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

PERKS

Pick your new laptop!

4 weeks PTO!

100% Paid Benefits

12 US Paid Holidays

Fun working environment!

Flexible work schedule

Opportunity to work for one of the hottest startups on the planet!

ABOUT SENDBIRD

SendBird is the world's leading chat & messaging platform as a service. Our mission is to digitize human interactions for businesses. Our platform delivers billions of messages per month to help people connect through the products and apps they love.

We’re a Y Combinator alumnus (W16) and have raised over $120M from leading investors including ICONIQ Capital, Tiger Global Management, Shasta Ventures, August Capital, and FundersClub. We are headquartered in San Mateo, CA (40+ employees) with an Asia-Pacific office in Seoul (50+ employees).