Customer Success Manager

Stream is looking for a Customer Success Manager to join our growing Customer Success team.

Responsibilities:

• Own the post-sales customer journey of our Enterprise Customer segment for your book of accounts

• Coordinate and run onboarding sessions with product and engineering teams

• Manage releases and go-lives of our customers using our products and ensure smooth deployments 

• Use product knowledge to drive adoption of the features and challenge accounts with lower adoption to lower contraction and churn risks

• Hold Strategic Business Reviews with your largest customers

• Continually monitor the health of your book of business using our CSMP

• Own the data hygiene of your accounts and their paperwork in our systems

• Run the renewal cycles with your book of accounts, negotiate contracts, and partner with the accounts team for cross-sell and upsell opportunities.

The ideal candidate for this position is someone who enjoys being customer-facing and gets job satisfaction from solving business-related problems with great products.

• Have 3+ years of experience as an account manager or CSM

• Are not afraid to challenge the status quo of a workflow to define new best practices

• Are able to grasp technical products and concepts quickly

• Understand how to guage the value a product provides to a problem

• Work seamlessly across departments - product, support, engineering, sales, and finance

Bonus Points:

• You have experience working with a high growth SaaS startup

• Have engineering experience (JavaScript, Ruby, Python, etc) 

• Are proficient in using Salesforce, Hubspot, a CSMP (such as ChurnZero, Vitally, Gainsight)

Stream has a casual, social, and spirited culture. We are talented, highly technical, and collaborative which makes Stream a great place to learn and improve your skills. Our team is forward-thinking and diverse and we all have different backgrounds which lends to our creativity and innovation. With offices in Boulder and Amsterdam, our employees represent 15 countries, 11 languages, and counting.

Our team is passionate about tackling difficult tech problems at scale by creating reusable components that allow product owners to ship apps faster, more securely, and with a better user experience. Our culture is oriented towards ownership and quality; Our goal is to produce deliverable software.

• History of success. From Amsterdam to Boulder and Techstars in-between, Stream has raised over $58.25M to build the best Chat Messaging & Activity Feed infrastructure available, with best-in-class support.

• Freedom and endless growth opportunities. As a rapidly growing startup (since 2020 we have gone from 30 to 150 employees), Stream gives you unique personal and professional growth opportunities. The opportunity of true ownership and accountability has a massive impact on your career. These are the things you can rarely experience in huge corporations.

• Be on the front line of progress and innovation. While working with cutting-edge technology, we are passionate about tackling difficult tech problems at scale and creating reusable components for them, empowering engineering teams to ship apps faster, more securely, and with a better user experience.

• They believe in us: Stream is backed by leading VC companies (Felicis Ventures, GGV Capital, 01.Advisors, Techstars, Arthur Ventures), including backers like Dick Costolo (01 Advisors, ex-CEO of Twitter), Olivier Pomel (CEO of Datadog), Tom Preston-Werner (Co-Founder of GitHub), Nicolas Dessaigne (Co-Founder of Algolia), Johnny Boufarhat (Founder and CEO of Hopin).

• 19+ days of paid time off plus 10 paid holidays

• Remote work flexibility

• Free health insurance for the employee and a discounted rate for dependents

• 401k contribution plan with 4% match

• Fitness stipend

• Company equity

• Dog-friendly office!

• A Macbook Pro provided

• A Learning and Development budget

• Team lunches and plenty of snacks

• RTD pass + free parking pass on Pearl Street

• An office on Pearl Street in downtown Boulder

• 12 weeks paid parental leave for primary parents

• The opportunity to attend or present to global conferences and meetups

• The possibility to visit our office in Amsterdam

Salary (for Colorado only): Our salary ranges are based on national averages. We have wide ranges so we can be flexible and determine compensation based on a number of factors including the candidate's skills, level of experience, and location (which can be in the US or a remote location that aligns with a US time zone). For Colorado-based candidates, the salary range for this position is an OTE of $90,000-115,000. Compensation at all other locations will be based on the factors as stated above.

Stream provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

• Stream has a casual social culture, our team is diverse and we all have different backgrounds. Now, Stream is a team of over 140+ peers from over 35 countries across the globe.

• We value transparency, aim for excellence, and support each other on our way to new victories.

• Our team consists of the strongest talents all over the world, which makes Stream a great place to learn and improve your skills.

• When it comes to software engineering our culture is oriented towards ownership and quality: our goal is to deliver stable software.

• If you are interested in becoming a part of what we do, apply now!

Stream provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

No recruiters/agencies please

Hybrid office policy: applicants based (or relocating to) one of our office locations are expected to work according to the applicable local office attendance policy.

Equal opportunity employer statement: Stream provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Note for external recruiters: We currently have this role covered and do not accept unsolicited agency resumes. We are not responsible for any fees related to unsolicited resumes.