Customer Success Manager

As a Customer Success Manager, you will grow our business by guiding our largest enterprise accounts to achieve valuable business outcomes. You will be responsible for creating an exceptional customer experience and ensuring that customers achieve valuable business outcomes such as production quality content development as well as operational efficiency from streamlined workflows.

Key Responsibilities: 

• Maintain deep customer expertise, be their change management partner, and become an extension of their marketing teams
• Manage a diverse set of customer stakeholders and orchestrate the project management for key deliverables to accelerate time to value. 
• Deploy Typeface across the enterprise with an implementation and roll out plan that maximizes adoption and in turn revenue growth potential
• Own Typeface’s platform adoption KPIs across your customers 
• Build scalable processes for CMSs to identify customer needs and execute playbooks that drive measurable business outcomes
• Motivate, inspire and teach our customers how Typeface can add value to their mission critical initiatives
• Collaborate with Sales on large-scale enterprise renewals in your portfolio
• Collaborate with Product team on how to improve the product to meet customer needs
• Opportunity to work closely with the product team to ensure the product roadmap aligns with critical customer needs
• Serve as customer liaison to product development cycles and innovation
• Become a GenAI expert through demo, enablement sessions and driving project execution with global enterprise customers 

Qualifications: 

• 5+ years experience in SaaS Customer Success with enterprise customers
• Experience in driving client focused transformational change management 
• Experience consulting with a diversity of customer industries and engagement levels 
• Track record of customer onboarding and strategies to drive adoption 
• Ability to manage and interpret customer behavior through metrics and CRM data
• A keen understanding of how large enterprises work and behave
• Create and roll out playbooks to drive platform adoption and transformational workflow change management 
• Demonstrated success in growing long term customer relationships
• The ability to drive clear strategic direction and execution plans for enterprise level customers 
• Ability to switch contexts, from emails to demos to internal meetings and go deep on your understanding of the technical capabilities of our product
• An undying concern and sense of urgency about new, better ways to solve problems
• A willingness to contribute to our customer success and share your expertise with others 
• Flexibility to work across different time zones (customers, teammates)

Base Salary

The OTE compensation range for this role is $170,000-$210,000. Actual compensation may vary based on level, experience, and skillset as assessed in the interview process.