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Strategic CSM - Digital User Behaviour

Job Title: Strategic CSM - Digital User Behaviour
Contract Type: Permanent
Location: United States
Salary: Basic to $160000 per annum + Company Benefits
Start Date: ASAP
REF: GDG1003
Contact Name: Guy Dalton-Griffin
Contact Email:
Job Published: over 3 years ago

Job Description

In the last year alone they have had:

  • $40mil series D funding bringing total equity funding to date to $100+ million. 
  • 400 new customers, bringing their customer portfolio to 850 - that's an 80% increase in one year alone.
  • A brand new office in London the companies first European location with plans to hire 175 staff this year.
  • Named to Forbes’ Cloud 100 and Next-Billion Dollar Startups lists and also recognized as a Cool Vendor 
  • They have grown by 200% in the last two years and they're not slowing down! Currently at 300 employees.
SaaS based platform that helps product teams capture user behaviour, gather feedback, understand product usage and assess customer loyalty all without the need for any coding. In other words, it allows to answer questions like which features are customers using? Which features are they ignoring? Which ones are successful and which are causing confusion? With this, you can target and prioritize features and enhancements, identify which customers are at risk for churn, and which ones are an advocate of the platform.
The Role: 
Looking for a Strategic CSM to come in and be a sole contributor. Someone who is gritty, someone with know how and gravitas, someone who will create goals for the clients and take that step further from your average CSM role.
  • You will be looking after 12-15 accounts - book of business between $2-3 million dollars - 
  • The clients are spread out, you'll deal with multiple stakeholders up to C level - there will be travel sometimes.
  • Hugely relationship focused - Looking for a very mature customer success person who will have the confidence to be spending most of their time out and about with clients, taking them for lunch, out for dinners, rather than somebody who is going to sit behind a phone and email in the office.

Ideal location - Someone based in Raleigh, North Carolina, HQ, this is a cool, growing tech area.
2nd - New York or San Fran
Benefits and perks:
  • A choice of health and wellness plans that meet your needs, including medical, dental, and vision benefits covered 100% for your entire family.
  • An open vacation policy, flexible work hours, and paid parental leave.
  • Company Equity
  • 401k


Key Experience Required:

1. Someone in a Customer Success role currently.
2. Must come from a SaaS background.
3. Someone who has been targeted with retaining clients - big part of the job - your bonus will be based solely on this.