Manager, Customer Success - Growth Team at Printfection

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About the Position

Do you love to coach others? Are you excited by the possibilities when leading a high-performing team of Customer Success pros? Do you enjoy building deep relationships with customers while advancing the impact of an industry-disrupting organization?

This is a unique opportunity for a highly motivated and resourceful person to be a leader within our Customer Success team.  In this role you will act as a Player-Coach both interacting with customers and direct reports alike. You will develop relationships with existing Printfection customers to drive revenue expansion, retention, and satisfaction. This role will also focus on coaching and leading our CSMs to increase retention rates, improve customer health and grow our existing relationships. You will  work closely with our merchandise and operations teams to streamline processes and increase efficiencies, and will report to the Director of Customer Success and Merchandise.

The Company

Printfection is a swag management platform which makes it easy for marketing managers to create and distribute branded merchandise. We’re the first SaaS solution revolutionizing the historically stagnant $20 billion dollar promo products industry.

Customers include Zendesk, InVision, Gusto, Box, Discord and many other category leaders.

After working remotely for half the week for the past 10 years, we became a fully remote company in 2020, even prior to the pandemic. All of our processes, management and culture is focused around trusting our team to do great work wherever they’re located. 

We're a fun, mature startup headquartered in Denver that's bootstrapped, profitable, and growing fast.

Responsibilities

  • Build and lead a high performing CS team including Customer Success Managers & Merchandise & Design Specialists
  • Provide guidance on and act as escalation point for customer-facing issues
  • Coaching on and ability to personally lead key milestone calls for customers (onboarding, onsites, QBR, exit conversations)
  • Deep understanding of Printfection customers, software, and services
  • Influence future lifetime value of customers through higher product adoption, customer expansion, customer satisfaction and overall health scores
  • Identify customer needs and collaborate with Operations and other internal teams to ensure customers are successful with special emphasis on adoption, expansion, and retention
  • Work closely with the leadership team and Director of CS and Merch to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
  • Drive performance metrics: NPS, renewal rate, upsell/cross-sell identification, reference-ability, adoption, and customer engagement
  • Guide CSMs on their professional development journey
  • Remain current on the Printfection technology, product roadmap & overall company objectives
  • Create and maintain meaningful playbooks for CSMs 
  • Make recommendations to improve internal efficiencies through development and adoption of best practices and standardized procedures
  • Work closely with marketing, sales & operations to ensure that customer outcomes are met

Required Skills and Experience

  • 5 years minimum work experience within in a Customer Success, Account Management, Professional Services, or similar customer facing role in a high-volume fast paced environment (SaaS experience preferred)
  • 2-3 years of direct People Management experience
  • Comfortable working with ambiguity and quickly changing environments
  • Highly collaborative, and willing to lead and work with varied teams to achieve goals
  • Demonstrated ability to create customer success programs that increase engagement, revenue, and reduce churn
  • Expertise in creating repeatable and scalable customer playbooks for one:many customer books of business
  • Hands-on approach to solving problems with the ability to act with compassion
  • You're self-driven and own your job with minimal supervision. This Quora post nails it

Perks

  • The rare chance to reinvent a $20bn industry from the ground-up
  • This is a remote opportunity with periodic travel to Denver, Colorado for team events
  • A fun, passionate (yet sane) work culture — we respect your weekends and personal life
  • A tight-knit team environment focused on success and growth both for Printfection and team members

Benefits

  • Salary band for this role is $125,000-135,000 and will be adjusted based on work experience and skills
  • Health, dental, vision, life, and disability insurance
  • Paid cell phone, home internet, home office equipment and everything you need tech-wise to own your role
  • 401k match
  • Open vacation policy and eight paid holidays

Diversity & Inclusion

Bring your authentic self. Printfection is committed to a diverse and inclusive workplace.  We are an equal opportunity employer. We do not discriminate based on race, color, ethnicity, religion, sex, gender, gender identity, sexual orientation, age, disability, veteran status or any legally protected status.

 

 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • SqlLanguages
    • jQueryLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • MemcachedDatabases
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Aha!Management
    • WordpressCMS
    • SalesforceCRM
    • AutopilotEmail
    • GrooveEmail
    • AutopilotLead Gen
    • ClearbitLead Gen

An Insider's view of Printfection

How does your team reward individual success?

Printfection gives me the freedom and trust to build a plan and put into action, and I appreciate that more than I can describe.

We work from home, have open & flexible PTO, and can take other time as needed provided you're getting your work done.

You're treated as an adult here - which is nice.

Ryan

Head of Marketing

How does the company support your career growth?

Everyone and anyone can contribute ideas that will radically shape the business and are welcome to pursue them.

You don't really fill a job when you join Printfection; you have the opportunity to build a department and craft an entire strategy for the business.

It's really awesome for those who want to make their mark.

Paul

Customer Success

What is your vision for the company?

We aim to be the single damn best end-to-end swag management company the world has ever seen.

We're marrying promotional merchandise with technology to create something fundamentally unique that will forever make the way way brands procure and use branded merchandise easier.

Casey

Co-founder

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

I appreciate that I am supported to pursue the things that are important to me outside of work. I love that I can go for a run on my lunch break and come back feeling refreshed and energized, ready to take on the back half of the day. At Printfection, we are empowered to create a (reasonable!) schedule that works for us, and I’m grateful for that!

Shelby

Merchandise & Design

What are Printfection Perks + Benefits

Printfection Benefits Overview

Health, vision & dental insurance Coverage
Open PTO
401k + match
Company equity
Fully remote work
We'll help you set up a cool home office
Phone/Internet Stipend
Fun company outings

Culture
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Full health, vision, and dental benefits provided.
Vision Benefits
Everything your eyes can ask for!
Health Insurance Benefits
Full health coverage is available at incredibly low rates. (Our Head of Marketing pays 1/8 the cost he did at his previous company)
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
All employees are offered appreciation rights and thus have real skin in the game when it comes to driving our growth.
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
We don't have rigidly set hours. If you need to leave early to run an errand, go for it. We're hardworking adults and we understand you have a life outside of work.
Remote Work Program
We are fully remote and distributed and will set you up with a killer home office. But, do you get more joy working from the top of a mountain or the middle of the ocean than your home office? Do it!
Vacation & Time Off Benefits
Generous PTO
We have an open PTO policy, which allows you to take the time off you need to rest and relax and come back to work refreshed and energized!
Paid Holidays
We have unlimited time off, so this is pretty much moot, but we don't work on all the usual suspects. No Scrooges here.
Paid Sick Days
We care about you and your health, both physical and mental. Unplanned flu bug or the sniffles and sore throat? Mentally exhausted? Not a problem! Take the time you need to be well!
Perks & Discounts
Company Outings
Go-kart racing, rock climbing, fancy dinners - you name it, we've done it and/or will do it!
Some Meals Provided
The team frequently grabs lunch together, virtually, throughout the month.
Happy Hours
Even with a distributed team, we love to take every opportunity to get together! If you come to town to work, we'll throw a happy hour with all of our local team members!
Professional Development Benefits
Job Training & Conferences
Want to attend a conference to better yourself or the company? We cover all ticket, transportation, lodging, and food costs for shows and conferences.
Lunch and learns
Cross functional training encouraged
Promote from within

Additional Perks + Benefits

We can't stress the flexibility enough you'll get from working here. If you're doing your job, and we know you will, you will have the freedom of a beautiful bird soaring through the skies.

And as another perk, you get full ownership of whatever business function you join.

Any and all ideas are welcome, and we have had employees come in and dramatically influence our revenue and the total direction of the businesses in a matter of 6 months.

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