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SaaS Customer Success Manager (CSM)
Denver, Colorado
Direct Hire Position
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Applied on April 13, 2021
Job Id #45769 Posted February 18, 2021

Your responsibilities:
  • Become an expert on internal platform to educate customers on the use and benefits of our strategy execution software. This entails becoming a guru on OKRs.
  • Surgically manage and lead onboarding to 1,000s of users at large enterprises. This will at a minimum include executive to individual contributor level training, strategic & tactical execution, risk mitigation, and highly effective project management.
  • Develop best practices for new customer onboarding and customer growth/renewal to ensure ongoing customer success. This means being operationally savvy, able to identify and eliminate process friction, and sharing your ideas/learning with the greater CSM team.
  • Ability to effectively manage external and internal stakeholders including product, engineering, sales, and support on commitments made to customers. This also includes managing our partners who deliver OKR activation services’ in conjunction with our teams. Effective cross-functional, collaboration is required to be successful in this role.
  • Use your expert product knowledge to constantly define value for our customers and learn to decrease that time to value. This involves a high level of creativity and working directly with our Technical Success engineers to innovate unique solutions for outstanding customer success.
  • Use your creativity & consultative approach to build credibility, relationships, and influence C-level stakeholders. Be able to genuinely build champions that result in deep trusted relationships.
  • In succeeding to show value to customers while building internal champions, you’ll influence renewal and expansion conversations. This requires understanding complex, matrix organizations to identify expansion opportunities for the Sales team.
  • Run Quarterly Business Reviews (QBRs) that communicate the business value, promote renewal/expansion, and results in synergies with our best customers.
  • Co-create and execute ‘Success Plans’ that roadmap the customer's value and are reviewed quarterly during QBRs.
  • Drive excellent customer health (MAU, WAU, NPS, references, case studies, onboarding time).
  • Energized by technical troubleshooting and comfortable interfacing with technical teams.
  • Represent the voice of the customer effectively communicating their needs to Product & Engineering.
  • See our customers face to face to build deep trust - up to 35% travel is highly possible.
About Yourself:
  • 2-5+ years of Customer Success/Account Management experience at a SaaS company.
  • 1-3+ years of consulting/advising experience.
  • Enjoys deploying successful tactics for executive engagement, account planning, content creation, and connecting business value to technology.
  • Knowledgeable in the SaaS marketplace and applies that knowledge to Customer Success/Account Management.
  • Ability to manage implementations and derive solutions confidently.
  • Understands the daily requirements of a fast-paced start-up scaling rapidly and takes pride in being able to level-up to meet growing pain challenges.
  • Have an intellectual curiosity and are very passionate about the work you do.
  • A leader who brings contagious energy to your customers and is growth mindset oriented.
  • Enjoys consulting/advising to solve complex customer problems creatively and can relay those solutions through excellent communication.
  • Experience with Salesforce, Jira, Intercom, and OKRs 
Benefits:
  • Company stock opportunity
  • Unlimited PTO
  • 100% employer covered Health, Dental & Vision plans with FSA/HSA
  • Opportunity to participate in 401(k) plan
  • Participate and influence an exploding new market
  • A culture that fosters career development and values working together as a team
  • A high performing team that likes to execute as much as it likes to have fun
  • Meaningful and challenging work
  • Uniquely open and informal environment

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact hr@horizontal.com.

All applicants applying must be legally authorized to work in the country of employment.

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Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

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