Customer Success Manager

  • Customer Success
  • St. Louis, United States

Customer Success Manager

Job description

Customer Success Manager

at Capacity (View all jobs) Remote - US


Who we are

Our mission at Capacity is to help teams do their best work through our AI-powered support automation platform. Capacity provides everything you need to automate support and business processes in one powerful platform.

In order to help all teams do their best work, we need our Capacity team to be a reflection of the workforce. We believe that each individual voice, perspective and background brings inherent value to enhance our product, serve our customers and generate more ideas to solve complex problems.

It’s an exciting time to join Capacity. Our company is growing rapidly: we have experienced a 150% year-over-year revenue growth. Capacity has raised a total of $56 million dollars from individual investors, giving us the opportunity to make ambitious investments in our team and big bets on our future. Our total addressable market is infinite. Any company that relies on shared knowledge and bottomless documentation, desires data automation and reporting, or needs to streamline information and processes is an opportunity for Capacity to shine. By continuing to hire smart and humble teammates all over the country, we have the opportunity to see Capacity become a premier brand enterprise SaaS.


A small enthusiastic team with a big company payoff

The Customer Success team is looking for its next Customer Success Manager. (CSM) You will be responsible for managing customer relationships, implementation milestones, and overall customer health. The CSM will take customers from contract signature, through implementation and launch, and help secure the renewal down the road.

We are on the lookout for a consistently positive attitude, strong understanding of processes, the ability to think critically and independently, and a desire to work as part of a team. Most accounts we target are mid-tier enterprise accounts in Financial/Banking Services with newer prospects being in, but not limited to, Healthcare, Education, and Tech.


Goal of this job

You will focus the majority of your time with our customers, ensuring they have an excellent onboarding, adoption and ongoing experience with Capacity.


Why this job is exciting

As a Customer Success Manager, you will be on the front-lines with customers solving their business problems, gathering critical feedback that will drive the feature set of the Capacity Platform, and ensuring they get the most value possible out of their Capacity engagement. Our business is growing exponentially and we strive to make Capacity a place where exceptional talent thrives. You have the opportunity to have an impact on both our bottom line as well as our internal growth.

At the onset of your tenure here, you will:

  • Learn the capabilities of the Capacity Platform and the use cases of our customers.

  • Meet and shadow current members of the team.

  • Learn how to run implementation sessions for new customers.

  • Manage communication for the customers you are shadowing with the support of a fellow Customer Success Manager.

  • Meet department heads in Product, Engineering, Sales, Business Intelligence, and Marketing to get familiar with the role they play in helping you throughout the Customer Journey.


Within three months, you will…

  • Understand how transformative Capacity is and can be to our prospects and customers.

  • Run implementation sessions with new customers.

  • Be assigned your own customers and drive them forward to their next step in the customer journey.

  • Be a regular user and champion of our product. Link it, break it, connect it, build it.

  • Be a product expert and feel comfortable demoing the varying product lines.

  • Add value to Customer Success conversations about best practices and processes as we continue to scale.


Within six months, you will…

  • Thrive throughout the full customer journey for your assigned customers.

  • Collaborate with cross functional teams to successfully drive technically complex Enterprise deals to success.

  • Deliver customer feedback to our teammates and continually help internal teams see how our whole product is solving unique customer problems.


Within one year, you will…

  • Be considered a top performer by consistently delivering for happy customers, finding upsell opportunities, and renewing their contracts.

  • Set an example for new Customer Success team members, assist in training, onboarding and motivating.

  • Contribute to strategic initiatives as we continue to grow and evolve.

Requirements

About You

You are a results-oriented, motivated, and strategic thinker who has a passion for all things customer. You are laser focused on solving problems while maintaining relationships. You will play a pivotal role in helping us achieve our goals by delivering a top notch product with white glove service. You love learning new things, are excited to mentor and coach younger CSMs, and enjoy working on a tight-knit team.


Qualifications

  • 4+ years in Account Management, Implementation or Customer Success within a SaaS organization

  • Proven track record of customer retention

  • Experience in managing accounts with ACV>$100K.

  • Ability to drive projects forward

  • Ability to break down a complex product and train customers to use it

  • Problem solving mindset


Bonus if you have:

  • Experience in owning portions of solutions consulting

  • Proficiency with workflows and support automation tools

  • Experience with complex multi-year contracts

  • Industry knowledge of mortgage and title, healthcare, financial services/banking, insurance, or higher education.


Interview Process (~4 HOURS)

You apply

[30 min] High level screen with Kate Bell, Talent Acquisition

[30 min] Deep dive of your resume with VP of CS, Sammie Stephens & CSM, Dana Ivancic

[~90 mins] Capacity take home exercise

[~20 min] Predictive Index Assessments

[45 min] Peer interview with current CSMs. Have your questions ready!

[30 min] Interview with David Karandish, founder and CEO of Capacity

References and offer!


Still unsure?

At Capacity we value more than just hard skills. Our goal is to build a holistic and diverse team. If you aren’t sure if you qualify, just apply! We will carefully consider your application and are always grateful for any time and effort invested in Capacity.


But wait, there’s more!

At Capacity we believe in more than just building amazing products and helping our customers. Although we are now a remote workforce, we remember the neighborhood where we started. We still strive to elevate our community by furthering access to education and careers in the tech space. Our sister company, Create A Loop, brings rigorous computer science courses to underserved communities with little to no access to formal computer science education. There are many opportunities for our Capacity team members to serve and educate our Create A Loop students throughout the year.


What is compensation like at Capacity?

  • Depending on background $70,000 - $80,000 base

  • We offer fully funded medical premiums for each full-time team member and their dependents.

  • Profit Interest Units

  • Generous Parental Leave policy

  • Minimum PTO requirements

  • 401K

  • Short Term Disability

  • Flexible work environment