Enterprise Customer Success Manager

| Greater NYC Area | Remote
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We are looking for a Senior Customer Success Manager to support our Enterprise clients. As our 8th Customer Success hire, you will be instrumental in helping build out the Enterprise CS function at MaestroQA.  With a fast growing customer base, this is a great opportunity to get in on the ground floor and help drive success at a customer focused company.

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The Company:

MaestroQA is changing how brands think about Customer Support and CX. As we move into a world where customers have more options and a larger voice than ever, amazing Customer Support has become a differentiating factor - moving Customer Support from a cost center to a value driver, and a critical part of the CX.

At MaestroQA, we are building CX focused technology to execute on this market change and help these brands like Peloton, Shopify, Etsy, and Zendesk provide the highest quality support.

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The Role :

As a Senior CSM, you’ll be working with Customer Support leaders at our enterprise customers to build innovative Quality Assurance programs that formalize the coaching and development process for their teams. Moreover, you'll be working to ensure that they continue to push the needle and inspire them to have a higher impact on their business through QA, and build a robust CX insights engine for Senior Leadership and the C-suite.

We are looking for someone that has experience delivering success with Enterprise clients, and can bring that experience to help architect services and support delivery models for the Enterprise segment. Additionally, it will be critical that the candidate has experience owning the implementation and roll out of software to hundreds of users.

Successful candidates will be experienced, yet scrappy and self-driven, excited to join a small company and have a big impact.

Day-to-Day is highly cross functional, interacting with:

  1. Product team to help design a product that provides the most value to Enterprise customers
  2. Sales team to solution use cases and close late stage deals
  3. Marketing to develop amazing customers stories

We are based in NYC but increasingly are remote, and offer competitive pay and benefits including health insurance and 401k.

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Responsibilities:

  • Lead the Onboarding processes of our enterprise customers
  • Build Customer Champions and navigate the stakeholders of Enterprise organizations
  • Design best practices, processes, and documentation for supporting and onboarding Enterprise customers
  • Deliver regular Business Reviews to Senior Executives
  • Understanding customers’ goals and help them use our product/service to achieve those goals
  • Become a product expert and help solution both standard and idiosyncratic workflows
  • Facilitate customer feedback to the product team
  • Drive Upsells and Renewals

Requirements:

  • 4-6+ years in a customer facing role servicing Enterprise technology, preferably SaaS
  • Ability to drive engaging value-based conversations with VP and C-level executives at our customers.
  • Experience building Champions at Enterprise organizations
  • Highly organized and excellent multi-tasker
  • Excited by a high growth and fast paced environment
  • Comfortable in high ambiguity, high autonomy situations
  • Experience working with a Product teams
  • Passionate about helping people, active listener, self driven, and social
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • AmplitudeAnalytics
    • ClubhouseManagement
    • WebflowCMS
    • HubSpotCRM
    • IntercomCRM
    • SalesforceCRM
    • SendGridEmail
    • OutReachEmail

Location

We're located right in between Union Square and Washington Square - easily accessible from any part of the city with plenty of lunch options!

What are MaestroQA Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Pet Friendly
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

In addition to all of the awesome perks described above, every employee receives $50 a month to go out to dinner with someone else on the team. MaestroQA is an incredibly close knit group of people that enjoys getting to know each other and spending time together!

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