Senior Customer Success Manager at Catalyst Software

| Greater NYC Area | Remote
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Company Overview

Catalyst is the world’s most intuitive Customer Success Platform (CSP), and was built by an experienced group of industry leaders. Our software integrates with the tools that CS teams are already using to provide one centralized view of customer data. Customer Success Managers can subsequently take the right actions to prevent churn, increase product adoption, and align the entire organization on a unified workflow to manage customers throughout their journey. Catalyst helps organizations turn Customer Success into a company-wide mission. 

 

Position Overview

The Senior Customer Success Manager role is an instrumental role in the long-term success of our business. You will be working with our Enterprise clients throughout their journey post-onboarding to ensure that they're obtaining full value from Catalyst aligned to their goals.


As an early CSM at Catalyst, your contributions to helping us build a foundation for the CSM motion provides you with the opportunity to have a significant impact beyond the traditional scope of a CSM role.


What You’ll Do

  • Form close relationships with our customers, including CSMs, Managers, Directors & VPs. Partner with customers to establish a mutually agreed-upon Success Plan, outlining the challenges they’re looking to solve for using Catalyst
  • Define, prescribe & drive action aligned to the execution of each customer’s above Success Plan. Proactively identify and mitigate risk in each customer’s ability to achieve their goals
  • Teach customers how to independently leverage product features, strengthening their knowledge & confidence in using the tool
  • Proactively pull, track, and analyze both quantitative and qualitative data to identify insights. Connect data to customer value and communicate a clear narrative that drives action back to your customers
  • Maintain routine monthly check-ins with customers, in addition to Quarterly Business Reviews
  • Partner internally with cross-functional teams such as Sales, Product, Engineering and Marketing. Convey  the voice of the customer internally in an effort to inform other functions on how best we can support and add value to our customers
  • Consistently put forward product enhancement recommendations based on personal experience & on insights gained from customers
  • Actively contribute to the analysis, planning and execution of CS processes to help us lay the foundation for the CSM function at Catalyst

 

What You’ll Need

  • Demonstrated experience in a consultative customer-facing role, ideally having managed enterprise-level accounts for 3+ years
  • Success in building and standardizing repeatable CSM processes & playbooks, & the desire to do so at Catalyst as we continue to scale
  • Exceptional ability to influence & drive action through others, coupled with the ability to be a proficient listener
  • Eagerness to learn, with the ability to receive and implement feedback quickly
  • Ability to think quickly on your feet and answer unexpected questions with ease
  • Discernible passion for Customer Success, and for creating memorable customer experiences

 

Why You’ll Love Working Here!

  • Highly competitive compensation package, including equity - everyone has a stake in our growth
  • Comprehensive benefits, including 100% paid medical insurance coverage for you, your partner, and your dependents
  • Unlimited vacation policy, encouraging you to take the time you need - we trust you to strike the right work/life balance
  • Personal Seamless account, to be used for free daily lunches; catered team lunches twice per week 
  • Monthly team-building events (including game nights - Super Smash Brothers and Team Fortress 2, anyone?, trivia, and more!)

 

Catalyst is an equal opportunity employer, meaning that we do not discriminate based upon race, religion, national origin, gender identity, age, sexual orientation, or any other protected class. We believe that diversity is more than just good intentions, and we are committed to creating an inclusive environment for all employees. 


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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • TypescriptLanguages
    • Ruby on RailsFrameworks
    • VueFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • ElasticsearchDatabases
    • MixpanelAnalytics
    • FullStoryAnalytics
    • SegmentAnalytics
    • IntercomAnalytics
    • InVisionDesign
    • SketchDesign
    • ZeplinDesign
    • AsanaManagement
    • NotionManagement

Location

Catalyst is conveniently located in the heart of Chelsea, and is surrounded by diverse restaurants, bars and after-work spots.

