practices to customers helping them best leverage Fieldguide’s full functionality and adopt new features quickly and effectively
• Develop an understanding of our customers’ goals and work to help them reach a high level of satisfaction and adoption with the product
• Interface internally to share customer feedback, resolve escalations, and deliver outstanding customer experiences
• Work closely with each customer’s Account Manager on renewals and to surface referrals and expansion opportunities driven by increased usage and contract pacing
• Follow playbooks for relevant Customer Success functions, helping to drive scalable processes and optimize the customer experience