Senior Customer Success Manager at Catalyst Software

| Greater NYC Area | Remote
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Catalyst 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 5+ 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 up to 100% paid medical, dental, & vision insurance coverage for you & your loved ones
  • Open 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, trivia, cooking/mixology classes, 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's office is conveniently located in the heart of Chelsea. However, we also believe that the future of work is distributed, and we provide employees with the flexibility to work from wherever they are most comfortable (within either the US or Canada).

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

VP of People & Places

What's the biggest problem your team is solving?

The most joy I get from Sales is being able to help someone overcome a challenge, & that’s what we’re doing for companies. Many of them need a streamlined way to manage their customers. They may have a process, but it’s inefficient. They may have a health score, but it’s not data-driven. Offering a solution that solves for this is very fulfilling.

Wes

Sales Development Representative

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

-Monthly AMA: A forum where the team can ask me anything, personal or professional. Nothing is off-limits!
-1:1s every 60 days (min): Dedicated 1:1 time for IC’s + me to build deeper personal relationships
-“Anytime you need” policy: The team knows that I am ALWAYS here to help; I welcome the opportunity to connect with them outside of the above

Syd

Head of Customer Success

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

Manager, Recruiting

What are Catalyst Software Perks + Benefits

Catalyst Software Benefits Overview

Catalyst Software is an organization that truly cares about its employees. The founders made an investment early on by hiring a VP of People to ensure an exceptional employee experience is built into the organization from the start. We have career ladders, feedback cycles, monthly all-hands meetings, weekly shoutouts, and a staff that genuinely likes to work together. Employees enjoy free lunch, stipends for investing in personal growth, free health insurance for themselves and their dependents, game nights, social outings, regular mental health days, and so much more. All team members have the opportunity to speak candidly about successes and failures and shout out one another in our weekly “Be Raw” meetings. Our leadership team strives to continue building a diverse and inclusive workplace, and for all employees to have a healthy work-life balance, to feel included in the growth of the company, and for company-wide transparency through that growth. We believe in our product and support each other in an effort to continuously improve and be better.

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
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Unconscious bias training
Mean gender pay gap below 10%
Diversity Employee Resource Groups
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
401(K)
Company Equity
Employee Stock Purchase Plan
Match charitable contributions
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
Adoption Assistance
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
Generous PTO
Sabbatical
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!
Free Daily Meals
In-office catered or delivered lunch provided daily.
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
While we are all working remotely, a credit is provided for virtual team lunch on Tuesdays.
Happy Hours
Happy hours are both planned and can happen whenever 3 people decide to hang!
Recreational Clubs
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
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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