Yembo is looking for a Customer Success Manager to work East Coast hours.
This person will think like an owner. You won’t just be “checking in” on accounts; you’ll be the commercial engine for our most strategic clients. You will own the strategy to turn complex enterprise accounts into long-term advocates, ensuring that Yembo is deeply embedded in their daily operations.
What You’ll Do:
● Drive Net Revenue Retention (NRR): You are responsible for the financial health of your book of business. You will identify expansion opportunities and navigate renewals with a focus on growth.
● Architect Value: Move beyond "usage metrics." You will define, track, and present hard ROI—showing VPs and C-Suite executives exactly how Yembo is saving them money and time.
● Operationalize Success: You aren't just following a playbook; you're building it. You’ll identify friction in the customer journey and work with Product and Sales to fix it.
● Strategic Turnarounds: You’ll step into accounts that are under-utilizing the platform and use discovery and influence to pivot them back to success.
● Voice of the Market: Act as a bridge between our users and our AI engineers to ensure our roadmap stays ahead of industry needs.
Who We’re Looking For:
● Experience & Drive: You possess a minimum of 2-4 years of customer success experience within a high-growth SaaS setting. Beyond simply seeking a role, you are driven by a desire to significantly impact and shape the industry.
● Business Acumen: You recognize that customer success is a dual outcome: the customer must realize value, and Yembo must achieve growth. Therefore, you are adept at engaging in discussions regarding ROI, budgets, and opportunities for expansion.
● Executive Presence: You lead QBRs with confidence, translate technical value into business outcomes, and handle objections with data-backed responses.
● Change Management: You guide customers from hesitation to advocacy, turning "we've always done it this way" into genuine platform adoption.
● Strong Communicator: You can explain technical concepts to non-technical audiences and run effective customer meetings.
● Startup Mentality: You're energized by building processes, not just following them. Ambiguity doesn't slow you down.
● Comfortable with Data: You use Salesforce/HubSpot daily and can pull reports to tell the story of your accounts.
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