Merge Dev New York City , NY 10008
Posted 4 weeks ago
Merge is looking for a Customer Success Manager to help lay the foundations for repeatable and consistent revenue growth. You should be driven, adaptable to change and creative as you help us test out new ideas and find what works in the pursuit of building a truly customer-centric process. This is a fantastic opportunity to play a key role in an organization that cares deeply about delivering an exceptional customer experience.
What you will do:
In the role, you will work directly with technical stakeholders at our customers to escalate and resolve issues and challenges swiftly and effectively
You will manage our customers' post-sales journey from onboarding to renewal and collaborate with sales and technical services to ensure customers are adopting Merge and that we are properly supporting their use cases
The expectation will be to manage 40-50 commercial customers
Your goal will be to ensure customer satisfaction as a whole, enhance customer experience working with Merge, and play a key part in supporting customer contract renewals
The ideal candidate will have:
A minimum of 4+ years of experience working in a Customer Success or Account Management function for software products.
A background and passion for advocating on behalf of your customers - this role should act as an extension of our customers' team within Merge
The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, etc.
An entrepreneurial mindset - this is a new team at Merge where you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve this customer segment
Team player and passion for collaboration
Compensation:
Benefits
Unlimited PTO + 10 company holidays
Pre-Tax commuter benefits
100% covered health, vision, and dental insurance
401K Plan
$200 one-time home office stipend
In office snacks and free dinner when working past 7pm
Merge Dev