Job Description
Customer Success Manager
Remote, USA based
In this day and age, creating the optimal customer experience is the most influential focus of any business in any industry. That’s why at Jebbit, we’re focused not only on delivering that AMAZING customer experience to our own customers, but also building a platform that allows our customers around the world to do the same with their own Customer Relationships and Digital Experiences.
Description:
As a Customer Success Manager at Jebbit, you will quarterback and own the creation of value for your customers across the Customer Lifecycle. To do so, you’ll be expected to take a consultative and strategic approach with key stakeholders across your customer base. As a CSM, you will have the opportunity to work directly with your customers to develop unique solutions that leverage the power of Jebbit’s platform to deliver concrete business results. You will be responsible for working with key customer decision makers to develop a shared success plan and strategy, to drive clear value across the Lifecycle, to run effective Monthly Calls and QBRs, and to ultimately drive timely renewal. You will be responsible for your own cohort of customer relationships and will own Quarterly and Annual Renewal goals.
Responsibilities:
- Maintaining a customer first attitude focused on driving sustainable long term value and retention through the renewal cycle
- Executing scalable, efficient methods of value creation across the lifecycle. Your methods will evolve as our product and business evolve.
- Execute effective monthly calls and QBRs throughout the customer’s lifetime with Jebbit
- Manage and own the Renewal Process to drive timely and high rate renewals
- Build short and long-term success plans to guide customer’s success with the Jebbit platform. Understand Management-level initiatives and how Jebbit’s solutions map to those objectives
- Support customers with any mid-cycle contractual negotiations and billing queries they may have
- Own and nurture key stakeholder and executive relationships
- Manage internal communications to enable high quality value creation (support, onboarding, professional services, sales, product, marketing)
We’re Looking For People Who Have:
- Experienced: You have at least 3-5 years of account management and/or renewal experience. Experience with renewal process and/or background in software preferred
- Excellent Communicator: Clear and articulate communication skills with the ability to effectively communicate Jebbit’s value at both a macro and micro level
- Sales Acumen: Thorough understanding of an Enterprise organizations structure and contracting processes
- Marketing Savviness: High marketing strategy IQ and the ability to navigate large, complex marketing structures
- Problem Solver: Able to clearly identify a problem, propose a solution, and resolve the issue
- Determination: Willing to go the extra mile with a strong work ethic; self-directed and resourceful
- People Person: You have strong interpersonal skills and strive to maintain relationships with your customers and colleagues. You have a strong presence in meetings, on calls, etc.
- Adaptable: Adaptability and resilience to thrive amidst the frequent changes of a startup
- A True Team Player: You will need to work cross departmentally and be the voice of the customer. It is crucial you can lead others towards a common goal, strategize with senior leadership and build strong relationships with champions in accounts to ensure adoption and success with Jebbit
Compensation & Benefits:
Jebbit offers a competitive compensation package commensurate with anticipated duties and responsibilities. Customer Success Managers may also be offered a bonus structure based on performance relative to personal and/or team goals. Benefits include flexible vacation, 401k, medical, dental, and vision insurance, 12 weeks paid parental leave, and wellness stipend.
About us:
Jebbit is all about Culture Add, not Culture Fit. We know we serve our customers better when we involve as many different perspectives in our problem solving process as we can. Our team is made stronger by what makes you unique, so we hope you’ll bring your whole self to the job.
Jebbit is an equal opportunity employer and values diversity amongst our team. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.