Customer Success Manager at Iterable

| Greater Denver Area
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Iterable is the growth marketing platform that enables brands to create, execute and optimize campaigns to power world-class customer engagement across email, push, SMS, in-app and more with unparalleled data flexibility. We are an integrated, cross-channel solution—Iterable is built for marketers, trusted by engineers, and designed with intelligence. We know this space well: our product team built the growth systems that powered Twitter’s early success. We've recently raised a $50M Series C from top-tier investors like Index Ventures and CRV, and hundreds of companies like Zillow, SeatGeek, and Box rely on us to captivate their many millions of users.

Iterable's momentum grows daily and there has never been a more exciting time to join the team! We've been recognized as one of the Best Places to Work for two years running, earned ourselves a top 20 spot among the SaaS 1000, and we host an annual growth marketing conference where innovative marketers around the world come to share ideas. We have a nation-wide presence with offices in San Francisco, New York, and Denver, plus we’re expanding internationally as we open an office in London.

The Role:

As a member of Iterable’s Customer Success team, you will be responsible for customer relationships and will be tasked with making sure they are happy and getting as much value as possible from the product. You will build relationships with stakeholders across the company with the goal of expanding the use of Iterable as appropriate. The role is ideal for an individual with very strong communication skills and experience navigating large organizations to identify key stakeholders. This is a key position for the company. We have had very few customer losses and we intend to keep it that way. Keeping customers happy and productive is core to our mission.

In addition, as a member of the Customer Success team, you will relay product feedback from our most important clients back to the engineering team. You will also QA new features and generate new support documents.

Position Details:

  • Take on customer relationships from Sales once a customer signs up for Iterable
  • Ensure customers have a smooth onboarding and implementation phase
  • Work with the Support team to resolve any tickets or issues faced by your customers
  • Understand how customers are using the product and find ways for them to use it more effectively and increase ROI
  • Lead regularly scheduled check-ins and monitor client satisfaction
  • Serve as voice of the customer to prioritize feature requests and platform improvements during product discussions
  • Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
  • Maintain a trusted advisor relationship with each assigned client

The Ideal Candidate Will Be/Have:

  • Bachelor’s degree or equivalent experience
  • 3+ years of experience in a customer success role at a SaaS company
  • Exceptional communication and interpersonal skills
  • Strong ability to understand technical concepts and problem solve
  • Desire to teach new customers about the platform
  • Passion for startups, software, and SaaS products

Bonus Points:

  • Experience with email marketing, push, or SMS software
  • Familiarity with technologies like APIs, HTML, CSS, and Javascript

Perks & Benefits:

  • Competitive salaries, meaningful equity, & 401(k) plan
  • Medical, dental, vision, & life insurance
  • Unlimited PTO, great work/life balance, and fantastic location
  • Daily lunch stipend (M-F) + unlimited snacks/beverages
  • Generous monthly Employee Wellness Allowance
  • Professional Development Allowance of $300/quarter
  • Pre-tax commuter benefits

Iterable is proud to be an equal opportunity employer and strives to build a diverse and inclusive team. We do not discriminate on the basis of race, color, national origin, religion, gender, sexual orientation, age, marital status, veteran status, or disability status.

Last Update: 06/24/2019

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Technology we use

  • Engineering
    • JavaLanguages
    • ScalaLanguages
    • ReactLibraries
    • MongoDBDatabases

Location

Our office is right on 16th Street Mall with easy access to all of Downtown!

An Insider's view of Iterable

How does your team reward individual success?

Being a product engineer, it’s so rewarding to see customers use the features I've worked on. We're really pushing to add new features and grow the experience on Iterable. It's fantastic to hear feedback from our support and sales teams of how much customers appreciate the features we've worked on and released!

Jeffrey

Software Engineer

What's the biggest problem your team is solving?

Iterable is helping marketers wade through the endless sea of customer data to create exciting and engaging experiences for their consumers. The primary channel we do this in is email—but we're a cross-channel platform allowing for marketers to also manage mobile push, in app, and social media as well.

Kevin

Manager, Mid-Market Account Executive

What makes someone successful on your team?

In one word, curiosity. I think we’ve done an amazing job of hiring really smart people, but what gives us the edge is everyone’s curiosity and desire to learn. Our people are successful because they want to find answers and grow their knowledge set every day. Luckily, we are an incredibly collaborative team, so it’s easy to learn from our peers.

Lindsey

Enterprise Customer Success Manager

How do your team's ideas influence the company's direction?

Iterable is a great place for anyone who is not just satisfied with the status quo, but who works hard to drive things forward. A recent example of how we influenced the company’s direction is our quarterly Engagement Survey. Our HR team works with managers to set initiatives to increase engagement and make Iterable an even better place to work.

Sara

VP of People

How would you describe the company’s work-life balance?

Iterable embodies balance as one of our core values. Our company does a great job of promoting this balance through various stipends to promote health and wellness. One of the reasons I have enjoyed my time here so much is the encouragement that this company gives its employees to try new experiences both at work and in their personal lives.

Dan

Senior Director, Operations

What are Iterable Perks + Benefits

Iterable Benefits Overview

-Health Insurance
-Dental Insurance
-Vision Insurance
-Life Insurance
-401k (no company contribution at this time)
-$10/day lunch stipend Monday-Friday
-Generous wellness/fitness allowance of $120/month
-Generous professional development allowance of $300/quarter
-Flexible vacation policy
-Paid Parental leave of 12-weeks
-Pre-tax commuter benefit (no company contribution at this time)
-Automatic $50/month reimbursement for personal phone/data use
-Calm.com app Premium membership

PLUS Office Perks Including:
-Unlimited coffee, drinks, and snacks
-In-office culture bonding events once a month
-In-office lunchtime Yoga and Pilates 2x a week
-Adjustable sit/stand desks
-Free secured bike parking
-Onsite gym facilities
-24/7 Access

Culture
Volunteer in local community
Our internal volunteer group is called Charitable. We've supported a variety of local non-profits varying from environmental cleanup to preparing food at shelters.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
One of our Denver employees started an employee group called ZenIt. With Balance being a Core Value at Iterable, ZenIt provides a community dedicated to practicing medication during work hours.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
We have pilates and yoga in the office once a week each. In addition, twice week team meditation sessions.
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Company sponsored family events
Iterable has a couple of events throughout the year that involve spouses and children.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Iterable asks all employees to spend at least 5 working hours in a volunteer role throughout the year. If you have a charity you would like us to help out, let us know!
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
We have Ping Pong, Pop A Shot, and a variety of other games and areas to relax and get away from your desk!
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
There is onsite paid parking in the building however the employee will have to contact the building for availability.
Fitness Subsidies
Iterable has a Fitness and Wellness stipend of $120 per month that covers a variety of health and fitness services and activities.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Promote from within
Continuing Education stipend
Iterable offers a quarterly Professional and Personal Development stipend of $300. You can use this on a variety of professional and personal trainings either in the classroom or online.
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