Customer Success Manager, Typeform

• Proven experience in customer success or a customer relationship management type role with a preference for prior experience working in a SaaS company
• Easily builds rapport with customers and team members
• A proven track record of expansions and renewals
• Process-driven and analytical
• Can identify and communicate trends in their book of business
• Strong written and verbal communication skills
• Ability to breakdown and communicate technical terminology in a non-technical manner
• A passion for delivering the quality level of service
• Natural curiosity and enthusiasm
• A team-focused, collaborative instinct
• Flexible, open to change, and a sense of humor never hurts!

Desirable

• As a Customer Success Manager, you will be primarily responsible for partnering with Typeform’s Enterprise customers to help them achieve their business goals
• You’ll work with new customers who have purchased our Enterprise plan, as well as existing customers that have upgraded, driving activation, continued adoption, retention, and creating lasting partnerships
• As a product and customer specialist, you will provide recommendations, identify potential obstacles, and utilize internal tools to proactively identify opportunities for customers to expand their use cases
• You will drive results through product training, education, use case exploration, and risk prevention and mitigation, in order to continually improve and impact the customer experience
• You’ll be a great fit for this role, if you are curious, creative, enjoy problem solving, helping customers discover new opportunities,analyzing data, and find satisfaction in iterating on and improving processes
• Partner with customers at key moments in their lifecycle to develop an understanding of their needs and coach them on how to use Typeform to reach their desired goals
• Introduce new opportunities to expand usage and optimize client experiences
• Use internal tools to monitor customer health, usage metrics, and progress
• Connect with and assist customers when they fall out of engagement cadences, nurturing usage and mitigating risk in accounts
• Identify expansion opportunities and negotiate and close renewals
• Deliver account reviews and information around trends to leadership and cross functional teams
• Collaborate across teams (Sales, Support, Product, Community, Marketing) to ensure a smooth journey, and deliver impactful feedback to inform content, program, and product development