Customer Success Manager, Mid Market

What you’ll do:

• Lead all post-sales activities for Spekit’s biggest customers through onboarding, implementation, strong relationship-building, product knowledge, renewal and upsell. 
• Establish and oversee the customer's adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment.
• Act as the voice of the customer within Spekit. As the owner of the customer relationship, the CSM is expected to work cross-functionally with Sales, Marketing, Product, and Engineering to ensure consistent collaboration and to make sure we’re always doing right by our customers.
• Develop a positive, trusted relationship with your customers and retain long-term partnerships by providing value throughout the customer partnership.
• Identify key customer advocates that can support marketing efforts through case studies, speaking opportunities, references, etc. 
• Conduct Quarterly Success Reviews and identify growth opportunities.
• Maintain a deep understanding of our solutions and speak with customers about the most meaningful features/functionality for their specific business needs.
• Manage customer escalations by documenting open issues, facilitating regular status meetings and working cross-functionally to resolution. 
• Analyze data independently to discover insights that drive recommendations for clients.
• Track accounts to identify churn risks and work proactively to mitigate those risks.

What you’ll need to be successful on Day 1:

• Deep enthusiasm for our mission of bringing learning the flow of of work - and a passion for learning about all things change management, learning and technology adoption 
• Prior experience from Learning Management (LMS) or Content Management (CMS) organizations will be hugely beneficial for you in this role   
• Ability to be nimble and agile in an environment where shifting priorities should be expected 
• Extensive experience with high-end exposure to C-level executives, and the ability to build strong trusted relationships 
• Must have prior customer success experience working with enterprise level customers, and a passion for providing top-notch account management and relationship building 
• Strong project management, implementation and/or onboarding skills  
• Strong presentation, meeting facilitation, and written communication skills 
• Hustle mentality where you thrive in a high growth startup environment, with an ability to juggle volume and speed to drive fast growth 
• Familiarity working with customers of all sizes 
• Willingness to travel to customer locations as needed  
• Excellent time management, prioritization and organizational skills  
• Denver, CO location preferred  
• Must be able to work legally in the US

How you and Spekit win:

• Come to work with a sense of urgency and passion for achieving the mission of reinventing learning at work;
• Obsess over our Customers. Put them first, go the extra mile and do the right thing. Always;
• Be an owner. Control the things you have the ability to control; accept responsibility for mistakes, even when it’s hard; treat our resources as if they were your own - be frugal;
• Communicate often, clearly, and concisely; raise yellow flags early;
• Expect radical candor. You will give and receive feedback that both pushes you and challenges you to be better;
• Provide feedback at all levels and to all teams. Challenge yourself, your peers and your leaders to be better everyday;
• Be a constant learner and relentlessly seek improvement;
• Hold others to the same high performance bar that you hold yourself to;
• Do not put off until tomorrow what can be done today;
• Contribute to a culture of respect and belonging for each person in the organization, the work they do, and who they are;
• Hire and promote individuals with high character, values, a history of high performance and a hunger to improve;
• Demonstrate and celebrate commitment and achievement.