Customer Experience Manager

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At Scratchpad, we've built and pioneered the workspace for revenue teams. We've crafted an experience our users absolutely love and it's time for us to develop our Customer Experience team to ensure that we can continue to create a delightful experience for the entire revenue organization.
As an early Customer Experience Manager at Scratchpad, you'll play an instrumental role in developing our post-sales process. You'll take a thoughtful approach with your portfolio of customers - ensuring they have a delightful experience every step of the way. You'll partner with revenue team leadership to drive strategy, meet company goals, and exceed expectations from board-level initiatives.
As you work alongside our customers, you will proactively share your insights and observations and help us build a scalable customer experience system alongside our Director of Customer Experience.
Sound like you? We'd love to talk!
YOUR MISSION
  • To continually create and deliver a delightful experience for our customers.
  • Establish Scratchpad as the most trusted partner in the revenue org.
  • Work as a project manager to help each customer to achieve meaningful outcomes aligned with their most important initiatives.
  • Own the post-sale relationship with customers to drive renewals and support the expansion process by identifying and sharing key insights.

YOUR IMPACT💥
  • You'll become an expert on revenue team workflows, board-level initiatives, and company metrics - sharing your learnings and perspectives with customers and internally.
  • You'll build senior-level scratchpad champions as you assist their team with achieving their business goals.
  • You'll increase our team's rate of learning as you share your feedback, ideas, and observations.
  • You'll leverage those learnings as you help us build a scalable customer experience system.

ABOUT YOU
  • You have at least 3 years of B2B SaaS experience in Customer Experience, Customer Success, Account Management, or Sales.
  • You have previously worked with executive-level stakeholders at mid-market and enterprise-level companies.
  • You are a builder - you thrive in an environment where there isn't a playbook and don't wait for others to tell you what to do.
  • You are a great storyteller - you can craft a narrative and leverage data so that your audience feels both educated and persuaded.
  • You are a skilled project manager - you know what it takes to move projects forward, implement, and execute plans.
  • You believe that experience matters and strive to create a delightful experience with every customer interaction.
  • You love to learn - you are open to experimenting and recognize that our successes and failures are both crucial to that process.

ABOUT SCRATCHPAD
  • We genuinely care about creating a delightful product experience that has a meaningful impact on how salespeople and revenue teams work.
  • Users LOVE the product.
  • Top-tier investors including Craft Ventures (David Sacks) and Accel (Steve Loughlin) are on the journey with us.
  • Our mission and our values drive how we make decisions and how we work.
  • We were founded as and continue to operate as a fully remote company.

GROWTH OPPORTUNITIES
  • Join the company at the ground floor for massive upside potential
  • Become an expert at listening to customers, and selling a solution, product, and vision
  • Influence the future growth trajectory of a product that delivers delight and has a meaningful impact on how people work every day
  • Be part of a team that leads with empathy, values personal growth, and never stops learning

COMPENSATION & BENEFITS
  • Competitive salary and meaningful equity
  • Medical, dental, and vision insurance
  • Paid parental leave
  • Flexible vacation
  • 401k with company matching

OUR COMMITMENT
We believe that great ideas can come from anyone and anywhere. As an equal opportunity employer, we interact with respect, kindness, and compassion. We are committed to building a company that embraces and celebrates diversity, equity and inclusion. We're not afraid to let go of existing beliefs as we learn new information and uncover better ideas. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. Diverse teams build better products, offer more unique perspectives and help foster a more inclusive environment for everyone.
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Technology we use

  • Engineering
    • GolangLanguages
    • Vue.jsFrameworks
    • PostgreSQLDatabases

An Insider's view of Scratchpad

What's the biggest problem your team is solving?

It's hard to name one specific problem because we're still small enough where we get to move around to different areas of the product fairly often. However, some of the bigger picture work we do involves refactoring core parts of our app to unlock more product opportunities.

Elliot

Senior Software Engineer

What makes someone successful on your team?

Trying new things, asking lots of questions, living outside one's comfort zone, constantly taking and implementing feedback.

Cassie

Workflow Specialist Team Lead

How does the company support your career growth?

Scratchpad supports it’s employers growth by weekly & monthly check ins and constant feedback on how you can excel in your role and if you want to grow, management will help you get there!

Kayla

Revenue Workflow Specialist

What are Scratchpad Perks + Benefits

Culture
Friends outside of work
Intracompany committees
Daily sync
Open door policy
Group brainstorming sessions
Diversity
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Scratchpad is fully remote - always has been and always will be.
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Pet Friendly
Home Office Stipend for Remote Employees
Professional Development Benefits
Cross functional training encouraged
Promote from within

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