Customer Success Manager Jobs

Who You Are

You have Heart for Service

We provide extraordinary service to our customers, coworkers, and our community by going out of our way to appreciate and support them.

You are Curious

We create products that help our customers listen and be curious, and we ourselves are curious. We strive to understand our customers' business problems and the solutions delivered with our software.

You Find a Way

We help our customers and employees succeed by finding solutions to their problems. We have a can-do attitude and we do what we say we will do.

What You Will Do

As our customer base grows we need to grow our Customer Success team. This team is a cultural touchstone for the company. Everything we are building is focused on fostering great customer relationships, so our Customer Success team must be absolutely world-class. You'll join a team that routinely consults the Fortune 500 on mobile and communications strategies and works closely with the world's best mobile teams to onboard and manage their Alchemer Mobile account. If a high level of responsibility, an infinite amount of patience and incredible attention to detail are qualities you possess, we would love to speak with you.

What You Bring to This Role

• Competent with numbers, technical facts, and fluid product environments
• Adept at problem-solving and answering technical and non-technical questions given limited information
• Capable of communicating with multiple team members collaboratively
• Very high attention to detail and expert project management skills
• Able to remain positive in the face of criticism and frustration
• Minimum 3 years of client-facing experience with Enterprise-level customers
• Analytical and creative thinker; able to use abstract data to disseminate best practices to customers
• Incredible clarity of written communication
• Self-motivated and driven by customer outcomes
• Ability to instruct and train, conveying concepts and details in a manner they can interpret, communicating to the level of the audience, and taking the time to check each customer's level of understanding.

How You Will Spend Your Days

• Working with customers to establish and achieve short and long-term performance goals
• Provide consultation on mobile communication strategies and practices
• Deliver in-depth business reviews to various customer stakeholders
• Expose customers to new features and ensure the adoption of new Apptentive by Alchemer products
• Occasional travel to customers sites throughout the US and Europe (1-2 trips per quarter expected)
• Provide additional data analysis (with the assistance of our Data Analyst team members)
• Work closely with sales to secure customer renewals, cross-sells, and up-sells
• Inform product decisions through customer conversations and requests

Compensation for this position includes an annual base salary of $70,000- 90,000, annual commission potential of up to $10,000, and eligibility to partake in the Employee Participation Unit program.

Alchemer provides a rich benefits package that includes health and disability coverages, an incredible 401(k) option that includes a per-payroll match and immediate vesting, unlimited time off and 12 paid company holidays.

Alchemer is taking applications for this position from candidates who are legally authorized to work in the US and do not require now, or in the future, immigration sponsorship for work authorization.

At Alchemer, we're committed to attracting, developing, and promoting a diverse workforce, and infusing DEI throughout all of our internal practices. By ensuring that everyone is able to bring a diversity of talents to work, we're increasingly capable of living out our mission in helping our clients. We encourage people from underrepresented backgrounds and all walks of life to apply.

Don't meet all the requirements? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification listed. Don't let that stop you! We encourage you to apply if you have some of the requirements listed. You may bring qualities that we're looking for in other areas. Building a diverse, inclusive, and customer centric workplace is important to us at Alchemer. If you're excited about this role and your experience doesn't perfectly align, we encourage you to apply anyway. Let's talk!