Customer Success Manager

Website Donut

At Donut we are on a mission to create more trusting, collaborative, and successful work relationships. We believe genuine relationships are the key to being engaged, happy, and successful at work.
Donut came together over a shared passion to help people connect, and the insight that strong relationships at work are the bedrock of a successful team. Employees who feel socially connected to their coworkers express greater individual purpose and fulfillment, less workplace loneliness and isolation, and improved performance and productivity. We are building a company that embodies those ideals while instilling them in others.
Our customer team is a small but mighty trio supporting a fast-growing base of 12,000+ teams with big revenue goals.
We’re looking for an experienced customer success manager to build and own meaningful relationships with our enterprise customers. Donut’s mission is to create connections that build authentic relationships, which in turn creates collaboration and camaraderie — and we’ll be relying on you to live that mission when it comes to managing enterprise accounts. You’ll be equal parts teacher, trusted advocate, and product expert to help customers build connected and productive teams.
As our first dedicated customer success manager, you’ll also play a key role in developing both strategy and processes for customer success operations.
What You’ll Do
Lead and participate in touchpoints that drive product adoption of Donut
Be a first point of contact for enterprise customers after contracts close, assisting with account setup, customer onboarding, and implementation. 
Facilitate customer success plans and QBRs with decision-makers to drive adoption and growth. Coach customers with proactive customer success processes, and train their teams on Donut best practices.
Monitor health metrics for accounts, and troubleshoot when necessary
Own the entire lifecycle of the customer relationship, from onboarding and implementation to negotiating and wining renewals
Collaborate cross-functionally to advocate for customer needs and product requests to create solutions for customers
About You – Musts
5+ years of experience in a customer success, account management, or other customer-facing role, including at least 2 years of experience as a customer success manager working with organizations of 500+ employees
Experience with B2B SaaS and using Slack in a professional setting
Proven track record of successfully managing customer relationships and owning the renewal process
Is curious and creative – We love our customers, and know you will too! The ability to ask good questions, be empathetic, and search for innovative solutions are important to us
Is a self-motivated team player with strong interpersonal skills and the ability to build both internal and external relationships
Hours: This is a remote position for US-based employees, but you must be available for meetings and synchronous communication during our core collaboration hours of 11am-5pm ET
About You – Bonuses
Have been a CSM at 2 or more companies
Experience working with freemium or self-serve B2B SaaS products
Knowledge of Intercom and/or Hubspot
The salary range for this role is $95,000-$130,000 annually.
Benefits (full-time US employees)
– Medical, Dental, and Vision benefits
– 401(k) with company match
– Diversity, Equity, and Inclusion program
– Unlimited paid time off and 10 company holidays
– Paid family leave
– Monitor stipend
– Home office stipend
– Mental health benefit
About Donut
Donut has made millions of connections and is used by over 20,000 companies. Donut has raised $12M in venture-funding from investors including Accel, Bloomberg Beta, FirstMark, and Slack Fund:
Donut is an equal-opportunity employer and we value diversity, equity, and inclusion at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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