Mode
Mode is a modern analytics and BI solution that combines SQL, Python, R and visual analysis to answer questions faster.
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Customer Success Manager at Mode (Remote)

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Mode is a remote-first company with cross-functional teams based throughout the US. We welcome applicants from all 50 states. Employees based in the San Francisco area also have the option to work out of our office as desired.

We've built Mode from the ground up to be the best analytics platform for Analysts and Data Scientists. As we've grown, an increasingly broad audience—people on teams from Finance to Operations, Marketing to Engineering, and everything in between—has begun to use Mode to collaborate with analysts and use data in everyday decisions. For our 500+ customers, Mode is the central place where data experts and domain experts can come together to make sense of data at the rapid pace of business today.

As a Customer Success Manager at Mode, you'll own a portfolio of our fast-growing, small and mid-sized customers. By building exceptional relationships with each customer in your portfolio, you'll deliver value at all stages of the customer journey to drive mutual success and growth. If you’re a proactive customer champion - passionate about solving problems, connecting customer value to revenue growth, and advising customers - you’ll bring tremendous value to our customers and team!

What you'll do

  • Be a Proactive Customer Champion: Expertly manage a portfolio of Mode’s fast-growing, small and mid-sized customers to drive success, customer retention, engagement, and expansion
  • Connect Customer Value to Commercials: Build trusted partnerships with your customers to deliver value, earning our customers' business and driving commercial expansion and growth opportunities. Own retention, renewal, and expansion opportunities for your portfolio
  • Serve as a Trusted Advisor: Bring deep curiosity and empathy to our customers with industry expertise, knowledge, business acumen, and technical understanding of Mode’s platform
  • Partner to Solve Problems: Work cross-functionally with sales, support, solutions, product, marketing, and other organizations to optimize strategic account plans and resources to deliver on advanced customer needs with Mode

What we look for

  • Experience in a customer-facing role in sales, sales development, customer success, or account management
  • Excellent communication skills and ability to build trusted relationships with stakeholders in various functions
  • Track record of overachieving monthly and quarterly goals
  • Passion for helping customers solve problems with technology 
  • Strong desire to learn and curiosity to understand how things work
  • Ability to assess risk, identify growth opportunities, and prioritize workflows to manage a proactive customer journey for all customers in your portfolio
  • Motivation to be a champion of customers and represent their voice with empathy
  • Entrepreneurial approach to owning responsibilities with strong accountability to delivering outcomes
  • Technical aptitude and ability to deeply understand Mode’s product, the analytics industry, and the value of modern approaches to working with data 
  • Alignment with Mode's values
  • Bonus: Experience in the data and analytics space
  • Bonus: Knowledge of SQL, R, and/or Python

About Mode
Mode is a collaborative analytics platform that brings teams together around data to make game-changing decisions.
In everything we do, we strive to put the people we do it for first. This starts internally: together we're building a culture that embraces diversity and learning, humility and gratitude. At the same time, we try not to take ourselves too seriously and strive for a healthy balance between work and personal pursuits.
Benefits you can expect as a Mode employee:

  • Generous, flexible PTO and family leave
  • Flexible work schedules—we trust you to know what will make yourself most productive
  • Excellent health coverage for team members and their families (Mode pays the 100% of the premiums)
  • Supportive work environment and a manager who is focused on your professional growth
  • Company events that highlight our team's passions and hobbies

Mode is committed to building an inclusive and diverse workforce. We are an Equal Opportunity Employer and welcome people from all backgrounds, experiences, abilities and perspectives. For California residents please review our CCPA Privacy Notice linked here.

The compensation range for this role is $100,000-130,000 OTE to be determined by level. #BI-Remote

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • TypeScriptLanguages
    • ECS FargateLanguages
    • Ruby on RailsFrameworks
    • AngularFrameworks
    • ModeAnalytics
    • AsanaManagement
    • Google DriveManagement
    • Google DocsManagement
    • SalesforceCRM
    • MarketoCRM
    • MarketoLead Gen

What are Mode Perks + Benefits

Mode Benefits Overview

At Mode our employees are our priority! Employees can expect a range of comprehensive benefits in order to take care of themselves and their families. Some of these perks include excellent health benefits, flexible PTO/sick time, a technology stipend for remote workers, and company events that highlight our team's passions and hobbies!

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Customized development tracks

An Insider's view of Mode

What's something quirky about your company?

We love goats! Marshawn The Goat is our mascot. At Mode, you might hear folks refer to goals as “Goats” or “GOATs".

Meng

Senior Product Designer

How do you collaborate with other teams in the company?

Mode is full of brilliant, friendly people who take initiative. We ask questions in public channels so anyone with interest can pitch in, and everyone else who quietly had the same question can learn about it too. For larger projects, we’ll officially provision people to a cross-functional team so they can tackle the work together.

Brittany

Senior Software Engineer

How do you empower your team to be more creative?

I'm proud to be a part of a diverse, intelligent team with kind people. We have fostered a fun, collaborative and transparent environment that enables innovation from solving business problems to addressing tech debts. Engineers present their ideas in product sessions, hackathons, brainstorming sessions to implement & make our product best-in-class

Raji

Engineering Manager

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