Customer Success Manager
Alt is on a mission to make investing in alternative assets as easy as investing in stocks. We are redefining alternative assets to include new asset classes that have historically been relegated to the territory of hobbyists and collectors, rather than investors. With Alt, we're turning sports cards – and eventually watches, sneakers, and art – into investable assets.
Our investors include VCs such as 776, First Round Capital, BoxGroup, SV Angel as well as notable angels such as the founders of Stripe, Blackrock and Coinbase. Some professional athletes, including Kevin Durant, Larry Fitzgerald, and Tobias Harris all across different sports have also invested in Alt.
The impact you will make:
As Alt’s first Customer Success Manager, you will be focused on building and growing a strong foundation of loyal customers. Your efforts will be directly traceable to top line revenue. You will develop and own relationships with customers in our high value segments and develop systems and processes to drive continued customer growth. As you listen to and learn from our customers, you will work cross functionally to feed the learnings back into the product.
You will:
- Manage, nurture and expand our relationship with customers across the full lifecycle of sale, onboarding, upsell, and renewal
- Focus on our highest revenue-generating customer segments, such as enterprise clients and high value individuals to drive towards revenue growth
- Map our customer journey and identify opportunities across the journey to deliver exceptional experiences or improve pain points
- Proactively anticipate customer needs and identify opportunities for process and product improvements and execute on these projects to increase loyalty and reduce churn
- Develop processes that drive adoption and success and scale them as we grow
- Track and analyze key performance metrics
- Partner with internal teams to bring the voice of the customer into the product, engineering, operations, and design decisions
- Become an expert in Alt’s products in order to help our customers navigate the experience
You have:
- 5-7 years experience in a customer facing role preferred
- Passionate about delivering exceptional customer experiences and solving complex customer problems
- Experience and passion for building strong business relationships
- Strategic thinker and motivated self-starter - you don’t hesitate to identify problems, find solutions, and take ownership of execution to drive to a result
- Organized with strong attention to detail; ability to juggle multiple high priority tasks at once
- Energized about doing something for the first time and learning from the experience in order to build processes that can scale
- Demonstrated growth mindset - you seek feedback and strive for continuous improvement, both in your own professional development and for our customers
Benefits and perks:
- Healthcare benefits, including HSA, for you and your dependent(s)
- 401K, Work from home and Wellness Stipends
- Unlimited vacation policy
- Paid parental leave
- Ground floor opportunity as an early member of the Alt team; you’ll directly shape the direction of our company. The opportunities for growth are limitless.
- An inclusive company culture that is being built intentionally and thoughtfully to foster an environment that supports and engages talent in their current and future endeavors.