Customer Success Manager at Brandcast
San Francisco, CA, US
About Brandcast
 
Brandcast is a cloud-based technology platform built for companies to create better websites, faster and to simplify the management of web content. Brandcast allows digital teams to execute the entire website workflow - prototyping, design, content editing, and site management - from a single collaborative hub and without any dependency on development teams.
 
Based in San Francisco, Brandcast is backed by Marc Benioff, TPG Growth-backed Affinity Group, Shasta Ventures, Buchanan Investments, and Correlation Partners. For more information, visit www.brandcast.com
 
We are looking for a dynamic Customer Success Manager to join our growing Customer Success Team. The ideal candidate should be self-motivated, passionate about learning the Brandcast app, and demonstrate the ability to seek out upsell opportunities within current accounts.
 
As a CSM at Brandcast, you exhibit empathetic communication to the customer as well as internally, and act as the customers' main advocate within the company. You have an interest in being an instrumental player in customer retention and expansion during this pivotal stage of a startup organization. You'll work with a team of Customer Success Designers and Customer Success Managers to support our customers and grow accounts. You should feel comfortable working in a fast-paced start-up environment and be willing to constantly get your hands dirty with new projects and initiatives.
 
This role will also require some travel to customers.
 
As part of the application process, we ask that you complete our Brandcast Designer Certification.
 
Your own creativity for problem solving and attitude towards helping others are highly valued in this role.
 

Responsibilities

 

    • Onboarding of new customers through webinars and new customer training sessions: Assist in the development of new tutorials, demos, and additional onboarding collateral.
    • Customer support: Be the first line of contact for our customers for technical support and advice on how to best use the Brandcast platform. Escalate to Product Management and Engineering as required.
    • Account management: Develop a methodical and disciplined account management process for our major brand accounts, including monitoring and promoting account health and customer success, and maintaining and reporting a rigorous set of customer health metrics.

About You

 

    • You have a strong interest in advancing your career in Customer Success/Account Management.
    • You have a proven track record of customer retention, upsells and reducing churn.
    • You have an eagerness to learn the product and become an expert in it, even if you have no design experience.
    • You are willing to wear many hats in this pivotal phase of our growth.
    • You have past leadership, mentorship or management experience.
    • You have the organizational skills to handle a high volume of daily activity.
    • You are a team player, and communicate with empathy.
 
Location and Further Details
 
This position is a full-time position based in Brandcast’s San Francisco office in the South-of-Market (SOMA) district at 842 Folsom Street (between 4th and 5th), not far from Caltrain, AT&T Park, and a 10-minute walk from the Powell St. BART and MUNI stations.
 
Our Benefits
 
Brandcast offers a competitive benefit package, to support the well-being of our employees, staff, and their families. Benefits at Brandcast currently include:
 
Medical Insurance – Blue Shield PPO or Kaiser HMO, plus vision and dental. Up to 100% of employee premium covered, 75% for dependents.
Vacation – 3 weeks/year
Sick – 8 days/year
Paid Holidays – 11 holidays, 2 floating holidays, week-long closure at year-end
Commuter Subsidy – $100/mo subsidy for public transit/parking
Health Club Subsidy – $100/mo subsidy for gym membership
401(k)
Long Term Disability
Life Insurance