An Insider's view of Catalyst Software

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

We believe that people do their best work when they are able to maintain a healthy work-life balance - and we actually practice what we preach! We offer flexible working hours, generous parental leave and unlimited PTO, and have provided all employees with dedicated resources to ensure that they're taking care of their mental health as well.

Jessica

Head of People & Places

What's the biggest problem your team is solving?

It is arguably more important than ever for organizations to focus on retaining and growing existing business. Catalyst provides an intuitive, powerful solution that enables that. I love that we’re not just helping organizations to manage their business, but also empowering them to engage with their customers on a more meaningful level.

Tim

Senior Account Executive

How has your career grown since starting at the company?

As a product-centric seller, I focused most of my onboarding on becoming a platform expert. Once I started selling, my demos were hyper-customized to each prospect’s KPIs. The exec team noticed my passionate, creative approach to building tailored demos, which ultimately led to my transition from Sr. AE to Catalyst’s first Implementation Engineer.

Joe

Implementation Engineer

How do you make yourself accessible to the rest of the team?

It’s most likely very similar to everyone else: 1:1s, Slack direct messages, Slack channels, and scheduled meetings. But what’s most important is always providing undivided attention when someone asks for time and following through on action items. If you don’t build that trust with your team, no amount of “open time” is meaningful.

Cliff

Head of Product

How do you collaborate with other teams in the company?

I love working for an org in which all cross-functional stakeholders recognize the importance of recruitment - every hire is viewed as crucial! Members of each interview team invest a ton of time into ensuring that all candidates have an exceptional interview experience. They also dedicate significant energy into making holistic hiring decisions.

Brooke

Talent Acquisition Lead

What are Catalyst Software Perks + Benefits

Catalyst Software Benefits Overview

Here at Catalyst, we know that our people are our most valuable resource. That's why we place a huge focus on providing comprehensive benefits to make our employees feel happy, supported, and motivated. Our benefits are designed to promote the physical, mental & financial well-being of each member of the Catalyst family. See below for a snapshot of what we provide:
-Highly competitive compensation package, including equity - everyone has a stake in our growth
-Comprehensive benefits, including up 100% paid medical insurance coverage for you & your dependents, and up to 100% paid vision & dental insurance coverage for you/up to 90% paid vision and dental coverage for your dependents
-Unlimited vacation policy, encouraging you to take the time you need - we trust you to strike the right work/life balance
-Annual education stipend, to ensure that you're continuously expanding your skill set
-Monthly wellness stipend, to ensure that you’re taking care of both your physical & mental health
-Monthly remote team-building events, including game nights (Super Smash Brothers, Team Fortress 2, and Codenames, anyone?), trivia, and more!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Our dental plan is 50% employer paid.
Vision Benefits
Health Insurance Benefits
Catalyst pays 100% of medical coverage for you, your spouse, and your family under our comprehensive In-Network plan.
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 16 weeks of parental leave for the primary caretaker. Catalyst also provides 10 weeks of leave for the secondary caretaker. In addition, both caretakers have a transition time period.
Flexible Work Schedule
Catalyst allows you to work hours that are best for your lifestyle.
Remote Work Program
Family Medical Leave
Restricted work hours
Return-to-work program post parental leave
Company sponsored family events
Catalyst hosts internal events monthly for individuals, their significant others, and their families.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Catalyst offers pre-tax commuter benefits.
Company Outings
We host a variety of events monthly to ensure that there's something for everyone!
Game Room
Corn hole, Codenames, Werewolf, and Switch are just a few of the games you can find people playing regularly after work!
Stocked Kitchen
We have a fully stocked snack wall, inclusive of both healthy and savory treats to keep you going throughout your day.
Some Meals Provided
Happy Hours
Happy hours are both planned and can happen whenever 3 people decide to hang!
Pet Friendly
We are a dog-friendly office. You will come to love our furry friends as your own!
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Catalyst offers an educational yearly stipend that can be used towards conferences or trainings.
Tuition Reimbursement
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer $1000 annualy for continuing education.
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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