Customer Success Manager

Ephox Corporation Denver , CO 80216

Posted 2 months ago

Our customers are builders, and they build great user experiences with the best tools available. Tiny offers a best-in-class rich text editor for those organizations looking to offer the best editing experience for their users. Tiny is looking for a dynamic and diligent individual with Customer Success Management or Account Management experience to provide world-class service and help keep the needs of our most valuable customers met. This individual will be responsible for retaining customers, negotiating renewals, and helping to resolve sensitive customer issues through relevant channels.

Our Customer Success team advises and guides our broad customer base as they map Tiny and our premium plug-ins to a wide array of use-cases, deployments, and projects. This Customer Success Manager will be a future leader of this team, and will help shape the focus and direction. You will ensure customers are optimized for their use-case through regular, impactful engagements focused on driving business and technical value. A key role of our Customer Success team is understanding our customer's businesses, their projects or products, and the seemingly unlimited configurations that can be used to deploy Tiny.

Responsibilities Include:

  • Actively manage a book of business to minimize churn, negotiate renewals, expand business where appropriate, and provide a level of technical and commercial value

  • Consult with support and product leaders to capture business problems, and unmet needs in the marketplace

  • Explore ways to optimize KPIs through experimentation and testing

  • Assess and surface at-risk customers, in addition to offering insight on how to mitigate lost business

  • Diligently stay in touch with all accounts and help create business standards to ensure on-going fidelity

  • Maintain a high level of professionalism, empathy, and business acumen while taking point on multiple conversations or opportunities

  • Diligently update progress and notes in our CRM

  • Enjoy problem solving to understand the gaps in a users complex workflow and provide recommendations

  • Prioritize key accounts based on likelihood to renew, opportunity for upsell, or risk for churn

  • Proactively engage in Strategic Business Reviews

  • Excellent presentation skills both virtually and in-person

About you

  • Collaborating pumps you up, and working with others to build processes and procedures excites you more than you're willing to admit

  • Proven track record of success

  • Chaos, while it may not be your preferred environment, doesn't faze you

  • Ability to connect with people, and actively listen before offering insight

  • Ability to manage several customers at different milestones in their lifecycle with Tiny

Required Skills/Experience

  • Bachelors Degree

  • 3+ years of experience managing a portfolio of customers, renewals, and mitigating churn

  • Understanding of SaaS and product development

  • Experience with Salesforce a plus

  • Excellent instincts and ability to interface at C-level with ease

  • Excellent communication, interpersonal skills, and writing skills

  • Empathy and ability to actively listen

  • Enthusiastic about technology and product development

  • Passionate about developer tools

  • Strong project management and organizational skills

  • Invested in helping people build the best products with the best rich text editing tool available

  • Willing and able to travel domestically up to 20%

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Customer Success Manager

Ephox Corporation