SMB Customer Success Manager (Americas)

Join our SMB Customer Success Team as a Customer Success Manager for the Americas. In this mid-level role, you will create onboarding materials, assist customers via email and calls, and take ownership of medium and large projects. You will be the main point of contact for a book of customers and will work on projects that improve our team's operations. Benefits include a monthly education budget, unlimited PTO, fully paid family leave, a 10-year exercise window for stock options, and a generous equipment and office furniture budget.

• Créer des matériaux d'intégration de haute qualité, de la documentation et des webinaires qui permettent à nos clients de se lancer de manière autonome.
• Prendre en charge un portefeuille de clients en tant que principal point de contact et gérer les projets qui sont essentiels aux opérations de notre équipe.
• Identifier les problèmes, cartographier plusieurs voies à suivre et prendre des mesures basées sur une réflexion principielle.

• You’re skilled at defining the scope of problems and creating comprehensive solutions independently and collaboratively. With a complex product comes complex problems - you are excellent at identifying an issue, mapping multiple paths forward, and taking action based on principled thinking
• You have 2+ years of customer-facing experience supporting a complex and rapidly evolving product (for complexity, think tools like Zapier, HubSpot, and Acuity Scheduling)
• You have strong written and verbal communication skills. You effectively communicate with diverse user groups, whether partnering with an experienced TA leader developing the recruiting function at a Series A startup or instructing individuals who are new to recruiting SaaS tools
• You possess keen attention to detail, ensuring your email and live responses are thorough, clear, and empathetic along the way. Solving the problem is sometimes only half the battle - you are gifted in extracting only the necessary details that our customers or our team members need to solve a problem
• You are curious—both in addressing customers and creating solutions that improve our workflows. You seek the answers beyond what’s on the surface. Sometimes an answer to a problem may not be obvious at surface level, but you enjoy digging into customer use cases to learn more about their process so you can suggest the best path(s) forward
• You enjoy becoming a subject matter and product expert to help deliver excellent experiences when assisting our customers in solving complex challenges. Oftentimes, there will be multiple solutions to any given challenge and you enjoy getting in the weeds with customers to figure out what exactly they need to suggest the best path forward