Customer Success Manager, Warmly,
$100-125k
OTE
$80-100k
BASE
OTE will be based on achieving a certain GRR (gross revenue retention) figure, and there will additionally be a commission on expansion revenue. Commissions will be paid every 3-6 months. + Equity
Providing insights and contexts on people during virtual meetings
Open for applications
Providing insights and contexts on people during virtual meetings
21-100 employees
Open for applications
$100-125k
OTE
$80-100k
BASE
OTE will be based on achieving a certain GRR (gross revenue retention) figure, and there will additionally be a commission on expansion revenue. Commissions will be paid every 3-6 months. + Equity
21-100 employees
Company mission
To bring humanity back into virtual conversations by helping companies and employees build better relationships over Zoom
Role
Who you are
- We expect that you have the capacity and desire to grow into a leadership position one day at Warmly
- We’re looking to hire “YOU” because we believe “YOU” have a faster learning curve and can produce 10x results through your out-of-the-box thinking
- We are looking for a tech-savvy, metrics-driven, highly detailed, stop-at-nothing performer
- You must be curious, energetic, honest and motivated by solving big challenges
- 3+ years in customer success, or experience in both sales and customer success
- History of 10x-ing something that you self-initiated
- Excellent verbal and written communication skills
- Strong time management and prioritization skills
What the job involves
- Customer Success Managers play a critical role at Warmly: you will be responsible for strategic value creation, product/business strategy, and deployment of Warmly with our partners, shaping the world of AI and automation in sales
- This is not your average customer facing role
- We're expected to 7x our revenue growth in a year to raise our Series B
- You and the team will grow very quickly
- This is a strategic role where you’re studying the customer, our business, the market to come up with high leverage (10x) moves for us to play
- Being close to the customer means you are closest to the truth
- So yeah you're responsible for net revenue retention and growth, customer satisfaction and churn but we didn't hire you to do tasks
- Plus you have a dedicated customer support ops team who will execute tasks on your behalf and scale you
- Your one focus is on how to maximize customer value through self-initiated projects and pulling together all departments in the company
- To get 10x customer outcomes we are looking for someone who is a 10x-er
- You should have a history of 10x-ing something in your most recent roles
- As a Customer Success Manager, you’ll be working full-cycle with 50+ Warmly customers to drive onboarding, implementation, adoption, renewal, and expansion
- You will be a consultant for each of your customers, working to understand their problems, identify the best ways for Warmly to help solve them, and help their team augment their sales and marketing workflows using not just Warmly but other tools and services in the ecosystem
- Relentlessly drive customer value and outcomes
- This is to get a deep understanding of the customer
- Use data to analyze Warmly's business (sales, marketing, product, customers). Uncover opportunities and bottlenecks
- Scale yourself through customer support ops and focus on leverage
- Then find and implement 10x plays via our product, operations, sales, marketing, etc
- Own onboardings and implementations for new customers
- To maximize customer value
- Study our customers and market to understand the ecosystem of players and how Warmly fits
- You will work cross-functionally with Sales, Product, Marketing and Engineering
- Drive growth and retention by working with customers through upsells and renewals
- Lead key internal projects for Warmly’s customer success team to level up our organization
- Make efficient business decisions
- But most importantly, you must be an owner who cares deeply about customer outcomes
- Don't make excuses
- If Ryan (Head of Customer Success) gets hit by a bus we trust this person with 95% confidence they can scale our customer success team to allow us to hit 1 to 7MM revenue goal (in 1 year) via retention and upsells
- Think about how to make a 10x impact, and apply that mindset in everything you do here
- Achieve 101%+ NRR for ICP-aligned owned accounts in first year
- Propose and implement at least two 10x plans that uplevel our team in the first 6 months, and at least five 10x plans that uplevel our team/organization in the first year
- Own and become an expert in one key internal customer success item (help center, product marketing, etc.)
- The Tech you’ll be working with and manage: HubSpot, Salesforce, Outreach, Apollo, Salesloft
Our take
In a post-pandemic era, where virtual connections remain at the centre of professional culture, Warmly aims to make digital interactions more personalized. Warmly’s “AI business card” platform provides insights and contexts on everyone during a video meeting, whether that be their pronouns, hobbies for conversation starters, or how to pronounce their name – meaningful information that creates more human interactions.
Warmly has certainly tapped into the demands of professionals navigating this newly digital climate. A survey reported that 74% of people find themselves researching a person whilst speaking to them over Zoom. What's more, it offers innovative products that cater for various needs. For instance, “virtual uniforms” – matching backgrounds and logos – solve the issue of standardization that impedes a company’s professionalism during a sales pitch.
Warmly continues to raise funding, including from the same venture firm that backed Zoom in its early stages, Maven Ventures, marking its potential in the industry. The primary focuses are to better understand and build the user base, as well as developing new products such as enabling users to exchange business cards inside the app as well as CRM integrations.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Medical, dental, and vision insurance
- Unlimited PTO
- Generous stock options package as part of our compensation - share in our upside!
- Company-paid onsites (whole team just went to Vancouver!)
- Generous home-office setup stipend
- Extra company holiday every year focused on personal development
Company values
- Add a comma: Be different, unique and remarkable
- Play like a team, win like a team: Collaborative natures and cultures, driven by a common purpose
- Slope > Y-Intercept: Everyone has a unique background and faces different challenges. The focus is on where you're going, and how you're getting there, than on where you're starting or are at the moment
- Know thyself: Understanding yourself is key. What is behind our thoughts, action and reactions? To make mistakes, own them, and accept them in others, and work better together for it.
Company HQ
Post Falls, ID
Articles
Leadership
Alan Zhao
(CTO)Previously worked as a Business Analyst at JPMorgan Chase and an Investment Banking Analyst for Millstein & Co. Spent 2 years as a Credit Derivatives Trading Analyst for Wells Fargo Securities and another 2 as the Growth Analytics Manager for x.ai.
Carino Boo
(CPO)Started as a Web Designer and Developer for the University of California and as the User Experience Designer for Marketo. Then served as a Software Engineer for StubHub, eBay before spending 4 years at Google as the Software Engineering Manager.
Maximus Greenwald
(CEO)Spent over 2 years at Google as the Product Manager before founding and serving as Chairman of IgniteSTEM. Continues to be a Member of YPO and a Scout for Sequoia Capital.
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