Customer Success

Standard Metrics; San Francisco (CA); Remote; USD 105,000 - 145,000; Full time

Benefits offered by this job

Health insurance

Flexible vacation

Parental leave

Transparency

Team offsites

Job summary

Standard Metrics, an AI-driven financial data platform, seeks a customer success professional to manage post-sales relationships with VC/PE firms and startups. You will drive adoption, retention, and renewals while serving as a trusted advisor across sales, data, and product teams.

You will own renewals, upsells, and customer references, develop growth strategies, and partner with product to relay feedback.

Qualifications

• 2+ years in a client-facing role, ideally within customer success or account management.
• Track record developing strategic relationships and driving value realization to ensure retention.
• Experience managing and closing renewals and upsells.
• Strong executive presence and ability to navigate all levels of customer organizations.
• Experience presenting to C-level executives and influencing decisions.
• Ability to work in a high-growth environment and work independently.
• Strong time management, empathy for customers, and excellent written and verbal communication.
• Passion for technology, startups, entrepreneurship, and/or venture capital is a plus.

Responsibilities

• Cultivate long-term relationships with customers and connect with key stakeholders across the business, from senior executives to power users.
• Develop a deep understanding of the customer’s business requirements, challenges, and goals to drive successful outcomes including increasing customer lifetime value and providing references/testimonials.
• Proactively manage relationships throughout the customer lifecycle, from deployment and adoption to growth and renewal.
• Drive platform utilization across customer teams and provide best practice recommendations to drive adoption.
• Own renewals and upsells for your assigned book of customers, forecast revenue growth, and address churn risk.
• Lead recurring Partnership Reviews to align on business priorities and share product roadmaps.
• Be a champion for customers with Product and Engineering teams, ensuring needs are heard and prioritized.

Skills

Client-facing experience

Relationship management

Renewals & upsells

Executive presence

Communication

Independent work

Time management

Venture capital interest

Job description

Standard Metrics is an AI-driven financial data platform that helps investors and their portfolio companies make more informed, forward-looking decisions with automated reporting and benchmarking tools. We’re a team of optimistic product builders on a mission to accelerate innovation in the private markets. Standard Metrics is backed by 8VC and Spark Capital, along with other leading VCs and angels, and is currently a trusted partner for many of the top VC/PE firms in the world.

Come Build With Us

The Customer Success team at Standard Metrics is responsible for the complete post-sales lifecycle of our customers, working with some of the best venture capital firms and startups in the world. We are hiring a passionate and self-driven team player who is a tenacious problem solver, a strategic thinker, and excellent at relationship management.

Members of the Customer Success team play a critical role in ensuring that our customers derive maximum value from Standard Metrics, driving overall platform adoption, customer retention, and contract renewal. You will become a trusted advisor to some of our most important customers, deeply understanding their business, goals, and needs in order to implement best practices and drive increased platform utilization. You will also collaborate closely with our sales, data, and product teams, serving as the customer’s internal advocate, to help us rapidly iterate on the platform.

What You’ll Do

• Cultivate long-term relationships with customers and connect with key stakeholders across the business, from senior executives to power users
• Develop a deep understanding of the customer’s business requirements, challenges, and goals in order to drive successful outcomes including increasing customer lifetime value and collaborating with customers to provide references and testimonials
• Proactively manage relationships throughout the customer lifecycle, from deployment and adoption to growth and contract renewal
• Drive platform utilization across customer teams and provide best practice recommendations to help further platform adoption
• Own renewals and upsells for your assigned book of customers, proactively identifying and addressing churn risk, and accurately forecasting future revenue growth
• Lead recurring Partnership Reviews to align on business priorities, review product usage and insights, and provide an overview of our Product Roadmap and relevant upcoming enhancements
• Be a champion for our customers with our Product and Engineering teams, ensuring their voices and needs are heard and prioritized

What You’ll Bring

• 2+ years of relevant experience in a client-facing role, ideally within customer success or account management
• Track record of developing strategic relationships with customers, identifying business goals, and driving value realization in order to ensure customer retention and reference-ability
• Experience managing and closing renewals and upsells
• Strong executive presence and ability to successfully navigate all levels of customer organizations
• Experience presenting to C-level executives and an ability to influence internal and external decision-makers
• Ability to work in a high-growth environment with a willingness to tackle projects and work independently
• Strong time management and prioritization skills, a natural empathy for customers, and excellent written and verbal communication abilities
• Passion for technology, startups, entrepreneurship, and/or venture capital is a plus

For our employees located in the USA, we aim to pay at or above the market rate of US-based tech hubs like San Francisco or NYC. For international roles, we aim to pay top of market for your country. The estimated annual salary and variable compensation for this role is between $105,000-$145,000, plus a competitive equity package. Actual compensation will be determined based on experience and qualifications.

• Health and dental insurance: We cover you and your dependents' medical/dental/vision insurance 100% in the USA. Internationally we match local health coverage for you and your family.
• Flexible vacation: Take time off when you need it! We find most employees take 3-4 weeks in addition to holidays, but there are no firm rules. We trust our employees to know what's best for them.
• Paid parental leave: 12 weeks of paid leave for all new parents in the USA. Internationally we match parental leave standards in your area.
• Complete transparency: Everyone has full access to business metrics and financial information about the company.
• Regular offsites: While we are a remote-first company and build our communication, processes, and structures with a dispersed workforce in mind, we also love getting the team together. On a recurring basis, we fly the whole team out to an exciting destination to plan, bond, and innovate.

We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If you need additional accommodations to feel comfortable during your interview process, reach out at [e-mail].