Customer Success Manager
airSlate
Administration
United States
Posted on Friday, June 7, 2024
At airSlate, our journey began in Boston, USA, in 2008. What started as a single product with 3,000 customers has grown into an influential tech company with 1000+ team members across six offices worldwide. In 2022, airSlate reached a total valuation of $1.25 billion and became a 'Unicorn 🦄'. But even as we scale, team members remain our most valuable asset. That's why we've built a company that excites people about their work.
We develop products that serve over 100 million users with no-code workflow automation, electronic signature, and document management solutions. The company's portfolio of award-winning products, signNow, pdfFiller, DocHub, WorkFlow, Instapage, and US Legal Forms, empower teams to transform how their organizations run digitally.
Customer Success plays a pivotal role in onboarding, implementation, growth, renewal, and expansion of our airSlate customers. This CSM will have roughly 150 Mid-Market sized customers to serve as the primary point of contact for new customer onboarind, user training, and business reviews. The Mid Market CSM with also help guide the customer through growth and expansion opportunities through a deep understanding of their workflow requirements and desired business outcomes. The Mid Market CSM is accountable for metrics like Net Recurring Revenue, Logo Retention, and Expansion/Add on ARR.
Salary range (on target earnings): $100,000/yr — $105,000/yr
What you'll be working on:
- Lead the implementation of new customers as the project manager, collaborating closely with Account Executives, Solutions Engineers, Support teams, and Development teams.
- Serve as the primary point of contact for new customer onboarding, user training, and ongoing business reviews.
- Gain a deep understanding of customers' workflow requirements and desired business outcomes, facilitating communication and alignment throughout the customer lifecycle.
- Conduct Quarterly Business Reviews to communicate and reinforce the value our products bring to customers.
- Proactively identify opportunities for upselling, cross-selling, and expansion within existing accounts, ensuring high renewal rates.
- Be accountable for retention metrics like NRR and Logo Renewal while growing book of business through add-on and expansion.
- Act as a trusted advisor to customers, providing guidance on product functionality, use cases, and best practices.
- Gather and analyze customer feedback, health metrics, and Net Promoter Scores (NPS) to drive continuous improvement and inform product development.
What we expect from you:
- Software CSM experience is a must.
- Salesforce experience.
- Must have experience with actually doing upsells/renewals.
With us, you will grow professionally by doing work you are proud of and collaborate with a motivated and diverse team🚀.
What we offer:
— Compensation and incentives — At airSlate, everyone is an owner. Not only do we offer competitive salaries, we award stock options to all team members. You’ll have skin in the game.
— Igniting your career — airSlate is a place to grow your career. You will have stellar teammates who are collaborative and curious. Our senior leadership team is accessible to all team members, and open two-way communication is always encouraged.
— Investing in your wellness — We invest in your whole well-being. In addition to comprehensive medical, dental, and vision offerings, airSlate offers 401K employer-matching, life & disability, and fitness and wellness reimbursements. We encourage you to re-energize with fun team events and generous time off policies.
We are proud of:
— airSlate Care for Ukraine — With a significant number of our team members in Ukraine, our foremost concern was ensuring their safety by providing both financial and logistical assistance to them and their families. What started as an immediate response has evolved into a cornerstone of the airSlate charity program. We match donations contributed by our team members, offer humanitarian aid to those affected by the conflict, distribute food packages to seniors, and support animal shelters. Our commitment remains steadfast in working towards restoring peace to Ukraine.
— airSlate Junior Club — Our sense of family extends beyond our team. All team members with children gain access to the airSlate Junior Club, featuring engaging events such as cooking classes, creative activities, and educational online games.
It is airSlate's policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. airSlate's policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. airSlate is pleased to provide such assistance and no applicant will be penalised as a result of such a request. Pursuant to relevant law, where applicable, airSlate will consider for employment qualified applicants with arrest and conviction records.
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