Customer Success Manager at SendBird
San Mateo, CA, US
At SendBird, we are building the most scalable and powerful chat API in the world. We have customers from over 30 countries around the world and serve a wide-range of use-cases across communities, marketplaces, on-demand services, games, and e-commerce. We are working with some of the best customers in every industry, and since graduating Y Combinator in 2016, we have become one of the fastest growing startups in Silicon Valley.
 
SendBird is headquartered in San Mateo, California and have an APAC office in Seoul, South Korea. This position is for the San Mateo office.
 
As a Customer Success Manager, you share our vision of endless tenacity for customers. You will own and manage customer relationships to drive adoption, retention and growth. 
Roles & Responsibilities
  • Understand customer KPI and goals 
  • Proactively make strategic recommendations that deliver ROI throughout the customer’s journey 
  • Drive account growth and expansion by developing an understanding of SendBird’s products and features, and aligning them to customers needs
  • Create and deliver consultative business reviews that offer insights which result in potential expansion opportunities
  • Monitor customer usage trends and proactively reach out with helpful recommendations
  • Meet with customers in-person to discover and understand their needs as well as provide guidance
  • Own the customer relationship and journey from onboarding to renewal
  • Work cross-functionally with Sales, Marketing and Engineering
Key Qualifications
  • Ideally 3+ years of experience in Customer Success, Management Consulting, Business Development, or a client-facing role 
  • Exceptional communication and presentation skills to all levels of management
  • Ability to create structure in ambiguous situations and design effective processes
  • Passion for technology and for contributing to a fast-growing SaaS company
  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Engineering)
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
  • Someone who understands the nature of working at a startup company
  • Strong interpersonal skills and experience building strong internal and external relationships
  • Diplomacy, tact, and poise under pressure when working with customers
  • Alignment with our 7 core values 
Bonus Points
  • Experience working for a SaaS startup
  • Experience working with SalesForce
  • Experience working with ChurnZero