Manager Of Client Success

About the Role:

As the Manager of Client Success at WithMe, you will oversee all core post-sale functions of the operation, including onboarding, support, account management, retention, and expansion. Your main responsibilities will include:

• Consistently selling customers on expansions to longer-term deals
• Sustainably increasing usage & adoption
• Improving internal processes between Client Success, Sales, Product, and Engineering
• Facilitating referral & reference programs
• Measurably reducing time to value and time to launch via improvements in onboarding
• Measurably increasing customer satisfaction and NPS at different points in the customer lifecycle

Day to day, you will:

• Shadow calls with Client Success Managers to provide guidance and coaching
• Proactively track account health metrics, including NPS and usage, to identify and mitigate retention risk
• Oversee the operations of a team of 2 Client Success Managers and growing, with plans to manage more direct reports in the near term
• Manage team meetings and trainings
• Onboard new hires and ensure maximization of employee satisfaction
• Oversee retention and renewals, including serving as a point of escalation for at-risk customers
• Manage your own book of business, including an onboarding pipeline of new accounts
• Implement and manage new Customer Success systems
• Work with the Product and Engineering teams to incorporate customer feedback into roadmap and drive prompt resolutions on priority issues

This role reports directly to the Director of Operations, but has constant touchpoints with other department leaders. This role can grow into a Director-level position when done well.

Qualifications:

• Ability to prioritize and effectively escalate issues as needed while understanding the impact on the overall business
• 2+ years of experience leading a Customer Success function, ideally including direct reports
• Ability to project manage multiple customers while also leading a team
• Exceptional relationship-building skills and the ability to manage retention of high-value accounts
• Experience overseeing onboarding, account management, retention, and support
• Experience handling Customer Success KPIs
• Experience implementing Customer Success tools and an operational infrastructure that facilitates scale
• Experience in a fast-paced, B2B startup environment
• Sales, renewal, or upsell background is a significant plus

The Perks & Benefits:

By working at WithMe, Inc., you’ll be at the forefront of scaling a high-growth, early-stage company that's driving innovation.

• You’ll get some skin in the game with employee equity
• There are fun and inspiring in-person team events
• We stand behind our core values: Performance, Customer Obsession, Candor & Transparency, and Respect
• This role offers a 100% remote work environment
• You’ll have a collaborative, smart, and forward-thinking team to share ideas with
• You’ll have a direct, meaningful impact as we scale
• The compensation range for this position is $85,000 - $95,000 base plus bonus
• There’s transparent communication from the top down

And we’ve got you covered on all of the most important benefits:

• Company stock options
• Comprehensive health, dental, and vision coverage
• Unlimited vacation PTO for full-time salaried employees and a competitive PTO policy for hourly employees.
• Short/long-term disability
• 401k with match
• FSA and HSA accounts
• Annual training and tuition allowance

Exciting challenges lie ahead. Join us. Let’s get to work!

About WithMe, Inc.

WithMe, Inc. delivers convenient technology-powered solutions to clients and their guests, everywhere. At the forefront of innovation, we’re a remote-first company that emphasizes a healthy work/life balance to let you do your best work with us. We are profitable, rapidly growing, operating in all 50 states, and ranked as one of the fastest-growing private companies in the United States in the Inc. 5000 list, two years in a row. Watch our Employee Video to learn more about working at WithMe, Inc.

Meet our brands:

PrintWithMe makes printing convenient for everyone, everywhere. We’re an automated printing solution found nationwide in coffee shops, co-working spaces, and multifamily apartment building locations.

SipWithMe is a specialty coffee made simple. Our mission is to provide an innovative and cost-effective automated coffee solution for multifamily, coworking, and other business verticals.

WithMe, Inc. is actively scaling with many of the National Multifamily Housing Council Top 50 managers and owners in the country, including Lincoln Property Company, Greystar, Fairfield, Avenue5, and many others.

WithMe, Inc. firmly believes in the importance of diversity and cares deeply about creating a more equitable world. We are an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sexual orientation, gender, gender identity, national origin, protected veteran status, disability status, or any other protected status under applicable laws.