Customer Success Manager - Further

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THE ROLE

The Customer Success Manager will play a critical role in the success and growth of FURTHER through the retention, expansion and growth of the existing customer base. Customers will sign, stay and grow with FURTHER not just because of the value that they get from the platform but because of how the FURTHER Customer Success team partners with their customers and serves as an extension of their teams. The Customer Success Managers at FURTHER will report to the Head of Customer Success and will work closely with the Support, Product and Sales teams.

The number one priority of a Further Customer Success Manager is customer retention,

and you will achieve this through the following areas:

• Customer service: this is a service-oriented role versus a quota-bearing one. Building and developing relationships with a variety of personas is a critical part of the job. You are savvy, caring, professional, and empathetic.
• Product expertise: as an expert in the Further platform, you are technically astute and create product-based solutions. You build trust and credibility with your customers and become the go-to person for all things Further.
• Consultative approach: you connect the dots between customer problems and technology solutions, and proactively strategize with your customers. You are curious, break down walls, work cross functionally to solve problems, and surface “what is possible”
• Experimentation and data analysis: you understand the power of data and iteration when driving high-level business outcomes. You don’t shy away from the unknown and demonstrate a propensity to act through experimentation and gain real world data versus theorizing and over-planning.
• Self-starter in a startup environment: you work well autonomously, and don’t need comprehensive support or infrastructure to learn, grow and thrive. You’re looking for opportunities to grow, and don’t hesitate to roll up your sleeves and make an impact by wearing multiple hats.

The Customer Success Manager reports to the Vice President, Customer Success, and will work cross-functionally with other customer-facing teams including Sales, Solutions Architects, and Customer Support.

WHAT YOU’LL OWN

• Own responsibility for retaining a book of business comprising of mostly segment-specific customers (enterprise or mid-market).
• Be the customer’s main point-of-contact and collaborate with internal stakeholders like Sales, Solutions Architect, and Customer Support.
• Collect and track customer-specific business goals and strategies, and provide expert guidance to customers how to drive results using Further’s platform and industry knowledge.
• Build a culture of continuous improvement through iterative, methodical product updates by using a data analysis and experimentation methodology.
• Deliver world class customer service through rapid communication, proactive and strategic consultation focused on customer needs, and creativity to do as much as possible for the customer while eliminating unnecessary communication.
• Serve as a product expert with an ability to drive feature activation by introducing new product capabilities, providing usage and configuration recommendations, and capturing feedback as feature or bug requests.
• Identify and highlight Further-specific successes customers achieve through the use of the Further platform.
• Lead prospects and customers through pilot programs of Further’s core products and new feature releases with a focus on speed and education.
• Partner with Sales to identify and execute on expansion opportunities, including upsells and cross-sells, by surfacing customer needs and aligning Further’s solutions to business objectives. There will be direct quotas around NRR growth so ability to co-sell with subject matter experts will be essential to success.
• Manage all aspects of the customer lifecycle and key data points including feature activations, internal architecture, communications, etc. in the Vitally.io http://Vitally.io customer success platform.
• Employ an accountability mindset for all responsibilities when working with, but not limited to, customers, other CSMs, and cross-functional partners.

WHAT YOU’LL BRING

• 5+ years working in a customer-facing role, such as Customer Success Manager, Customer Success Engineer, Solutions Architect, or Customer Support, in software
• Experience servicing mid-market and enterprise customer bases with a minimum ACV of $75K
• Experience understanding a software platform’s capabilities at a feature level including areas such as intended usage, configurability, best practices, and gotchas, as well as the ability to identify enhancements that would better serve customer’s needs or non-standard, novel uses
• Experience connecting high-level business goals and feature-level product capabilities to drive successful business outcomes and improve product adoption
• Experience analyzing data sets to assess performance over a period of time, draw accurate insights and findings, and communicate to technical and non-technical audiences. Pivot table familiarity in tools like Microsoft Excel or Google Sheets is required.
• Experience leveraging written and verbal communication skills like code switching to communicate and build relationships with technical and non-technical audiences.
• Experience applying a customer service mindset with a focus on always contributing business value in every interaction while reducing customer effort to deliver above-and-beyond experiences
• Experience applying a growth mindset that aims to consistently deliver results while also always seeking opportunities to improve or deliver more; focus areas of particular interest include customer value, product enhancements, and team collaboration.
• Experience dealing with change and on-going prioritization based on the changing needs of the customer base and team. Autonomously seek clarity where it doesn’t exist in a fast-paced environment that is common in rapidly growing, software startup companies.
• Strong storytelling and presentation skills with the ability to influence senior stakeholders by framing insights, wins, and recommendations in a compelling narrative.
• Confidence and executive presence in customer interactions, with the ability to build trust and guide conversations at multiple organizational levels.
• Limited travel (once every quarter or half year) for customer or company events
• Strong organizational skills and attention to detail

BONUS POINTS

• Experience with B2B or B2B2C SaaS products
• Experience servicing a vertical-specific product
• Experience as a Digital Marketer or working with Digital Marketers
• Experience working in an early stage (seed, Series A) software startup
• Experience with SQL
• Experience with data analytics platforms like Mixpanel, Amplitude, etc. or BI tools like Metabase, Tableau, etc.
• Familiarity with Senior Living, Healthcare, or Real Estate industries.
• Experience working in a fully remote work environment.