Scale Customer Success Manager

Who we are

Coefficient is a VC-backed SaaS startup based in the SF Bay Area.  Our culture is centered around people who are smart, driven, curious and collaborative. We are embarking on a journey to unleash the power and flexibility of spreadsheets across all of the data in company systems. The founders are serial entrepreneurs whose last startup, Shopular, was backed by Y Combinator and Sequoia and acquired by Rakuten Ebates.

What we do

Coefficient provides a no-code solution that enables business teams to access their company data in real-time directly from their spreadsheets and make it actionable across the organization. Whether their data lives in business applications, databases, data warehouses, or business intelligence solutions, business users can easily work with this data without IT involvement.

Using Coefficient, business teams can be more effective with company data that's connected, automated and performant in the most familiar and flexible analytics product - their spreadsheet. By meeting users where they are, companies can now reduce friction between IT and business teams to drive higher efficiency and growth.

Your Role

We are looking for a high agency, high aptitude problem solver to join our Customer Success team. You will manage both scaled CS programs and 1:1 relationships with the top customers in your book of business. In this role, you will focus intensely on driving product adoption and delivering exceptional value for our customers, resulting in strong retention and expansion KPIs.

This is a cross-functional role, working closely with the sales, marketing and product teams to align resources for the best customer outcomes. This is a great opportunity to join a rapidly growing Series A company to build the playbook that will help us grow for years to come.

Responsibilities

• Deliver an exceptional customer experience.
• Develop and nurture strong customer relationships to understand their business goals and needs.
• Implement and run user training and enablement sessions with a “train the trainer” model to enable scale as needed.
• Create and implement customer success plans that outline goals, potential challenges, KPIs, and timelines.
• Codify best practices, guides, and playbooks based on interactions with customers.
• Gather and relay customer feedback to internal stakeholders and identify themes across customers to incorporate into product planning.
• Collaborate closely with the Sales team to ensure seamless handoff between pre-and post-sale.
• Anticipate at-risk renewals or user churn and collaborate with the relevant internal teams to devise corrective action plans.
• Foster customer advocacy and facilitate customer testimonials and case studies.

Basic Qualifications

• Must have 3+ years of experience in a customer success (or similar) role. PLG experience is a big plus!
• Must have (at least) intermediate-level knowledge of Google Sheets and/or Excel.
• Have a solid track record of delivering exceptional customer experiences.
• Possess strong presentation and communication skills, particularly when engaging with executives and leaders.
• Demonstrated ability to identify customer pain points and map product features to a solution.
• Strong written and verbal communication skills - You are an effective communicator and listener and adapt quickly to varied communication methods.
• Collaboration - You value teamwork and contribute to a synergistic work environment where people learn from one another.
• Experience with HubSpot, Notion, Slack, and Zendesk is a plus!

Preferred Qualifications

• Bachelor’s degree (Business, Communications, IT, Finance or Psychology preferred)
• Proven ability to cultivate genuine connections and engage in meaningful discussions with stakeholders.

We are open to hiring this person either in Canada or in the San Francisco Bay Area.  If located in the Bay Area, this role would be hybrid in-office three days a week. 

Coefficient takes a market-based approach to pay. The candidate's starting pay will be determined based on job-related skills, experience, qualifications, and interview performance. For candidates located in the San Francisco Bay Area, the salary range will be $85,000-125,000. For candidates outside of the Bay Area, the salary range will be determined by location and adjusted for cost of labor. If you have questions on this, please contact our recruiting team for more information.

Bottom line

This is a unique opportunity to join an early but well-funded startup, and to shape the future of both our product and company. We are creating a new breed of data software that will make business teams orders of magnitude more productive when working with data.

Our Benefits:

• Medical, Dental and Vision Insurance

• Unlimited PTO

• Parental Leave

• 401K Plan

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.