Manager, SMB Customer Success at Iterable

| Greater Denver Area | Remote
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Iterable is a cross-channel platform that powers unified customer experiences and empowers marketers to improve on every interaction taking place throughout the customer journey. With Iterable, brands create individualized marketing touchpoints that earn engagement, solidify trust and galvanize loyal consumer-brand relationships.

Developed for the enterprise, Iterable is built from modern technologies that transform cloud, partner, and tool-specific data into integrated, personalized engagements. No matter the audience size or degree of campaign sophistication, Iterable empowers brands to implement where it matters most—creating experiences and promoting connections with over 2 billion people worldwide. Leading brands, like Zillow, DoorDash, Calm, Madison Reed, and Box, choose Iterable to power excellent customer experiences throughout the entire lifecycle.

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 - SF for the past four years, one of the Best Places to Work in Colorado for the past two years, and were named as one of Colorado’s Best Paying Companies! We’ve also been listed on Wealthfront’s  Career Launching Companies List for the past two years,  rank sixth on the list of Top 25 Companies Where Women Want to Work, and hold a top 20 spot among the SaaS 100. 

We have a global presence with offices in San Francisco, New York, and Denver, and London, and remote employees located all over the world. As we scale, we continue to live by our core four, founding values - Trust, Growth Mindset, Balance, and Humility. To understand the Iterable story, and learn more about our  mission, explore our Culture and About Us page.

How you will make a difference:

As a leader of Iterable’s SMB Customer Success team, you will manage a team of Customer Success Managers making sure their customers are both happy and increasing their return on investment from using the Iterable product. You will build meaningful relationships with both company partners and the customer’s executive decision-makers.

The role is ideal for someone with very strong leadership and relationship building skills with the ability to navigate large organizations to identify essential areas for retention and growth. Keeping customers happy and productive is core to our mission.

One of our core values is a growth mindset and Iterable is a company where everyone can grow. If this is a role that excites you, please apply as we value applicants for the skills they bring beyond a job description.

You’ll get to:

  • Understand how customers are using the product and find ways for them to use it more effectively and increase ROI
  • Drive regularly scheduled check-ins, QBRs with customers while monitoring client satisfaction
  • Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
  • Maintain a trusted advisor relationship with each assigned client
  • Solving any issues our customers may face
  • Build, manage and motivate a highly effective Customer Success team
  • Identify, track and report metrics that measure your team’s effectiveness at solving customer problems and contributing to the company’s mission
  • Proactively identify changes we can make to our application to make our customers' lives easier
  • Work with Engineering, Product, Marketing and Sales teams to effectively communicate product functionality and messaging to customers and prospects
  • You'll have the responsibility of developing a Customer Success strategy which can be scaled for the company's growth
  • Responsible for department management including staffing, training, performance management and career development of associates
  • Create training materials and workshops to facilitate knowledge sharing and best practices

We are looking for people who have:

  • Bachelor’s degree or equivalent experience
  • Experience in a B2B customer success role with a fast-paced SaaS startup
  • Team building and management experience
  • Demonstrated history of hiring and managing phenomenal talent
  • A leader with experience in delivering complex solutions at the enterprise level
  • Demonstrated ability to manage ambiguity and apply problem-solving skills
  • Exceptional communication and interpersonal skills
  • Desire to teach new customers about the platform
  • Strong ability to understand technical concepts and problem solve
  • Very strong empathy for the customer and drive to solve the problems they may face

Bonus points:

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

Perks & Benefits:

  • Paid parental leave
  • Competitive salaries, meaningful equity, & 401(k) plan
  • Medical, dental, vision, & life insurance
  • Balance Day (First Friday off every month)
  • Fertility & Adoption Assistance
  • Paid Sabbatical
  • Flexible PTO 
  • Daily lunch allowance
  • Monthly Employee Wellness allowance 
  • Quarterly Professional Development allowance 
  • Pre-tax commuter benefits
  • Complete laptop workstation

We’re rethinking traditional workplace planning and looking to strengthen belonging, innovation, productivity, and happiness whether it’s in an office, from home, or a hybrid of the two. As such, we've moved to a single geographical compensation band for all of our employees (the San Francisco Bay Area market for the US, London for the UK). 

For Colorado-based employment: The minimum  base salary for this position is $104,000/year. The compensation package includes equity, plus a range of medical, dental, vision, financial and other benefits. Additionally, perks such as daily paid lunches and generous stipends for health & fitness and learning & development, among others, are included

Iterable is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Iterable does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Iterable also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Iterable will also consider for employment qualified applicants with arrest and conviction records.  


Last Update: (1/24/2022)

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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • CircleCIFrameworks
    • PlayFrameworks
    • AWS (Amazon Web Services)Frameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SnowflakeDatabases

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

Senior Manager, Growth Sales

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 $160/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
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
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.
Mental Health Benefits
• Spring Health: A care navigator for mental health services and resources. • Headspace: Access to meditation made simple • Calm Premium Membership • Quit Genius • Balance Day (first
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Bonus plans vary based on team and role.
Match charitable contributions
Iterable will match all charitable contributions*. In special cases, Iterable will donate 2x the amount of charitable contributions made. *Charitable matching subject to matching cap
Child Care & Parental Leave Benefits
Generous Parental Leave
12 weeks of parental leave is the standard for all parents, subject to additional time if needed for the birth parent (flexible work policy).
Flexible Work Schedule
Remote Work Program
97% of all Iterators are eligible to select between three work modes - In-Person, Remote, and Flex. Work modes can be adjusted on an annual basis.
Family Medical Leave
Adoption Assistance
Eligible adoption and fertility-related expenses will be reimbursed up to a lifetime maximum of $10,000.
Return-to-work program post parental 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
Generous PTO
Iterable's vacation policy is unlimited and flexible (all PTO must first be cleared by a manager).
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!
Sabbatical
One month paid time away after four years or five weeks paid time away after five years (plus $2k towards airfare).
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
All employees have the ability to expense lunch or groceries at $50/week ($200/month).
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.
Pet Friendly
Fitness Subsidies
Iterable has a Fitness and Wellness stipend of $120 per month that covers a variety of health and fitness services and activities.
Home Office Stipend for Remote Employees
New Hire Work From Home $500 Allowance towards setting up your home office (examples: standing desk, air purifer, office supplies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
This program endeavors to empower today’s employees to grow into tomorrow’s leaders by pairing mentees with experienced members of the Iterable community.
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.
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

When it comes to company culture, our answer is simple: prioritize people. From day one, our founder, Andrew Boni, recognized that Iterable’s core purpose revolved around people—to enrich the relationships between consumers and brands, to empower the marketers who create experiences, and to unite a team capable of bringing such a vision to life.

Our intention is to design a workplace that fosters a culture of belonging, no matter the work mode or circumstance. Our perks and benefits reflect this commitment.

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