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Senior Customer Success Manager (m/f/x)

Cello

Cello

Customer Service, Sales & Business Development
Remote
Posted on Tuesday, October 17, 2023
Your Mission
We are currently looking for a Senior Customer Success Manager (m/f/x).
Your mission is to ensure our customers will be on a market-outperforming trajectory as the backbone of our own growth. It’s about enabling a fast time-to-value, helping our (enterprise) customers to make the most of our product and unlocking the force of user-led growth.


⭐ TL;DR
  • Seed, GrowthTech
  • Remote-first (+/-3 CET)
  • Competitive base salary + eVSOP
⭐ Why join
  • Unique growth opportunity: early-stage GrowthTech start-up backed by top-tier investors like HVCapital, ByFounders, TinyVC, and operator angels from YouTube, Personio, and Workday (5.4M€ total funding)
  • Co-create & execute the roadmap of a product that went from inception to go-live with first customers within 8 months (Typeform, Moss, Join etc.)
  • Strong momentum: paid ad prices are skyrocketing, and there is a tech downturn - SaaS companies are looking for more cost-effective sales channels
  • We onboard 15 new customers every single month and already have more than 1M monthly enabled users.
  • Become a central part of an experienced and passionate co-founding team on our journey to a truly great company (ex-Twilio, ex-Microsoft, ex-Accenture etc.)
⭐ Your Responsibilities
  • You will act as a trusted advisor to our customers to ensure their success
  • You will guide customers through the onboarding and set them up for success
  • You will run data-driven growth experiments with customers to optimize conversions
  • You will in particular focus on enterprise accounts
  • You become an expert on our product to solve customers’ problems and identify opportunities for future product development
  • You will work closely with our product teams to ensure customer feedback is heard and shape the future of our product pipeline
  • You will help to define and implement the Customer Success Operating Model
  • You will own the entire customer lifecycle, from onboarding to engagement and renewal
About You
❤️ Every candidate's skills may not exactly match a job description. We value multiple backgrounds and welcome applicants from other industries who meet the requirements. We encourage applicants with other experience to apply, even if they do not possess the desired qualifications. We might be a good fit for you even if you are just starting out in your career or you're not following the traditional path. The company always looks for people who can bring something fresh to the table.

Required
  • 6 years of experience in a customer-facing role, e.g. Customer Success, Technical Account Management, or Technical Project Management in high-performance environments, ideally B2B SaaS environment or consulting
  • Proactive communicator with a track record of engaging with international customers at all levels including C-level decision-makers
  • Creative but structured thinker who guides customers through challenges to create impact
  • Works through complexities with deep, data-informed analysis; thinks ahead on potential outcomes for actions and formulates and executes on ideas in an understandable and pragmatic way
  • Skills and knowledge around issue tracking, agile development processes, product development tools
  • Solid technical understanding to engage with CTO/ product managers and leverage internal Cello team and support resources
Nice-To-Have
  • Engineering experience with a passion for technical solutions. Solid understanding of Python, CSS/HTML, and SDEs
  • Willingness and flexibility to take over US customers
  • Marketing & Growth background as plus
  • Experience in early-stage B2B SaaS start-ups
  • Experience in working with highly developer-focused products
  • Track record of scaling CS by producing outstanding, reusable content
Benefits
❤️ In the end, it’s all about the team and our culture. Understand why we love our job and see what it’s like to work at Cello in our People Playbook. We have some compelling perks and benefits.
About us

We believe the future of marketing is word of mouth and are on a mission to supercharge product growth by making word-of-mouth rewarding. Cello is the world’s first all-in one referral platform that helps businesses harness their most passionate users and affiliates to drive word-of-mouth growth at scale.

Our platform allows users to share and discover any SaaS product with only a few clicks. By inspiring users to share the products they love, we are virtually reinventing how companies sell and market products.

Category leaders including Typeform, Moss and Join rely on Cello to put growth in the hands of their users.