Lead Customer Success Manager, Capdesk from Carta

• At least four years experience as a CSM or similar, preferably within a high-growth startup. We're looking for somebody used to working at pace!
• The ability to confidently present, communicate and work alongside C-level customers and stakeholders (eg CEOs and CFOs), in a professional yet thoughtful way
• Experience building out and improving internal CS processes
• Finely tuned problem-solving skills; you never present a problem without a solution
• Experience managing a varied portfolio of customers
• Leadership qualities; you either have experience managing or coaching, or you want to work towards it quickly
• (Bonus points) An understanding of business investing or private equity
• (Bonus points) The ability to speak a second language fluently (especially German, French or Norwegian)

Desirable

• Capdesk has reached a pivotal moment. Our product is solid, and it needs a solid team of Customer Success Managers to match. This is the chance to become Capdesk's first ever CSM, shaping what best-in-class service looks like and paving the way for a team to follow. You'll be responsible not only for managing a portfolio of high-profile customers, but shaping and refining the department's processes and revenue strategies. With a full CSM team in the pipeline for the next 18 months, you'll have a clear opportunity to progress to a leadership role
• Last September we hired Nikki, our experienced Director of Customer Success, who'll be your manager. She's been busy laying the foundations for the future CSM team, and now we're looking for the first hire on this journey. As Capdesk's Lead CSM, you'll be tasked with executing plans, driving best practices, evolving the team and ultimately playing a key part in building the CSM function
• If this sounds like the role you've been looking for, read on..
• Proactively managing a 40-strong portfolio of our highest-tier customers
• Maximising revenue growth of your portfolio through product engagement and renewal revenue upgrades, while finding ways to drive revenue across the lower-tier base in a better tech-touch way
• Accountability for retaining Capdesk customers, with support from the Director of CS. Don't worry, our churn rate is very respectable!
• Operating as a strategic partner to your customers, offering them tailored advice and connecting them to people or companies within our network who can help them reach their goals
• Working with the Director of CS to build and improve CS processes, leveraging your experience and knowledge of best practices
• Collaborating with other internal teams, notably Product, Finance, Onboarding and Sales
• Collecting customer feedback and communicating new product requirements or popular feature requests
• Maintaining accurate, up-to-date reporting of customer statuses in internal systems
• Supporting and coaching new CSM hires