Customer Success Manager
About the company
BigSpring is a GenAI platform that retools people with the latest innovation to accelerate growth at companies like Google Cloud, Cisco, Pfizer, HSBC and Tata. We have a modern take on enablement that is agile to keep pace with rapid change, and focuses on practice (vs content) to keep people job-ready. BigSpring’s AI-driven practice engine powers personalized campaigns with continuous practice and scoring to uplevel people, at pace with the latest innovation. BigSpring integrates with the enterprise tech stack to map the latest best practices to revenue, in turn informing new campaigns. Our mobile-first platform is fast, simple and every person’s pocket coach.
BigSpring has been selected as a World Economic Forum Technology Pioneer and our investors include John Chambers, Stewart Butterfield, and Adam Grant.
Location: United States, remote. Preferably in the San Francisco Bay Area, but not a must.
About the role
Our Customer Success team advises and guides a wide variety of customers – usually large enterprises – ensuring they use BigSpring successfully, adopt it widely and are continually deriving value from BigSpring, such that renewals are a non-event. Our CSMs work closely with customers to discover their business needs and challenges and then coach and enable them on the best ways to use BigSpring to solve them.
Working closely with the Sales team, our CSMs also identify new use cases for BigSpring, while mapping and navigating sometimes complex customer organizations to ensure we build relationships with the appropriate stakeholders to gain buy-in. Our CSMs are also the conduit for user feedback and collaborate with the product team on prioritizing the product roadmap.
This role is part consultant, coach, project manager, data analyst and product expert.
In this role you'll:
- Approach every customer with a metrics and outcomes based mindset.
- Serve as the primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution.
- Build trust with customer stakeholders and ensure decision makers are informed on progress and successes
- Partner with the BigSpring Sales team to help drive growth, retention and expansion at the customer.
- Partner closely with other cross-functional team members to translate business needs and product requirements into improvements and new solutions for customers.
- Continually adapt customer success best practices to refine them over time.
- Help win customer references and create case studies.
What you'll bring to the team:
- 5+ years of work experience
- Startup hustle & experience working for a SaaS tech startup (a must)
- Relevant work experience in a customer-facing customer success, account management or strategic consulting organization.
- Proven track record of high customer retention, renewal, and growth in a SaaS context
- Experience driving product adoption within large enterprise population
- Problem solver and strategic thinker, using data
- Self-motivated, proactive team player with innovative ideas to inspire customer engagement and adoption.
- Strong interpersonal skills and experience building strong relationships. Experience working across cultures and timezones preferred.
- Diplomacy, tact and poise under pressure when working through customer issues and with high uncertainty.
Why you'll love working here:
- You'll be part of an innovation-driven, high-growth company on a mission to improve people's lives
- Competitive compensation package with equity
- Flexible location and work from home
- Medical, vision and dental coverage
- Flexible vacation and PTO
- Female Founder/CEO
- Supportive, highly collaborative team environment
BigSpring is an Equal Opportunity Employer. BigSpring does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. You must have authorization to work in the location the position is posted.
To apply, email us at: recruitment@bigspring.ai