Customer Success Manager

This is a remote position open to candidates based in the United States, Canada, or Mexico.

We are a tech startup based in San Francisco, CA. We raised $30m from some of the best VCs in the world (Felicis, BGV, Alven), have revenue, and amazing customers (Figma, MongoDB, Unity, etc.).

We're looking for a Customer Success Manager with a B2B marketing operations background. Your mission is to ensure that customers are equipped to experience the impact of their investment in MadKudu and adopt at speed.

We've been lucky to grow fast through inbound driven by word of mouth. We're solving a big pain point in the marketing operations space. We're passionate and have built a superior product. We have traction, fanatic customers and a strong culture. As we continue building our CS team by adding customer champions like yourselves to drive NRR by making our customers the Marketing super stars this is where we need your help!

Responsibilities

• Define the account strategy, account mappings and drive business reviews with our customers' advocates and executives sponsors to make sure MadKudu is top of mind for them to meet their needs.
• Establish and nurture relationship with customer executives
• Design and execute strategy to address disengagement, turnover, M&A, etc.
• Oversee delivery of cross-functional teams against overall account strategy, timelines, etc.
• Contract negotiations, paper process, close contracts.

What will help you crush it!

• You have a passion for understanding accounts businesses and where they need the most help. You don't want to sell just for the sake of selling but you are passionate about making sure that we can help our customers solve the challenges they have in their GTM motions.
• You have a proven track record of building and executing account maps, account plans to grow your customers' ACV. You have a proven track records of beating your renewal and expansion quotas.
• You enjoy building motions from scratch and like thinking out of the box. Having worked in a Series A start up and being the first to launch a land and expand motion will help.

Skills that will help crush it in this positions 

• 4+ years of experience as an Customer Success Manager in a SaaS B2B company, managing expansions and renewals for strategic and Enterprise accounts
• High level domain expertise in Marketing and Sales Operations functional area and general background in the Marketing B2B industry.
• High level understanding of marketing, demand-generation and CRM technology.
• Experience working on companies with deeply technical product including but not limited to business intelligence, data science, AI / machine learning, predictive analytics, etc.

What should you apply

• Opportunity to grow with an AI company: leveraging AI to empower the sales team, helping every salesperson close more deals
• Work with tops customers (Figma, MongoDB, Unity, etc)
• Understanding the customer challenges (support, reporting, training) understand the pain and driving outcomes
• Highly cross-functional role, interacting daily with Engineering and Product
• Our unique values:
  • Honey Badger: Be madly resilient
  • Life Learner: Always learn & grow
  • Authenticity: Be authentic to yourself and others
  • Customer Centricity: Be obsessed with customer-value/ serving people

Interview process

• Interview with Recruiter Ruben Hernandez – 30 minutes
• Interview with Hiring Manager Charles Hawkins– 30 minutes
• Role Play with Charles Hawkins & Francis Brero –  45 minutes
• Values Interview – 45 minutes
• Reference Check
• Offer
  

Benefits

For candidates in the USA:

Salary ranges are determined by experience and location

Link to benefits information

For candidates in Canada & Mexico:

• Type of contract: Full-time contractor, paid in USD
• Salary ranges are determined by experience and location

If you feel like you don’t have all the necessary skills yet but that this is where you want to be in your next position and you feel up to the challenge, please apply!