Scaled Customer Success Manager, POSH
$110-140k
OTE
+ Equity
More information about location
Brand scaling event services
Open for applications
Brand scaling event services
101-200 employees
Open for applications
$110-140k
OTE
+ Equity
More information about location
101-200 employees
Company mission
To build the ultimate tools for creating, marketing, and monetising in-person communities globally.
Role
Who you are
- Technical Proficiency: You have 4+ years of experience in Customer Success, Account Management, or a similar role at a startup, with a strong emphasis on technical acumen. You’re proficient in tools like Slack, Notion, Airtable, GDrive, Linear, and Zapier. Additionally, you have experience with customer success automation platforms such as Vitally and advanced analytics tools like Tableau or Mixpanel
- Data-Driven Decision Making: You deeply understand data analysis and can leverage insights to drive customer success. You’re comfortable working with metrics and KPIs, including Net Promoter Score (NPS) and Net Retained Revenue (NRR). Your ability to analyze data helps you identify trends, predict outcomes, and make informed decisions that enhance organizer success
- Experience with Automation and Integrations: You have hands-on experience creating and managing automated workflows that scale customer success operations. This includes configuring and optimizing integrations between various platforms to streamline processes and enhance efficiency
- Background in Live Events Technology: You bring relevant experience from the live events, hospitality, or music industry, either as an organizer, employee, or avid event-goer. You understand this sector's unique challenges and opportunities, allowing you to provide specialized support to organizers on the POSH platform
- Strong Analytical Skills: Your ability to think critically and communicate with data is key. You’re adept at using tools like Tableau, Mixpanel, and other data visualization software to present insights clearly and compellingly, driving actionable recommendations for the team and organizers
- Customer-Centric Communication: You can communicate complex technical concepts and data insights to customers on a human level—directly, clearly, and personably. Your approach ensures that organizers feel supported and empowered to make data-driven decisions
- Process Development Expertise: You have experience building and refining Customer Success playbooks or processes, ensuring they are scalable and efficient. Your contributions help to enhance the overall effectiveness of the Customer Success team
What the job involves
- As we continue to scale, we’re looking for a Scaled Customer Success Manager (CSM) to engage with our ever-growing community of event organizers
- This role is crucial in driving the success and growth of organizers within the POSH ecosystem, ensuring they maximize the platform's potential
- Master Tech-Touch Engagement: You will learn to manage a diverse, tech-touch-driven portfolio of emerging organizers. By leveraging automated tools and workflows, you'll drive scalable best practices that help organizers succeed on POSH, enhancing their event outcomes and community engagement
- Drive High-Touch Growth: Gain expertise in identifying and nurturing a growth cohort of organizers. You'll accelerate their journey within the POSH ecosystem through personalized, high-touch interactions, such as strategic business reviews and educational events, contributing to their rapid and sustained growth
- Automate and Optimize Interventions: You will design, trigger, and manage automated interventions that support organizers at scale. By utilizing data insights, you'll ensure timely and effective interventions drive improved organizer performance and satisfaction
- Translate Feedback into Product Improvements: Collaborate closely with POSH’s product team to convert organizer feedback into actionable product enhancements. You'll learn how to synthesize diverse inputs into explicit, impactful requests that shape the platform's future
- Optimize Customer Success Processes: Develop and refine internal processes and workflows, ensuring the Customer Success team operates efficiently. Your work will contribute to creating robust playbooks that scale best practices across our global organizer base
- Provide Strategic Advice with Impact: Become a trusted advisor to organizers using data-driven insights to offer strategic advice. You'll help them expand their audience, maximize the impact of their events, and grow their communities, directly contributing to their success and POSH’s growth
- Leverage Data for Decision-Making: Learn to use advanced analytics to monitor key performance indicators (KPIs) like Net Promoter Score (NPS) and Net Retained Revenue (NRR) as well as POSH feature level success metrics. You’ll gain the skills to identify trends, mitigate churn risks, and uncover growth opportunities within your portfolio
Our take
Events offer a unique chance for brand audiences to engage directly with the brand, experiencing products and brand personality firsthand. They also serve as powerful lead generation tools. POSH is an event management and ticketing platform designed to empower anyone to host and organize events, emphasising human interactions through in-person gatherings.
The platform hosts a vast selection of user-friendly tools allowing event organizers to create personalized event pages, employ integrated marketing strategies, and access detailed analytics. These tools have attracted customers for events of all sizes.
Founded by two NYU "dropouts", the platform has rapidly expanded, now serving over 2 million users and processing more than $80 million in transactions. With a recent large round in venture funding, POSH plans to continue enhancing its platform with new features and improved user experiences, positioning itself as a leader in the event planning industry.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 5 rounds)
Jul 2024
$22m
SERIES A
Dec 2023
$4m
EARLY VC
Total funding: $32.2m
Company benefits
- Health & Dental Insurance
- Equinox Membership
- Unlimited PTO
- Team Events, Dinners, & Offsites, Free Event Tickets to Dope Shows
- New Macbook
- Daily Uber Eats Credit
Company HQ
SoHo, New York, NY
Leadership
Avante Price
(CEO)Was also CEO & Co-Founder of ChoreBug. Studied Business Administrations at New York University then dropped out to build POSH.
Eli Taylor-Lemire
(CPO)Previously worked as Co-Founder and Chief Technology Officer at Stumped and was also Managing Partner for Uplink Creative LLC.
Salary benchmarks
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