Backbone is a product development platform that empowers brands to make products smarter, faster, and at scale. Our Mission is to power the world's direct-to-consumer economy. Driving innovation and creativity, increasing speed to market and ensuring products are driving revenue.

Our Client Success team acts as trusted advisors and advocates, driving adoption and value through every interaction with our company. We’re looking for a curious, driven, and the deeply solution-oriented individual who will remove barriers to client retention, work closely with clients to discover their business needs and challenges, and then guide them on the best ways to solve them.

You’ll collaborate with the broader Client Success team, as well as Sales and Marketing, to deliver a high-value experience from point of sale through renewal and expansion. Adopting our “land and expand” mentality you’ll closely track and measure KPIs around client’s health, adoption and performance. Not only to mitigate churn but to identify opportunities to deliver more value to our clients and ultimately drive revenue for the business. This is a demanding role that requires strong leadership, priority management, and interpersonal skills. Our Client’s Success is Our Success!

Backbone has a positive, diverse, and supportive culture—we look for people who are curious, inventive, and work to be a little better every single day. In our work together we aim to be smart, humble, hardworking, and, above all, collaborative. We have a fun and fast-growing team based out of Boulder, CO, and are looking for energetic and experienced team members to help us grow.

We hope you’ll join us!

What You’ll Do:

• Own the client lifecycle, from post onboarding through adoption, renewal and expansion
• Drive adoption using solution-based adoption journeys and actively engage with key decision-makers to identify business requirements and uncover roadblocks to ensure they’re getting the maximum value out of Backbone
• Become a Backbone product expert so you can effectively coach our clients on best practices so they become increasingly self-sufficient
• Lead with empathy and authority. Establish trusted/strategic advisor relationships and provide guidance through a solution-focused lens, maintaining high levels of engagement and adoption
• Actively track and measure client health KPIs. Identifying areas where intervention is needed and actively pursuing a solution
• Drive customer advocacy in the form of references, referrals, and case studies
• Own, drive and lead the renewals process. Maintain and report an accurate rolling 90-day forecast, with a goal of exceeding 100% net revenue retention
• Work closely with our Onboarding team to discover and identify upsell/cross-sell opportunities throughout the onboarding and adoption cycles to maximize growth
• Collaborate with our VP of Client Success on strategies for organic growth and identify where support is needed
• Identify and communicate risk clearly and take the lead in developing resolution strategies, escalating wherever appropriate

Qualifications:

• 3+ years of experience in a quota-carrying client success or account management role. Preferably within a SaaS SMB organization
• A solid understanding of SMB SaaS applications and collaboration technology
• A consistent track record of achieving personal and team goals, specifically across client retention and growth
• Unrivaled sense of autonomy, ownership, and dedication to helping clients realize their intended value
• A real passion for problem-solving and executing strategies across a wide variety of technical scenarios and customer verticals
• Ability to build effective work relationships with various levels and departments of the organization, influence behavior, and change management
• An understanding of Software Development life cycles and project management skills
• Aptitude for learning software; strong with business applications and able to explain complex data relationships in non-technical terms
• Experience with apparel or related product development/design/production (and/or a willingness to dig in and learn what goes into such roles, in order to better serve/advise/empathize with the clients)
• Strong interpersonal skills and experience building strong internal and external relationships
• Effective oral, presentation, and written communication skills with constant attention to detail
• Diplomacy, tact, and poise under pressure when working through customer issues
• Bachelor’s Degree

Benefits and opportunities:

• Insurance (medical/dental/vision)
• Unlimited PTO
• Wellness reimbursement
• Monthly Culture Club activities
• Salary: $65,000-$75,000 plus bonus
• 4 Day Work Week (Working days are Mon-Thurs.)