Enterprise Customer Success Manager

Ceros

New York City, NY, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/01/2021
  • Website: ceros.com
  • Company Address: 151 W 25th St Floor 2, New York, NY, 10001

About Ceros

Ceros is a cloud-native content creation and distribution platform. Ceros provides brands and retailers with tools to create and distribute interactive content across desktop, mobile, and tablet devices instantaneously.

Job Description

Ceros is an experiential platform that empowers the creation of bespoke, immersive digital experiences without code. We’re passionate about helping companies transform their static digital content into engaging experiences. From custom microsites to immersive interactive webpages, you can build it with Ceros. Publish and update live content and instantly embed it into your site or social media platforms such as Pinterest or Snapchat. Join us and be part of the movement to enable everyone to create experiences that matter.

Our customers include some of the world’s leading brands, such as Mashable, Bloomberg, Red Bull, United Airlines, and AIG.

We are well-funded and institutionally-backed by prominent investors including Sumeru Equity Partners, Grotech Ventures, Greycroft, and Starvest Partners.

The Role

As an Enterprise Customer Success Manager, you will be a trusted advisor to major Enterprise customers, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle. You'll be responsible for understanding customer requirements, onboarding new customers, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction. You will work with our customer day to day counterparts to drive successful outcomes from a product adoption and usage perspective. Monitoring the health of customer relationships, you will predict and navigate customer challenges and offer solutions that drive satisfaction and ultimately lead to retention, and cross-sell/up-sell opportunities. 

Key Responsibilities 

  • Strengthen Enterprise client relationships health post-sale by deeply embedding yourself in their accounts to drive high engagement 
  • Constantly assess "health checks" for your customers to drive customer satisfaction (NPS), product adoption, onboarding, and identify further areas of education
  • Serve as a client advocate and work with the Account Lead and Strategic Account Executive to drive strong renewal rates, reduce churn, and generate higher wallet share 
  • Serve as the 'voice of the customer' and provide internal feedback on how we can better serve them to maximize customer value
  • Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
  • Collaborate with relevant ecosystem partners in professional services, customer support, or marketing organizations to ensure client success measures are met. 
  • Develop and execute strategic plans for internal stakeholders as well as quarterly business reviews
  • Bring value to clients beyond the technology through event promotion and sharing content program best practices 
  • Quickly identify accounts where usage is low, understand why and take action to increase adoption  

Practical stuff we anticipate you having:

  • 3+ years of customer success/account management experience, preferably in SaaS business environment
  • Experience balancing the needs of multiple stakeholders and working under tight time frames with resource constraints (3-5 years) 
  • Proven track record in a client-facing role, driving client engagement, handling difficult situations and challenges, and delivering exceptional client service
  • Demonstrates high degree of organization and proficiency leveraging internal systems 
  • Excellent communication skills and confidence to build relationships at all levels
  • Fundamental understanding of design and digital marketing
  • Ability to travel up to 25%, to include overnight travel for meetings
  • Highly dependable, team-player, self-starter, high energy, positive attitude with good organization and time management skills
  • Bachelor’s degree or equivalent experience

What we’re looking for from the heart:

  • Passion, enthusiasm, energy, humor, team player mentality and the ability to convey this through communication and presentation skills.
  • Intellectually curious; you want to understand everything about our customers & market opportunity.
  • Comfortable working in a complex and constantly-evolving customer success environment to drive successful customer success outcomes, strengthen key client relations while handling multiple initiatives at once.

Key things to know

  • We want you to start ASAP 
  • This is a full-time position
  • This is a remote first role with the ability to work on east coast time; travel periodically to our NY offices and visit clients

Benefits

  • Competitive salary
  • Stock options
  • Premium health insurance
  • Paid parental leave
  • Unlimited vacation days
  • Summer Fridays
  • Excellent gear (15” Macbook Pro, external monitor, etc.)
  • Virtual experiences in which Cerosians can collaborate, educate, and create social connections with one another

 

At Ceros, we are deeply committed to the recruitment, retention, and growth of diverse talent; uniting people from unique backgrounds in our shared passion for unlocking creativity through technology.

As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information.  We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.