Customer Success Manager
105k – 135kDenver, CONew York, NYOnsite2+ YOE
Summary
Founding SMB Customer Success Manager managing ~400 accounts to reduce churn, boost activation, and drive retention using data and systems. Requires 2+ years SaaS customer success experience.
About the role
What You'll Do
- Reduce Churn & Boost Activation: Proactively implement strategies to minimize churn while driving increased activation and engagement across customer accounts.
- Prioritize What Matters: Strong judgment is key, we're looking for someone who can spot and act where their time will make the biggest difference.
- Monitor & Optimize: Track customer health metrics, proactively address risks, and implement strategies to boost satisfaction and retention across your portfolio.
- Collaborate Cross-Functionally: Partner with the Product team to provide customer feedback and champion innovative enhancements that deliver exceptional client value.
- Stay Organized: Keep detailed records of client interactions, support requests, and upsell opportunities using our CRM system.
- Seize the Opportunity: Playground is a place where doers thrive. If you see a problem, solve it. If you see an opportunity, run with it!
What You Need
- Minimum 2+ years of experience in a customer success, account management, or related role within a SaaS company, specifically serving SMB clients.
- Proven track record of managing book of business
- Experience in retention conversations and management
- Excellent verbal and written communication and interpersonal skills
- Strong problem-solving abilities and a proactive approach
- Proficiency with CRM software and customer success tools
- Adaptability and working independently as part of a team in a fast-paced startup
Nice-to-Haves
- Experience at a high-growth startup
- Experience with childcare management software
- Experience in early childcare
Compensation
- Salary for this position is $105,000 - 135,000 OTE subject to standard withholding and applicable taxes.
- Competitive salary + equity
- 3 weeks of PTO
- Health, vision, and dental benefits
- $1200/year education stipend
- Free lunch daily
Skills
CRMCustomer SuccessAccount ManagementRetentionSaaSCustomer Health MetricsUpsellingCross-functional CollaborationProblem-solvingCommunication
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