Senior Customer Success Manager

| Remote
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Electric is a Series B  startup backed by Bessemer Venture Partners, Bowery Capital, Primary Venture Partners, GGV Capital,  and led by a team of seasoned entrepreneurs, operators, and technologists. With software forming the foundation of every office, Electric is the world’s first all-in-one, modern IT support solution that can truly meet the needs of growing businesses. Through a chat interface, personalized service, and flat-rate pricing we keep our client’s email, computers, Wi-Fi, and software running smoothly at a fraction of the cost and headaches normally experienced with traditional managed service providers.

Our company is a  fun, fast-paced environment with enormous opportunities for career advancement. We are seeking highly motivated, detail-oriented go-getters who want to move up in a tech startup. 

The Role

As a Senior Customer Success Manager at Electric, you will work closely with our largest customers to understand how they work, their business challenges and engage using a consultative approach that positions you and Electric as the preferred long-term strategic partner.  Our Customer Success team works with a variety of customers to ensure they adopt Electric widely and continuously gain business value from our products and services.   This is a phenomenal opportunity to take on business-critical responsibilities for a fast-growing NYC startup!

Responsibilities

  • Understand the customer’s motivation for signing up for Electric and desired business outcomes for your book of business.   
  • Develop customer success action plans required to hit agreed-upon customer satisfaction goals and eliminate barriers to customer advocacy and expansion.  
  • Manage weekly, monthly and quarterly customer health metrics including user and vertical engagement, ROI, satisfaction and success plans.   
  • Maintain high levels of engagement across a broad group of customer stakeholders.  
  • Lead Executive Business Reviews with decision makers and Electric executive sponsors where we celebrate shared successes and course-correct where necessary. 
  • Participate in weekly forecasting / retention meetings. 
  • Directly responsible for overall revenue, retention and NPS within your book of business
  • Serve as a mentor or coach to others on the CSM team 
  • Drive engagement with customer advocacy program (customer references, case studies, product council) 
  • Interface with both product and operations teams to assist in the product development cycle.
  • Be a recognized role model of Electric’s core values  

What you should have: 

  • You are a team-player with a proven track record of excelling in fast-growing environments and taking initiative to the next level. 
  • This is a demanding role that requires strong leadership, committed priority management and high emotional intelligence.   
  • You have a passion for building trust and communicating effectively with a broad range of stakeholders: C-Suite, senior executives, business owners. 
  • A motivated self-starter, with proven abilities to take ownership of difficult projects and see them through to successful completion
  • 6+ years relevant work experience in customer-facing customer success, account management or strategic consulting roles.  SaaS experience preferred
  • Exceptional written and verbal communication skills
  • College degree from an accredited four-year institution or relevant technical experience
Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Electric's full profileFind similar jobs