Description
Customer Success Manager
Application Deadline: 21 January 2025
Department: Customer Success
Employment Type: Full Time
Location: Detroit [Remote]
Compensation: $60,000 - $75,000 Base, $72,000 - $90,000 OTE
Description
Waymark is searching for an effective communicator with a great work ethic to join our tight-knit Customer Success team.
We’re building a cutting-edge, AI-powered video generator and work with household names across industries. As a Customer Success Manager, you’ll serve as the primary point of contact delivering solutions for these customers. You’ll build close, long-lasting, relationships with your contacts, while ensuring the highest level of satisfaction for every customer.
Not only will you be a key part of our team - you’ll also collaborate with the rest of the Waymark by generating case studies and testimonials, assisting in customer data analysis, communicating product ideas, and identifying industry trends.
We’re building a cutting-edge, AI-powered video generator and work with household names across industries. As a Customer Success Manager, you’ll serve as the primary point of contact delivering solutions for these customers. You’ll build close, long-lasting, relationships with your contacts, while ensuring the highest level of satisfaction for every customer.
Not only will you be a key part of our team - you’ll also collaborate with the rest of the Waymark by generating case studies and testimonials, assisting in customer data analysis, communicating product ideas, and identifying industry trends.
Your Responsibilities
- Report directly to Customer Success Leadership
- Communicate with customers to understand their needs and build trust
- Collaborate with all internal departments (Sales, Marketing, Creative, Product & Engineering)
- Working in partnership with our Product Adoption team, who are responsible for training; this role will be more focused on the strategic side of Customer Success and partnership growth
- Meet account KPIs and establish plans to achieve these targets with the customer
- Collect and analyze data to learn more about customer needs and help identify creative and product opportunities
- Conduct strategy meetings with client leadership to understand, plan, and execute various product adoption tactics
- Respond to questions, feedback or complaints with a sense of urgency and prevent repeat issues by improving processes
- Act as a customer advocate with a focus on improving the customer experience
Requirements for this Role
- 3-4 years of B2B Customer Success/Account Management experience
- Track record of customer satisfaction while managing a book of business $1M+ ARR
- Proficient navigating CRM and CSP tools, Hubspot and Vitality experience preferred
- Excellent communication skills, both verbal and written
- Fast learner with the ability to take direction and improve upon it
- Positive person who enjoys meeting new people and building relationships
- Ability to collect, track, and analyze large amounts of data
The Perks
- Medical, dental, vision, and life insurance with 100% of your premium covered
- HSA options + company contribution
- 401k with company match
- Unlimited vacation days
- Generous parental leave policy
- All-year summer Fridays
- Fully remote
- Annual stipend for your at-home work setup
- Weekly lunch stipend to support a minority-owned business
- Monthly wellness stipend
- Professional development time and budget
