Senior Customer Success Manager

Catalyst Software

New York City, NY, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/14/2021
  • Website: catalyst.io
  • Company Address:

About Catalyst Software

Developer of an intuitive customer success platform designed for powerful customer management. The company's platform helps to find meeting notes, detailed communication timeline and customer data such as product adoption stats and communicates to entire cohorts of customers without the need for third-party marketing software, enabling companies to reduce churn and improve the customer experience.

Job Description

Catalyst is the world’s most intuitive Customer Success Platform (CSP), and was built by an experienced group of industry leaders. Our software integrates with the tools that CS teams are already using to provide one centralized view of customer data. Customer Success Managers can subsequently take the right actions to prevent churn, increase product adoption, and align the entire organization on a unified workflow to manage customers throughout their journey. Catalyst helps organizations turn Customer Success into a company-wide mission. 

 

Position Overview

The Senior Customer Success Manager role is an instrumental role in the long-term success of our business. You will be working with our Enterprise clients throughout their journey post-onboarding to ensure that they're obtaining full value from Catalyst aligned to their goals.

 

As an early CSM at Catalyst, your contributions to helping us build a foundation for the CSM motion provides you with the opportunity to have a significant impact beyond the traditional scope of a CSM role.

 

What You’ll Do

  • Form close relationships with our customers, including CSMs, Managers, Directors & VPs. Partner with customers to establish a mutually agreed-upon Success Plan, outlining the challenges they’re looking to solve for using Catalyst
  • Define, prescribe & drive action aligned to the execution of each customer’s above Success Plan. Proactively identify and mitigate risk in each customer’s ability to achieve their goals
  • Teach customers how to independently leverage product features, strengthening their knowledge & confidence in using the tool
  • Proactively pull, track, and analyze both quantitative and qualitative data to identify insights. Connect data to customer value and communicate a clear narrative that drives action back to your customers
  • Maintain routine monthly check-ins with customers, in addition to Quarterly Business Reviews
  • Partner internally with cross-functional teams such as Sales, Product, Engineering and Marketing. Convey  the voice of the customer internally in an effort to inform other functions on how best we can support and add value to our customers
  • Consistently put forward product enhancement recommendations based on personal experience & on insights gained from customers
  • Actively contribute to the analysis, planning and execution of CS processes to help us lay the foundation for the CSM function at Catalyst

 

What You’ll Need

  • Demonstrated experience in a consultative customer-facing role, ideally having managed enterprise-level accounts for 5+ years
  • Success in building and standardizing repeatable CSM processes & playbooks, & the desire to do so at Catalyst as we continue to scale
  • Exceptional ability to influence & drive action through others, coupled with the ability to be a proficient listener
  • Eagerness to learn, with the ability to receive and implement feedback quickly
  • Ability to think quickly on your feet and answer unexpected questions with ease
  • Discernible passion for Customer Success, and for creating memorable customer experiences

 

Why You’ll Love Working Here!

  • Highly competitive compensation package, including equity - everyone has a stake in our growth
  • Comprehensive benefits, including up to 100% paid medical, dental, & vision insurance coverage for you & your loved ones
  • Open vacation policy, encouraging you to take the time you need - we trust you to strike the right work/life balance
  • Annual education stipend, to ensure that you're continuously expanding your skill set
  • Monthly wellness stipend, to ensure that you’re taking care of both your physical & mental health
  • Monthly remote team-building events, including game nights, trivia, cooking/mixology classes, and more!

 

Catalyst is an equal opportunity employer, meaning that we do not discriminate based upon race, religion, national origin, gender identity, age, sexual orientation, or any other protected class. We believe that diversity is more than just good intentions, and we are committed to creating an inclusive environment for all employees.

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