Senior Customer Success Manager, Catalyst Software
$123-144.5k
+ Equity
Customer success platform
Job no longer available
Customer success platform
201-500 employees
Job no longer available
$123-144.5k
+ Equity
201-500 employees
Company mission
To move Customer Success to the center of every organization.
Role
Who you are
- Demonstrated experience in a consultative customer-facing role, ideally having managed enterprise-level accounts for 5+ years
- Success in building and standardizing repeatable CSM processes & playbooks, & the desire to do so at Catalyst as we continue to scale
- Exceptional ability to influence & drive action through others, coupled with the ability to be a proficient listener
- Eagerness to learn, with the ability to receive and implement feedback quickly
- Ability to think quickly on your feet and answer unexpected questions with ease
- Discernible passion for Customer Success, and for creating memorable customer experiences
- A strong understanding customer success and growth platforms and the value they deliver for customers
- A challenger mindset, unafraid to push customers beyond conventional thinking and drive meaningful action
What the job involves
- The Senior Customer Success Manager role is an instrumental role in the long-term success of our business
- You will be working with our Enterprise clients throughout their journey post-onboarding to ensure that they're appreciating continuous value from Catalyst aligned to their goals
- As an early CSM at Catalyst, your contributions to helping us build a foundation for the CSM motion provides you with the opportunity to have a significant impact beyond the traditional scope of a CSM role
- Form close relationships with our customers, including CSMs, Managers, Directors, and VPs. Partner with customers to establish a mutually agreed-upon Success Plan, outlining the challenges they're looking to solve for using Catalyst
- Define, prescribe & drive action aligned to the execution of each customer’s above Success Plan. Proactively identify and mitigate risk in each customer’s ability to achieve their goals
- Challenge and teach customers how to independently leverage product features, strengthening their knowledge & confidence in using the tool
- Proactively pull, track, and analyze both quantitative and qualitative data to identify insights. Connect data to customer value and communicate a clear narrative that drives action back to your customers
- Proactively partner across your account stakeholders to continuously plan for the next moment of impact through being an agent of change to drive increasing value realization
- Actively work cross functionally with the renewals and sales teams to identify value-adding growth opportunities and renewals
- Partner internally with cross-functional teams such as Sales, Product, Engineering and Marketing. Convey the voice of the customer internally in an effort to inform other functions on how best we can support and add value to our customers
- Consistently put forward product enhancement recommendations based on personal experience & on insights gained from customers
- Actively contribute to the analysis, planning and execution of CS processes to help us lay the foundation for the CSM function at Catalyst
Our take
Brothers Edward and Kevin Chiu founded Catalyst Software after working together at DigitalOcean. During their time there, they recognized a notable gap in the market for effective customer success tools. Thus, Catalyst Software was conceived to address this deficiency, catering to the increasing demand for Customer Success Managers to acquire data analytics skills, an expertise often beyond their usual scope.
Catalyst's customer success platform serves as a hub for aggregating data from various SaaS touchpoints, including platforms like Salesforce and Mixpanel. It then simplifies this data into a single API dashboard. This consolidation allows customer success teams to conduct more thorough performance analyses and utilize automated engagement tools.
The company's momentum remains strong, marked by significant fundraising efforts, the acquisition of high-profile clients like Frame.io and LaunchDarkly, and an estimated company valuation exceeding $125 million underscores its promising position within the market.
Steph
Company Specialist at Welcome to the Jungle
Insights
66% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Sep 2022
$21.4m
LATE VC
Mar 2022
$21.5m
LATE VC
Total funding: $88.2m
Company benefits
- Generous equity, ensuring that everyone has a stake in our growth
- Unlimited PTO, so that you can rest and recharge
- Mental Health Days every month and Mental Health Weeks twice per year, which the entire company takes off
- Up to 100% paid medical, dental, and vision plans for you and your loved ones
- Comprehensive financial planning support
- Monthly wellness stipend, to ensure that you’re taking care of your physical and mental health
- Employer-sponsored 401(k), enabling you to prepare for retirement
- Monthly remote team-building events, including game nights, trivia, and cooking/mixology classes
- Generous parental leave for both primary and secondary caregivers
- Annual education stipend, to ensure that you’re continuously expanding your skill set
Company HQ
Chelsea, New York, NY
Leadership
Edward Chiu
(CEO)Co-Founder & CEO of Sytai. Was a Sales Engineer at Engine Yard. Worked at Digital Ocean for over 2 years, promoted from Director of Customer Success to Success and Sales. Currently an Investor at Metafy and Digraph.
Kevin Chiu
(COO)Worked at Five Stars, promoted from Account Executive to Manager of Inside Sales. Became Manager of Sales Development at Greenhouse Software. Went on to become Head of Sales and Revenue Operations at Digital Ocean. NYC Community Lead & Blog Contributor to Sales Hacker. Listed on 30 under 30 Forbes, 2019 for Enterprise Tech. Is currently a Member of Revenue Collective, and an Investor at Metafy and Lunar.
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