Our world is mobile ā the phones in our pockets, our 10+ IoT devices at home, the cars we drive, the way we conduct our work, and the point-of-sale devices from which we buy our coffee and donuts. Embrace is on a mission to make all of our edge experiences exceptional by helping revolutionary companies evolve and excel in this mobile-world that did not exist even 7 years ago. Customers, like Goat, Hilton, Masterclass, Home Depot, and Cameo, love Embraceās mobile observability and data platform because it makes extremely complicated and voluminous data actionable.
About the Role
Weāre looking for a passionate and experienced Customer Success Manager to own our customer relationships end-to-end and elevate the current customer experience with our product. We take pride in working with our customersā mobile teams to help align with their companyās initiatives and become a critical partner in their teamās success. If youāre excited to work with a talented team and awesome mobile-first customers, we want to talk with you.
What Youāll Do
- Own the customer lifecycle from onboarding to renewals
- Provide stability and performance improvement insights about our customersā mobile app to drive recommendations that will directly increase revenue and user engagement
- Demonstrate implementation strategies for integrating new features and releases
- Manage the overall relationship and strategic direction with the customer - includes interactions with the CTO, VP of Engineering, DevOps Team, Product Team and individual mobile engineers
- Ensure that our customers are leveraging the solution effectively and demonstrate ways in which our product creates value by being an Embrace expert
- Manage communication between our customers and internal teams to resolve technical issues
Basic Qualifications
- 2+ years experience owning and managing accounts with proven track record of retention
- Demonstrate self-directed ability to manage simultaneous, complex engagements with minimal supervision by implementing processes and directives
- Excellent written and verbal communication skills with high emotional intelligence
- Ability to travel up to 40%
Gathering is integral to our culture for collaboration and connection. We want to ensure that all of our new hires have the ability to travel and meet other team members. We estimate the travel for any given role to be a couple of days every month or two. In order to gather, new hires must be able to meet our COVID vaccination requirement as we continue to help our team limit risk.
Preferred Qualifications
- Ability and comfort to talk pricing and upsells
- Excited by working in an ever-evolving and fluid solution-oriented environment
- Technical aptitude, interest, or background (CS, math, sciences, etc.)
- High competency and low ego, you have a passion for helping people both inside and outside of your company
Culture Values
- Perspective - seeking to understand othersā perspectives
- Investing - investing in discovering value, unprompted
- Honesty - delivering brutal honesty kindly
- Simplest - finding the simplest solutions by focusing on outcomes
- Ownership - empowering yourself and others through solutions, not answers
- Dark Humor - finding levity together, even when tackling hard problems
Why join Embrace?
Embrace is growing and recently raised a Series B backed by YCombinator, NEA, Greycroft, and the founders of Testflight, Parse, and PagerDuty. The repeat founding team also started Scopely, a $3B+ unicorn mobile startup. Enterprises, revolutionaries, and vendors rely on the Embrace Data Platform to capture 100% of user-behavioral and technical time-based session data rather than relying on sampling. The engineering, data science, UX, and product teams at NYTimes, Hyatt, OkCupid, and Owlet are driving their businesses with Embrace.
What We Do
Embrace is the only observability and data platform built for mobile. Companies, including GOAT, Hilton, P&G, Owlet, and Home Depot, partner with Embrace to observe, proactively analyze, and access the unique datasets of phones, tablets, point-of-sale systems, IoT, cars, and other devices. Their entire teams, whether engineering, marketing, or business intelligence, use Embrace to create and optimize the experiences of their end-consumers and workforces.
Mobile is a unique challenge for mobile teams, who must now think in terms of millions of autonomous devices with an infinite variation of user and environmental variables. Embrace unlocks the value by consuming 100% of the user-behavioral and technical time-based session data. Teams now have real-time observability for product and engineering and automated analysis of now usable and transformed datasets for marketing and BI.
