Senior Customer Success Manager

SUPERHUMAN 👉

We exist so that professionals end each day feeling happier, more productive, and closer to achieving their potential.

Today we are…

• The fastest email experience in the world
• Loved and adored: see what our customers say

Our customers get through their inboxes twice as fast; many see inbox zero for the first time in years.

Come shape the future of email, communication, and productivity!

BUILD LOVE 💜

At Superhuman, we deeply understand how to build products that people love. We incorporate fun and play; we infuse magic and joy; we make experiences that amaze and delight.

It all starts with the right team — a team that deeply cares about values, customers, and each other.

CREATE MASSIVE IMPACT 🚀

We're not solving a small problem, and we're not addressing a small market. We're going after email; the one activity that consumes more of our work day than any other.

Our ambition doesn't stop there. Next: calendars, notes, contacts, and tasks. We are building the productivity platform of the future.

DO THE BEST WORK OF YOUR LIFE 🌟

We have created the frameworks for how to build product market fit and redefined the narrative of how to onboard customers successfully. We have shown the world it’s possible to build a premium productivity brand. Our investors include Andreessen Horowitz, First Round Capital, IVP, Tiger Global Management, Sam Altman, and the founders of Gmail, Dropbox, Reddit, Discord, Stripe, GitHub, AngelList, and Intercom.

This time, we’re swinging beyond the fences and fundamentally rethinking how individuals and teams should collaborate. We are building a household brand and a worldwide organization. We are here to do the best work of our lives, and we hope you are too.

As a Senior Customer Success Manager, you'll work with the Customer Success team to build strategic relationships with our Mid-Market customers, develop repeatable processes and best practices, and ensure Superhuman has excellent customer satisfaction, retention, and expansion.

ROLE 👩🏽‍💻👨‍💻

Own the end-to-end Customer Journey:

• Manage a dedicated book of business consisting of Mid-Market & strategic managed accounts including pilot conversion, onboarding, ongoing success, and renewal
• Onboard key contacts (leaders) from your new accounts by setting objectives that teach new customers the core product functionality. Level up existing customers with advanced product training
• Partner closely with Account Managers on prioritized accounts to ensure that customers achieve product activation and usage
• Identify and build relationships with product champions and users (especially power users) to drive product adoption

Build Customer Success Best Practices:

• Define, develop, and deliver playbooks & offerings to encourage adoption and prevent churn
• Improve internal playbooks and workflows by providing best practices that help to improve product adoption
• Identify low utilization accounts and provide solutions to drive product activation and usage
• Maintain healthy customer delight rates, referral rates, and retention levels

Advocate for the Customer

• Identify risks to customer retention and employ strategies to remove roadblocks and deliver success
• Interpret customer insights to drive product improvements and act as the voice of the customer to Superhuman's Product team
• Act as a trusted advisor to ensure that customers are fully leveraging Superhuman to achieve agreed upon objectives and priorities
• Maintain an understanding of the Superhuman product and the productivity industry to drive greater customer engagement on the most relevant features/functionality for their specific business needs

SOUND LIKE YOU? 🙌

• Experience: You have 3-5+ years of experience in Mid-Market Account Management and/or Mid-Market Customer Success
• Asynchronous Communicator: You’re effective across various mediums (especially Slack, notion, and email) and can produce and consume detailed written materials as needed without sacrificing speed. You respond quickly and thoughtfully to unblock others and speed things up.
• Relationship Builder: Ability to grow and nurture strategic relationships with external stakeholders at the executive level of large organizations
• Strategic: You have experience gaining a deep understanding of customer’s business goals and building strategies to support those outcomes
• Trusted Advisor: Advocates for the customer and provides clear pathways to success that are simultaneously appropriate for the customer and the customer’s long term relationship with Superhuman.
• Growth Mindset: You embrace challenges, welcome feedback, and see effort as the path to mastery. You believe that you and others can always learn and grow.
• Start-to-Finish Ownership: Acts with 100% responsibility for their own outcomes as well as the outcomes of the company.
• Cares deeply, challenges directly: Discusses and debates ideas openly. Focuses on the customer and business ‘so what’ and challenges stakeholders to take impactful action.
• Location: We're open to you from a home office anywhere in the United States.

SALARY INFO 💸

The Sr. Customer Success Manager role may span a range of experience and expertise. Through our interview process, we will review your background, local market data, and use a mix of technical and qualitative assessments to determine where you fall in our range. We will talk about compensation in our first conversation and be transparent throughout the process about which level we think is the best match for you in our organization.

Our starting salaries for this role range from $91,000 - $130,000. The salary range does not reflect total compensation, which includes salary, benefits, and company stock options.

We are open to hiring for this role anywhere in the US.  We take a locally informed approach to compensation, and our range is inclusive of starting salaries in different geographies.

BENEFITS 🎁

Taking Care of Your Future 🙏

• Medical, dental, and vision insurance: 100% coverage for you and 75% coverage for all your dependents.
• Voluntary insurance: short-term disability, long-term disability, and life insurance.
• 401(k) plan (we match 75 cents per dollar, up to 4% of your salary).
• Free access to Northstar, a financial wellness platform that provides financial advisors + personal finance tools.

Generous Time Off 🏝

• Enjoy our generous and flexible Paid Time Off (PTO) policy, with our amazing team members taking an average of 20 days per year.
• 13 additional company holidays (includes Care Days, Flexible Holidays) and a company-wide Winter Break.
• Generous parental, caregiver, healthcare, and compassionate leave policies.

Investing in Your Growth ✍️

• $3000 per year towards your professional development.
• Free access to Calm
• Allyship education program to help build your best self.

Setting You Up For Success 🧑🏻‍💻👩🏾‍💻

• Custom MacBook Pro.
• $1000 budget for workstation setup.
• $260/month for your lunches, groceries, or whatever nutrition you need to stay fueled up!
• Flexible spending accounts for commuter costs, dependent care, and healthcare expenses.

At Superhuman, we value diversity. We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.