💰Compensation: $70,000 - $100,000 base salary with total expected compensation of $110,000 - $140,000 based on qualifications and experience.
About Ceros
At Ceros, we believe content is your most valuable asset. It forms the foundation of your brand, shaping first impressions and setting the stage for successful engagement with your audience throughout every stage of the buying journey. In a world where buyers are inundated with endless media, the need for your content to cut through the noise is critical to ensuring it has an impact.
Our no-code content creation platform empowers businesses to transform the buying journey with rich, interactive content that captures the attention of today's busy buyers and drives real business outcomes. The platform makes it faster, easier, and more cost-effective to create premium content, allowing businesses to scale it across their go-to-market programs.
Today, Ceros powers some of the most engaging experiences on the web. In 2023 alone, interactive content created with Ceros — from landing pages and pitch decks to case studies and guides — was viewed more than half a billion times, with over 3 million comments added using MarkUp, our visual collaboration tool.
Working at Ceros means making an impact at scale. Our products and services are beloved by over 500,000 users and leveraged by leading brands including Workday, Colliers, Getty, McKesson, and McKinsey. Ceros is backed by top-tier investors, including Sumeru Equity Partners, Grotech Ventures, Greycroft, and Starvest Partners.
The Role
As a Customer Success Manager, you will be a trusted advisor to our customers, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle. You'll be responsible for understanding customer requirements, onboarding new customers, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction. You will work with our customer day-to-day counterparts to drive successful outcomes from a product adoption and usage perspective. Monitoring the health of customer relationships, you will predict and navigate customer challenges and offer solutions that drive satisfaction and ultimately lead to retention, and cross-sell/up-sell opportunities.
Key Responsibilities
Strengthen client relationships health post-sale by deeply embedding yourself in their accounts to drive high engagement
Constantly assess "health checks" for your customers to drive product usage & adoption, customer satisfaction (NPS) and identify further areas of education
Serve as a client advocate and work with the Account Executive to drive strong renewal rates, reduce churn, and generate higher wallet share
Serve as the 'voice of the customer' and provide internal feedback on how we can better serve them to maximize customer value
Maintain a deep understanding of our product & ecosystem in order to speak with customers about the most relevant features/functionality and resources to meet their goals
Collaborate with relevant ecosystem partners in professional services, customer support, educate or marketing organizations to ensure client success measures are met
Develop and execute strategic plans for internal & external stakeholders as well as quarterly business reviews
Bring value to clients beyond the technology through event promotion and sharing content program best practices
Quickly identify accounts where usage is low, understand why, and take action to increase adoption
Practical stuff we anticipate you having
3+ years of customer success/account management experience, preferably in a SaaS business environment
Experience balancing the needs of multiple stakeholders and working under tight time frames with resource constraints (3-5 years)
Proven track record in a client-facing role, driving client engagement, handling difficult situations and challenges, and delivering exceptional client service
Demonstrates a high degree of organization and proficiency in leveraging internal systems
Excellent communication skills and confidence to build relationships at all levels
Fundamental understanding of design and digital marketing
Highly dependable, team player, self-starter, high energy, positive attitude with good organization and time management skills
What we're looking for from the heart
Passion, enthusiasm, energy, humor, team player mentality, and the ability to convey this through communication and presentation skills.
Intellectually curious; you want to understand everything about our customers & market opportunity.
Comfortable working in a complex and constantly evolving customer success environment to drive successful customer success outcomes, and strengthen key client relations while handling multiple initiatives at once.
Key Things to Know
This is a full-time position
This is a remote-first role
Ability to travel 25% of the time
Benefits
📈 Stock options
🏥 Premium health insurance*
🏦 401K matching*
👶 16-weeks paid parental leave for primary caregiver
👩💻👨💻 Stipend towards experiences in which Cerosians can collaborate, educate, and create social connections with one another
🏢 Unlimited access to co-working spaces around the globe
Varies based on location
At Ceros, we are deeply committed to the recruitment, retention, and growth of diverse talent; uniting people from unique backgrounds in our shared passion for unlocking creativity through technology.
As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.
Pay Range Varies Depending On Qualifications And Experience
Base Salary
$70,000—$100,000 USD
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Technology, Information and Internet
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