Senior Customer Success Manager

| Remote
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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!


  • 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
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