Manager of Customer Success

| Colorado Springs
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 Who we are...

Connecting people in a more meaningful way is not just what BombBomb’s software delivers - it’s what drives our teams every day. Through simple, personal video, we aim to Rehumanize communication. Our team is resourceful and intelligent. Competitive and collaborative. Fun-loving and tenacious. We’re close-knit and love adding new talent to the mix. If you are seeking a dynamic workplace and new challenges, we want to hear from you!

Who we're looking for...

The Manager of Customer Success is responsible for helping our customers achieve their desired outcomes, resulting in customer renewal. They lead our SMB and Services teams responsible for the onboarding and impact phases of these segments in the customer journey. They develop and guide a team of "A" players, which provide our customers a world-class immersion into our product, promoting best practices, simple strategies, use cases, coaching, and more to help them achieve sustained success within the BombBomb application. Doing these things drives product onboarding and adoption, provides customers the tools and resources to be successful, and reduces churn.

What you will do...

  • Lead strategy that delivers Customer Success for SMB and Services
    • Drive the Customer Experience for SMB and Services by making ongoing improvements. Speak to these improvements in a weekly communication to the Director of Customer Success.
    • Create the Customer Success onboarding plan for small teams. Improve SMB onboarding within the first 90 days to 90%.
    • Create and execute the scalable plans to drive Customer Success for SMB and Services.
    • Oversee the distribution, execution, and completion of your team's workload; Achieve key performance indicator (KPI) goals for your teams and department.
    • Beat the churn forecast in the Prompt and SMB churn buckets. 
    • Achieve an overall NPS of >60.
  • Motivate and develop your people
    • ​​​​​​​Maintain high motivation within your teams by focusing on play, purpose, and potential motivators, which is outlined in the book Primed to Perform, as observed by your supervisor.
    • Conduct ongoing employee development:
      • Conduct biweekly development and review meetings with each team member to establish a productive work relationship, evaluate performance, and set and achieve developmental goals. Document these meetings and progress in team member journals. 
      • Ensure call quality with customers. Provide call coaching to each team member, grading 1 call per week, providing feedback for improvements. Lead the team in averaging a monthly call grading score of an "A".
      • Complete bi-annual employee performance reviews for each of your team members.
      • Complete annual compensation reviews for each of your team members.
  • Learn, innovate, and grow
    • ​​​​​​​Establish and achieve "SMART" goals every quarter, for your teams, that yield quantifiable results related to the quarterly goals of the company.
    • In addition to goals that benefit the company, also work with the Director of Customer Success to establish goals around your own professional development. Demonstrate progress in every bi-weekly 1x1.

How you'll do it...

Embody BombBomb’s core values: Relationships, Fun, Humility, Flexibility and Service

  • Ability to hire A Players - Sources, selects, and sells A Players to join a company.
  • Ability to develop people - Coaches people in their current roles to improve performance, and prepares them for future roles.
  • Strategic thinking/visioning - Able to see and communicate the big picture in an inspiring way. Determines opportunities and threats through comprehensive analysis of current and future trends.
  • Analytical skills - Able to structure and process qualitative or quantitative data and draw insightful conclusions from it. Exhibits a probing mind and achieves penetrating insights.
  • Creativity/innovation - Generates new and innovative approaches to problems.
  • Communication - Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including email. 
  • Teamwork - Reaches out to peers and cooperates with leaders to establish an overall collaborative working relationship. 
  • High standards - Expects personal performance and team performance to be nothing short of the best.
  • Initiative - The ability to assess and initiate things independently.

Our ideal candidate will be or have...

  • 4+ years experience working within a Customer Success organization in a SaaS company
  • Demonstrated proficiency with Salesforce
  • Ability to think Strategically as well as execute tactically
  • Immaculate communication skills, both written and verbal
  • Ability to work with stakeholders across the company
  • Demonstrated ability leading and growing a team

BombBomb Benefits Package Includes...

  • Excellent Medical, Dental and Vision Benefits for you and your family (2 PPO + HSA option)
  • Flexible PTO program
  • 7 paid holidays
  • 401k Plan with employer match
  • Monthly company-catered lunch
  • Fun workplace: happy hour every Friday and company game room
  • Annual Education/Development for your career growth 
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • RedisDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • SalesforceCRM
    • MarketoLead Gen

Location

BombBomb is in the heart of downtown Colorado Springs. We are in walking distance of great food, drinks, and entertainment - with amazing views!

An Insider's view of BombBomb

What’s the vibe like in the office?

The vibe at BombBomb is high energy and fun! Since our company is growing rapidly, employees are highly motivated and driven. One of our core values is fun, and that's just what we do all day long! Whether it's through our work or a game of ping pong, the office is always full of life.

Abby

Senior Sales Development Representative

What projects are you most excited about?

The projects that excite me most are ones that involve creative problem solving and collaboration with other people. I work with a ton of talented people and they are always willing to help me out and answer my questions, if I am improving, the team is improving. I’m constantly learning new skills because of the people around me.

Mattea

Email Designer

What makes someone successful on your team?

A good sense of humor! Helping clients all day is one of the best parts of my job, but sometimes we need to let off some steam. You can always tell you're walking by Customer Success by the laughter and camaraderie.

Relationships and fun are two of the core values of BombBomb, and my team is a shining example of both.

Erin

Customer Success Associate

What is your vision for the company?

We’re on a mission to rehumanize how you communicate. Most business communication is done through outdated, plain-text email. BombBomb changes that by making it easy to record, send, and track videos with the tools you use every day. If you want to help us and our customers rehumanize the planet, BombBomb would love to have you.

Rebecca

VP, Partnerships

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

Work-life balance is something that is taken very seriously among my team here at BombBomb. I am encouraged often to not burn myself out and to find my own pace. Leadership is aware of how important mental health is and how it drastically improves happiness in the workplace. At BombBomb, your family always comes first.

Conner

Deliverability Anaylst

What are BombBomb Perks + Benefits

BombBomb Benefits Overview

BombBomb offers health / dental / vision insurance, flexible PTO and paid holidays, a 401k plan with company match, Short / Long term disability, and company paid life insurance. There are countless perks, including company sponsored lunch on BombBomb Friday, great beers on tap, professional development opportunities, and paid volunteer time.

Culture
Volunteer in local community
BombBomb sets aside philanthropic paid time off for every employee to volunteer to support causes they are passionate about.
Partners with Nonprofits
BombBomb has established partnerships with Non-profits in our local community, such as Mary's Home and Springs Rescue Mission.
Friends outside of work
Eat lunch together
Intracompany committees
BombBomb has the People Team with 3 pillars - Values in Action, Diversity & Inclusion, and Fun & Events. Participation is on a volunteer basis that rotates. This team fosters and builds the culture!
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend

Additional Perks + Benefits

Fridays are the bomb at BombBomb! We enjoy lunch as a team every Friday and celebrate newcomers and people living out the core values. The winner gets two weeks in the corner (truly) Awesome Office. There is a walking/biking trail just steps away from our office and you can be IN the mountains within 15 minutes. The million dollar views of Pikes Peak keep us inspired and energized. We're always learning and growing so lunch-n-learns are common - we discuss everything from how to be an authentic leader to the magic of a true Customer Success experience and selling like a boss. Also, #HACKWEEK is legit and our developers wow us every time with their innovative creations.

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