Customer Success Manager

About the position

Crayon is seeking a dynamic and motivated Customer Success Manager to join our team. The primary responsibility of this role is to help customers succeed with their competitive intelligence program and help them take their program from zero to one and/or from one to 100. The successful candidate will play a key role in building and enhancing customer relationships, ensuring customer satisfaction, and driving customer adoption and overall customer value. You’ll be responsible for enabling and managing customer accounts. You will build strong relationships, drive deep product adoption, and continuously guide customers toward successfully achieving their goals. You’ll proactively engage with customers in order to understand changes and updates to their needs, goals, and challenges and help them drive organizational impact with their Compete program. Through your work, you’ll grow adoption of Crayon across different teams and departments within an account. You’ll gather product feedback and recommendations from customers. You understand how customers can use the product and will help them incorporate it into their short and long-term strategies. You’ll own your book of business and be tasked with ensuring customer outcomes that will facilitate renewals. Work closely with customers to understand their needs and goals, and articulate the value proposition of our products or services to meet those requirements.

Responsibilities

• Help customers succeed with their competitive intelligence program.
• Build and enhance customer relationships.
• Ensure customer satisfaction and drive customer adoption.
• Enable and manage customer accounts.
• Drive deep product adoption and guide customers toward achieving their goals.
• Engage proactively with customers to understand their needs and challenges.
• Grow adoption of Crayon across different teams and departments.
• Gather product feedback and recommendations from customers.
• Help customers incorporate the product into their strategies.
• Own your book of business and ensure customer outcomes for renewals.
• Articulate the value proposition of products or services to meet customer requirements.

Requirements

• 3+ years of experience in Customer Success, Customer Onboarding/Implementation, or Account Management.
• Experience owning a book of business and driving renewals and adoption for a B2B SaaS company.
• Strong customer service mindset and love for working directly with customers.
• Ability to work hard, be highly motivated, and pay attention to details.
• Great communication skills and executive presence for engaging with executives.
• High emotional intelligence and ability to work in a team environment.

Nice-to-haves

• Experience in a competitive intelligence or analytics role.
• Familiarity with SaaS products and their implementation.
• Proven track record of driving customer success and satisfaction.

Benefits

• Competitive salary and commission.
• Equity options.
• Medical, dental, and vision insurance.
• 401k plan.
• Generous paid parental leave.
• Take-what-you-need paid time off.
• Inclusive company culture.