Senior Customer Success Manager, Pacific Time Zone

Company: OfferFit
Location: Boston
Posted on: October 20, 2024

Job Description:

The Customer Success Manager is a critical individual contributor role on our growing Customer Success team to ensure OfferFit customers are highly successful with the product. In this capacity, you will collaborate closely with different teams, internally and externally, to drive renewals, upsells and expansions. You'll oversee design and execution of OfferFit use cases, working closely with customers to identify future use cases, and own executive level relationships. You will also contribute significantly to the OfferFit product development process, and act as the voice of our customers. Finally, given the analytical nature of OfferFit's product and use cases, you will conduct analysis of results and build compelling presentations to communicate customers insights, troubleshoot issues, and showcase OfferFit's value proposition.
In particular, you will:

• 
  
• Support CS Director to build meaningful relationships across our customers' organization
  
• Work with implementation and data science teams to drive the success of AI use cases with our customers
  
• Work closely with the OfferFit sales team to drive renewals & upsell opportunities
  
• Develop deep understanding of customer business context and pain points to facilitate the strategic mapping of OfferFit value proposition
  
• Serve as strategic partners to guide our customers in maximizing business value from their use of OfferFit
  
• Conduct analyses (including using Excel, SQL) and provide data-driven presentations on OfferFit's business impact, use case insights, and guide customers through troubleshooting
  
• Synthesize and communicate stories based on customer insights
  
• Communicate customer needs to OfferFit's product & marketing teams to ensure a customer-centric product roadmap
  
  Why is it great:
  
  
• Be the face of the company, working alongside our customers to help them succeed.
  
• Lead the AI transformation happening in marketing technology today - OfferFit is at the forefront, so you'll be in the middle of the action.
  
• Join OfferFit's fast-paced, supportive, and professional team. We make sure all of our team members are empowered and receive great mentorship and coaching.
  
• Our customers really love working with us! Check out what they have to say about OfferFit here: https://offerfit.ai/content?type=case-study
  
  Who's a fit:
  
  • 
    
  • Entrepreneurial: you take initiative, work around obstacles, and always seek creative ways to get to the next level
    
  • People person: you build trust-based relationships with external partners, and combine empathy with a willingness to have direct, challenging conversations
    
  • Analytically-driven: You are able to draw insights from raw data and perform analysis that is helpful and clear to customers
    
  • Technology enthusiast: you are passionate about new technologies and their potential to impact business-as-usual
    
  • Structured and organized: you can structure a plan, align stakeholders, and see it through to execution
    
  • Clear communicator: you are able to express yourself clearly and persuasively, both in writing and speech
    
  • Prior Strategy Consulting experience preferred. Familiarity with data science or machine learning is a strong plus.
    
    Additional Requirements:
    
    • 
      
    • Physically located in Pacific Time Zone (US or CAN)
      
    • 20% travel to customers are expected
      
      The base salary range for this position in the United States is $140,000-$159,000 per year, plus eligibility for additional bonus ranging $34,000-$39,000; Eligibility for an additional end of year performance bonus, commissions (when applicable) and/or equity options may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, depending on the position offered. Please note that we adjust compensation for non-US countries using a relative cost of labor adjustment between the US and your country of residence. Applicants should apply via OfferFit's internal or external careers site.
      OfferFit Benefits and Perks:
      
      • 
        
      • Generous PTO (starting at 25 days PTO per year) and Parental Leave policy (12 weeks paid)
        
      • 100% remote work environment with flexible hours
        
      • Quarterly gatherings where we meet in person in a different city to work together, bond as a team and celebrate our progress
        
      • Weekly team events (lunch and learns, trivia, virtual escape rooms, town hall and team health "barometer" meetings)
        
      • Ability to learn and develop from an experienced leadership team (ex-Amazon, McKinsey, BCG, and IBM, among others) who are focused on building a talented, diverse, and inclusive team
        
      • Dedication to building a strong culture (e.g., team resource groups, weekly recognitions, major life event celebrations, mental health/sustainability days off, etc.)
        
      • [US Only] Competitive Employee benefits (major medical, vision, dental and LTD) and 401K matching program
        
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Keywords: OfferFit, Boston , Senior Customer Success Manager, Pacific Time Zone, Executive , Boston, Massachusetts