Client Success Manager

| Greater NYC Area
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About the Opportunity

Stella Connect is an innovative, real-time customer feedback and quality management platform that has been designed specifically to drive engagement and performance of customer service teams. We partner with hundreds of the world’s leading brands, from disruptive startups like Warby Parker and Earnin, through to household names like Walmart and Williams-Sonoma, to help them provide exceptional customer service. With Stella Connect, companies get real-time visibility into the quality of their service teams and operations, and the tools they need to drive team member engagement and continuous performance improvements.

About the team

The Client Services team is the backbone of Stella! We are a lean and mighty group that manages every company that uses Stella. We’re seeking a Client Success Manager to join our team and help drive client success for our roster of leading brands and retailers. You will be part of a fast-paced, passionate, and dedicated team tasked with growing Stella Connect at a rapid rate. The Client Services team is responsible for onboarding, training, supporting, engaging, and renewing clients across the company’s products. We truly have a “one team, one mission” mindset with everyone in the trenches focused on health and retention of our clients - which is proven in our best in class retention/growth metrics! 

What you’ll be doing:

  • Managing the client onboarding, development, and renewal phases of the customer lifecycle
  • Analyzing product usage trends and taking action to ensure client health
  • Identifying and/or developing expansion opportunities within your account
  • Delivering thought provoking check-in calls, Executive Business Reviews, and client onsite visits
  • Collaborating with Stella’s product, marketing, and sales teams to drive adoption for client health and satisfaction
  • Addressing day-to-day product and data-related questions from clients in a timely manner 
  • Proactively engaging with clients to gather feedback and advocate customer needs/issues
  • Traveling to regional clients for onsite meetings (less than 5% of your time) 

Who you are:

  • You have 2+ years of relevant experience in a customer facing role
  • You have experience managing the the entire client lifecycle (onboarding, check-ins, feature adoption/releases, renewals)
  • You are able to identify tasks that take priority and organize your time appropriately 
  • You have experience using Salesforce.com or similar CRM platform
  • You must love multitasking!
  • You have exceptional written and oral communication skills
  • You must be able to work within a team environment, including with remote team members
  • You have a focused attitude and motivated to help
  • You are a self-starter and extremely detail-oriented
  • You have project management experience through a ticket management system (like Jira or productboard)
  • You have a strong proficiency in Microsoft Excel and PowerPoint

Nice to haves:

  • Proven record of data analysis and managing data sets (we would love to see examples!)
  • Experience using a Customer Success platform (such as Gainsight or Totango)
  • Start-up experience 
  • SaaS experience

Compensation & Perks

Competitive cash comp, stock options, full health, dental and vision insurance benefits, gym stipend, unlimited vacation, flexible work from home options, commuter benefits, and much more!

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Technology we use

  • Engineering
  • Sales & Marketing
    • RubyLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • HubSpotCRM
    • SalesforceCRM

Location

Our HQ in FiDi is easily accessible via NJ Transit & MTA. Dining and drinks on Stone St & the Seaport make for a fun place to hang after hours too!

An Insider's view of Stella Connect

How would you describe the company’s work-life balance?

The work life balance at Stella Connect is one of the best perks about working here! The flexible and WFH capabilities take a lot of the stress out of being a working mom. I get to be home for drop offs and pick ups but I also get to be a part of a great company that trusts me to get the job done. It’s really a win-win!

Jen

Senior Client Success Manager

What's the biggest problem your team is solving?

At Stella Connect we're looking to re-frame the way customer service teams conduct coaching and QA. Our biggest challenge is building compelling feature sets that move organizations away from impersonal, quantitative metrics, to in-the-moment coaching with actionable, qualitative data that empowers teams on the front line.

Jerry

Lead Software Engineer

What unique initiatives do you have that encourage innovation?

We love collaborative brainstorming! The People team holds a quarterly off-site to map out our upcoming key initiatives. Even though each team member leads a different part of the candidate or employee experience, we all ideate together because we believe different perspectives can bring valuable and more creative inputs to each other’s domains.

Julie

VP, People

What are Stella Connect Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
We have employee-led task forces dedicated to organizing social events, promoting sustainability, and supporting diversity & inclusion!
Open door policy
Team based strategic planning
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. We also provides 8 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Stella Connect provides employees with flexible work schedules!
Remote Work Program
Our remote work program includes work from home options and full-time remote for specific positions.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Sabbatical
When team members reach their 5 year anniversary at Stella, we provide a one-month sabbatical. Past team members have used this time to travel, attend retreats, and enjoy some rest & relaxation!
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stella Connect hosts company outings quarterly. Past outings have included bowling, scavenger hunts, and karaoke!
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted once per month.
Recreational Clubs
Fitness Subsidies
We provide subsidized membership to Equinox Fitness!
Professional Development Benefits
Job Training & Conferences
Stella Connect offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Lunch and learns
Stella Connect hosts lunch and learn meetings
Cross functional training encouraged
Promote from within
Mentorship program
Our buddy program pairs new hires with existing employees as part of facilitating onboarding!
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