Customer Success Manager

Customer Success Manager

Location: Remote, United States

Hi! Before diving into the job details, let’s give you some context on who we are and what to expect when joining the team.

Typeform, launched in 2012 in Barcelona, drives more than 500 million digital interactions per year and integrates with hundreds of other business-critical tools. We’re expanding from a small Barcelona-based business to a truly international and remote company. We’re hiring talent across Spain, the United States, the United Kingdom, Germany, Colombia, France, Ireland, the Netherlands and Portugal. Be aware, the location is to be subjected to change, depending on the role.

Our vision is a world of more personal business relationships. Through our no-code Saas platform, we believe we can create that world by living our mission: To bring people closer with better conversations. We turn digital interactions into human connections, by offering people-friendly forms, quizzes, surveys, and asynchronous video solutions.

To do so, we look for people who are curious, ready to own their objectives, and passionate about taking organisations to their next chapter. But we are aware it’s not for everyone, our environment is perfect for those willing to become a change agent and roll up their sleeves to build our rocket ship.

About the Team

The Customer Success Team is focused on helping Enterprise customers explore what’s possible with Typeform and VideoAsk. We work with our Enterprise customers throughout their entire lifecycle (Onboarding, Adoption, Renewal, and beyond!) to ensure that they are using Typeform and Videoask to their fullest potential. By proactively engaging our customers in different lifecycle stages, we maintain that role of trusted advisor and work with our Enterprise customers to continue growing with our tools.

Ultimately, we believe Typeform and VideoAsk can empower our customers to build meaningful relationships with their team members and customers alike. That mindset drives us as we seek to enable mission critical processes for our customers, and maintain a strong core relationship.

About the Role

As a Customer Success Manager, you will be primarily responsible for partnering with Typeform’s Enterprise customers as a personal consultant. You’ll work with new customers who have purchased our top tier Enterprise plans, as well as some existing customers that have upgraded into an Enterprise plan. Primarily using Catalyst and Salesforce, you’ll proactively identify opportunities for these customers to expand their use of Typeform, and continue their partnership with us after renewing. You’ll be a great fit for this role if you love analyzing data, find satisfaction in iterating on and improving processes, and enjoy digging into the nitty gritty with customers.

Things you will do:

• Use Catalyst to monitor customer health, usage metrics, and progress
• Connect with and assist customers when they fall out of engagement cadences
• Collaborate across teams (Sales, Support, Customer Lifecycle, Community, Marketing) to ensure a smooth journey,
• Identify and share feedback with those same teams to ensure we have the right content in place to drive revenue and engagement at scale.
• Partner with customers at key moments in the customer lifecycle to develop a thorough understanding of their needs and coach them on how to use Ramp to reach their desired objectives

What you already bring to the table:

• 3+ years of relevant work experience in SaaS
• Easily builds rapport with customers and team members
• A proven track record of expansions and upsells
• Process-driven and analytical
• Ability to breakdown and communicate technical terminology in a non-technical manner
• High level of discipline; a self-starter who holds herself/himself accountable to exceed expectations
• A passion for delivering the highest level of service
• Natural curiosity and enthusiasm
• A team-focused, collaborative instinct
• Flexible, open to change, and a sense of humor never hurts!

Extra awesome:

• You have experience working with cross-functional teams/departments
• You have experience working specifically in expansions
• You’re excited about the tools

*No one likes a guessing game that’s why we listed the salary range for the locations where we’re looking to hire this role. Does the range seem too high? Pro-tip: Never say that to a recruiter. Does it feel too low? Don’t worry! We’ll use the interview process to determine the ideal level and salary range for you based on your education, experience, knowledge, and skills. We also want to make sure pay is equitable across your team and that it aligns with market data, but let us worry about those details.

Chicago/Atlanta/Dallas/Phoenix area pay range: $66,000 to $110,000

*Typeform drives hundreds of millions of interactions per year, powering conversational, human-led experiences all over the world. We are proud to be an equal-opportunity employer. We celebrate diversity and do not tolerate discrimination and harassment of any kind, regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We believe that by celebrating our differences, we can win together.