Sr Manager of Customer Success

| Greater Denver Area | Hybrid
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Seeking a Director of Customer Success ready to create a customer success strategy for a team in its infancy. 

We’re brewing something exciting here at Verblio, a content creation platform powered by a one-of-a-kind network of over 3,000 professional writers that empowers growing businesses to create quality content, at scale, in every niche. 

Great content fuels customer acquisition and retention for the fastest-growing businesses today. That content takes time, resources, and talent. Without it, many companies simply can’t compete. That’s where we come in.

We’re in full-tilt growth mode with grandiose plans for world domination (the friendly kind) that show no signs of slowing down. We’re looking for an enthusiastic, flexible, creative  Director of Customer Success to help us fulfill that vision.

Behind our SaaS platform and marketplace is a team of energetic, eclectic startup junkies who love working hard together and are proud of our amazing brand and transparent, collaborative culture. We believe in doing good and fueling growth for our writers and our customers.


What you’ll do at Verblio

We recently created a strategic accounts team that focuses on expansion revenue through identifying growth opportunities and ensuring renewals. The growth that followed requires a  more formalized approach to customer success in order to ensure the retention and continued growth of our customers. You’d be responsible for defining what customer success is at Verblio. A customer success strategy would include a defined experience for each customer segment, clear utilization of the CSMs vs CS reps, and the implementation of tools and processes to analyze customer health and build preventative protocols to ensure customer satisfaction and success.

You will be responsible for:

  • Defining and optimizing the  customer journey by segment to ensure client success (thinking through tailored onboarding, messaging, level of support, cadence of communication, etc)
  • In collaboration with our strategic accounts team, you’d define and standardize lifecycle process/touchpoints for each segment
    • Sales to ops handoff
    • Onboarding experience
    • Check-in cadence
    • Upsell opportunities
  • Creating strategies and tools to understand customer health
    • Automated vs personal emails
    • Health score
    • NPS insight + follow-up
  • Supporting data analysis to uncover key retention levers
  • Managing  both CS reps and CSMs and standardizing when and how to use these two resources 
  • Sharing account growth strategy with strategic account manager and turning this strategy into a standard process for CSMs + CS reps to execute on 
  • Owning key metrics for CSM team (upsell $$, renewal $$, NPS engagement, weekly KA ins/outs)
  • Using tools like Pendo to educate customers and help them use the platform to its most powerful
  • Managing your own portfolio of high-profile clients


A little bit about you

  • 5+ years of customer success experience (SaaS experience preferred).
  • A healthy appetite for experimentation and constant iteration.
  • A love for writing copy that delights.
  • A solid understanding of customer success fundamentals and what contributes to a successful customer journey. 
  • Deep familiarity working with product and development teams and coordinating cross-functional efforts.
  • Proven experience analyzing complex data and using findings to shape your recommendations. 
  • A strong foundation in content marketing/SEO/inbound marketing.
  • Zeal for working with a kick-ass team hell-bent on having a great time, enjoying the quirkiness of our users, and overdelivering (because it’s the right thing to do).
  • Cool or unexpected skills we haven’t mentioned? Let’s hear ‘em! 


You’ll love working at Verblio because of our:

  • Competitive salary and stock options.
  • Stylish sock options
  • Truly awesome team of people - we don’t have needless meetings, don’t tolerate egos, and genuinely like each other. It’s awesome.
  • Vibrant company culture. We’re smart, welcoming, creative, and engaged in our jobs. We have a low turnover rate because people love working here. We’re looking for someone who wants to be a part of that. 
  • Did we mention we’re growing like mad? It’s way more fun to be on a rocketship than riding in circles on a model train set. (No disrespect to model train enthusiasts.) We made the Inc 5000 list for the second year in a row, won our sixth Mercury 100 award as one of the fastest-growing companies in the Boulder Valley, and just made the Colorado Companies to Watch list.
  • Have you read the website? That’ll give you a good idea of our energy.
  • This position pays $80,000-$100,000 a year, commensurate with experience.
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Location

1700 Lincoln St., Denver, CO 80203

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