About Ceros

Ceros is an experiential platform that empowers the creation of bespoke, immersive digital experiences without code. We’re passionate about helping companies transform their static digital content into engaging experiences. From custom microsites to immersive interactive webpages, you can build it with Ceros. Publish and update live content and instantly embed it into your site or social media platforms such as Pinterest or Snapchat. Join us and be part of the movement to enable everyone to create experiences that matter.

Our customers include some of the world’s leading brands, such as Mashable, Bloomberg, Red Bull, United Airlines, and AIG.

We are well-funded and institutionally-backed by prominent investors including Sumeru Equity Partners, Grotech Ventures, Greycroft, and Starvest Partners.

The Role

As a Mid-Market Customer Success Manager, you will be a trusted advisor to our mid-market customers in the Pacific time zone, helping them succeed within our platform and ensuring they receive maximum value from our solution throughout their lifecycle. You'll be responsible for understanding the customer’s business needs, onboarding new customers, conducting product training, driving adoption and ensuring ongoing satisfaction. You will collaborate with our entire ecosystem of Launch Account Managers, Professional Services, Educate and Support to drive successful outcomes from a product adoption and usage perspective. Monitoring the health of customer relationships, you will predict and navigate customer challenges and offer solutions that drive adoption, satisfaction and ultimately lead to retention, and cross-sell/up-sell opportunities. 

Key Responsibilities 

• Strengthen mid-market client relationships health post-sale by deeply embedding yourself in their accounts to drive high engagement 
• Constantly assess "health checks" for your customers to drive product usage & adoption, customer satisfaction (NPS) and identify further areas of education
• Serve as a client advocate and work with the Account Executive to drive strong renewal rates, reduce churn, and generate higher wallet share
• Serve as the 'voice of the customer' and provide internal feedback on how we can better serve them to maximize customer value
• Maintain a deep understanding of our product & ecosystem in order to speak with customers about the most relevant features/functionality and resources to meet their goals
• Collaborate with relevant ecosystem partners in professional services, customer support, educate or marketing organizations to ensure client success measures are met
• Develop and execute strategic plans for internal & external stakeholders as well as quarterly business reviews
• Bring value to clients beyond the technology through event promotion and sharing content program best practices 
• Quickly identify accounts where usage is low, understand why and take action to increase adoption    

Practical stuff we anticipate you having:

• 3+ years of customer success/account management experience, preferably in SaaS business environment
• Experience balancing the needs of multiple stakeholders and working under tight time frames with resource constraints (3-5 years) 
• Proven track record in a client-facing role, driving client engagement, handling difficult situations and challenges, and delivering exceptional client service
• Demonstrates high degree of organization and proficiency leveraging internal systems 
• Excellent communication skills and confidence to build relationships at all levels
• Fundamental understanding of design and digital marketing
• Ability to travel up to 25%, to include overnight travel for client meetings (when travel is safe again)
• Highly dependable, team-player, self-starter, high energy, positive attitude with good organization and time management skills
• Bachelor’s degree or equivalent experience

What we’re looking for from the heart:

• Passion, enthusiasm, energy, humor, team player mentality and the ability to convey this through communication and presentation skills.
• Intellectually curious; you want to understand everything about our customers & market opportunity.
• Comfortable working in a complex and constantly-evolving customer success environment to drive successful customer success outcomes, strengthen key client relations while handling multiple initiatives at once.

Key things to know

• We want you to start ASAP 
• Full-time position
• You will be serving clients in the Pacific Time Zone
• Working PST hours

Benefits

• Competitive Salary
• Stock options
• Premium health insurance
• 401K match
• Paid parental leave
• Unlimited vacation days
• Wellness Fridays (Half Day Fridays)
• Excellent gear (Macbook Air, external monitor, etc.)
• Stipend for the home office set up
• Growth and Learning opportunities within the company
• Virtual experiences in which Cerosians can collaborate, educate, and create social connections with one another

At Ceros, we are deeply committed to the recruitment, retention, and growth of diverse talent; uniting people from unique backgrounds in our shared passion for unlocking creativity through technology.

As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information.  We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.