Customer Success Manager Strategic

About Heap

Heap offers a smarter way to build digital products. With comprehensive data collection and structured processes, Heap helps Product Managers understand their users, make data-driven decisions, and craft delightful digital experiences. We enable customers like Twilio, Casper, and WeWork to understand their millionth customer as well as they understood their first. Check out how we help our customers win!

As a member of our Customer Success team, you will build lasting relationships with our most important clients from successful launches to identification of new use cases, and ongoing strategic support that increases satisfaction, maximizes the Heap experience and ultimately drives revenue retention and growth. We win when our customers win.

Responsibilities and Objectives:

• Constantly iterate on our process.
• Own the entire customer journey.
• Achieve operational excellence.
• Own leading and lagging indicators of success.
• Form close relationships with our customers.
• Deliver business value.
• Become knowledgeable about product analytics.
• Expand existing customers.
• Advocate for the best customer experience.

Minimum Requirements:

• Ability to sell and support customer base - Travel up to 50% of the time
• Proven track record of leading customer engagements with B2B or B2C enterprise customers, driving accountability for mutual success defined as increased adoption, customer value realization, and contract value growth on both upsells and renewals
• Diplomacy, tact, and poise under pressure when working through customer issues
• Proven ability to engage effectively with diverse stakeholder groups within large enterprises, including end users and C-level executives, on both technical and business topics of Force Management’s Command of the Message Framework, MEDDIC, and other common go-to-market frameworks.
• Excellent verbal and written communication skills including demonstrated effectiveness at preparing, orchestrating and leading quarterly and executive business reviews
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
• Bachelor’s Degree (Bonus: computer science or advanced degree)
• Experience with CS and CRM tools (Salesforce, Gainsight, etc.)
• Outstanding organizational and project management skills, and the ability to manage multiple tasks and requests
• Proven ability to build and nurture relationships with senior executives of large enterprises
• Experience in a consultative, customer facing role (management consulting, account management, customer success management, etc.) with an enterprise software or SaaS organization

People are what make Heap awesome. Regardless of age, education, ethnicity, gender, sexual orientation, or any personal characteristics, we want everyone to feel welcome. We are committed to building a diverse and inclusive equal opportunity workplace everyone can call home.

Heap has raised $205M in funding from NEA, Y Combinator, Menlo Ventures, SVAngel, Sam Altman, Garry Tan, Alexis Ohanian, Harj Taggar, Ram Shriram, and others. We offer plenty of awesome benefits, and we were named #1 on Glassdoor’s Best Places to Work (SMB). We'd love to hear from you!