Digital Customer Success Manager

  • Full Time
  • USA

Website Typeform

About Typeform
One sunny Barcelona morning, two designers sat down to build a beautiful lead gen form for a bathroom company’s showroom. They ended up reimagining the data collection experience, and realized it was one idea they wouldn’t be flushing down the toilet. Today, Typeform is a team of over 300 people from more than 35 countries, with offices in Barcelona, Spain and San Francisco, US.

We’re building a world where brands, businesses, and their communities can have more personal relationships with the people who matter most. To do this, we give people the tools they need to have conversational experiences at scale-because meaningful relationships start with conversations.

From online lead forms and engaging quizzes, to face-to-face encounters in the office, help us build more meaningful relationships, one conversation at a time.

About the Team:
The Customer Success Team is focused on helping Enterprise customers explore what’s possible with Typeform and VideoAsk. We walk alongside our customers through onboarding and adoption to nail their original use case, and proactively add value through renewal and beyond.

Ultimately, we believe Typeform and VideoAsk can empower our customers to build meaningful relationships with their team members and customers alike. That mindset drives us as we seek to enable mission critical processes for our customers, and maintain a strong core relationship

About the Role:
As a Digital Customer Success Manager, you will be primarily responsible for partnering with the majority of Typeform’s Enterprise customers as a consultant-at-scale. Part consultant, part project manager, you’ll work with new customers who have purchased our entry level Enterprise plans, as well as some existing customers that have upgraded into an Enterprise plan. Using ChurnZero, Salesforce, and a few other tools, you’ll proactively identify opportunities for these customers to expand their use of Typeform, and continue their partnership with us after renewing. You’ll be a great fit for this role if you love analyzing data, find satisfaction in iterating on and improving processes, and enjoy working with customers but prioritize efficiency and communicating at scale.

Here’s some of what you’ll be doing:
Utilize one to many communication strategies to drive end user engagement, maximize product adoption and deliver proactive renewal reminders
Use ChurnZero to monitor customer health, usage metrics, and progress
Connect with and assist customers when they fall out of engagement cadences
Collaborate across teams (Sales, Support, Customer Lifecycle, Community, Marketing) to ensure a smooth journey,
Identify and share feedback with those same teams to ensure we have the right content in place to drive revenue and engagement at scale.
Iterate on the tech touch program by developing cadences of value-driving “tech touches” across the customer journey: onboarding, adoption, impact, expansion/renewal
Partner with customers at key moments in the customer lifecycle to develop a thorough understanding of their needs and coach them on how to use Ramp to reach their desired objectives
About You:
2+ years of relevant work experience in SaaS
Just as comfortable communicating 1:1 in an email as you are 1:100 on a live webinar
Easily builds rapport with customers and team members
Process-driven and analytical
Ability to breakdown and communicate technical terminology in a non-technical manner
High level of discipline; a self-starter who holds herself/himself accountable to exceed expectations
A passion for delivering the highest level of service
Natural curiosity
A team-focused, collaborative instinct
Flexible, open to change, and a sense of humor never hurts!
These would be great:
You have worked with ChurnZero (or similar tools in the past)
Experience in a tech-touch CS motion is a plus
You have experience working with cross-functional teams/departments
Today, more than 2.5M people from all over the world use Typeform. We celebrate the diversity of our customer base, and we want our employees to reflect those differences. At Typeform, we’re committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We strive to be a more equal opportunity workplace.

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