Scaled Customer Success Manager

Responsibilities

• Own the end-to-end success for a high-volume book of Loom's customers, responsible for onboarding, revenue retention, growth, and adoption. Within this overarching goal, you will:
  • Help build the foundations of Customer Success at Loom: As an early member of our team, you'll be instrumental in helping define our motion
  • You will test playbooks and program ideas and track results based on defined customer goals
  • Serve as the customer's trusted advisor and product expert: You'll host training, onboarding, and working sessions to educate our customers and dig deep into new use cases for Loom
  • Conduct discovery to generate Customer Success qualified opportunities that can be shared with Loom’s Sales team and unlock growth
• Serve as a representative of Loom to our customers, conveying our strategic and product direction, and sharing how this direction will contribute to our customers’ collaboration goals;
• Serve as a representative of our customers back to Loom's cross-functional teams, advocating on their behalf to ensure we’re working in the best interests of our customers;
• Use customer usage metrics to find opportunities to deepen Loom's footprint and impact with our customers; and,
• Contribute to the development of the Customer Success team by bringing strong team-orientation, finding opportunities to share knowledge and best practices, and participating in hiring as needed to fuel the team’s expansion.
• Operate in a fast-paced environment, juggling priorities of multiple internal and external parties.

What We're Looking For

• You have 4+ years of success in your current Customer Success, Lifecycle Marketing or Account Management role
• You've been a first or early hire at a fast-growing start-up before (you embrace ambiguity)
• Ability to build Customer Success playbooks and new processes based on learnings (familiarity with Outreach.io and Salesforce.com is encouraged)
• You’ve got strong technical chops
• You have experience managing and expanding customer relationships with a strong commercial aptitude, including overcoming objections to achieve results
• You are data-driven, comfortable with analyzing large data sets to understand trends and identify leading-indicators to influence decision-making.
• Effective communication at scale is one of your superpowers.
• A self-motivated, dedicated teammate with innovative ideas to inspire customer adoption