Customer Success Manager

Crayon; Boston (MA); On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Paid parental leave

Paid time off

Job summary

Crayon is seeking a Customer Success Manager based in Boston to partner with customers, helping them harness Crayon’s competitive intelligence capabilities to drive retention and growth. You’ll serve as a trusted advisor, lead trainings and onboarding, and run success plans while representing customer needs cross-functionally to shape value delivery.

You will be a key driver of Crayon’s vision to become the best CS team in SaaS, working to scale customer impact and retention while collaborating

Qualifications

• 2+ years managing B2B SaaS accounts focused on retention and growth.
• Strong project management skills with ability to manage multiple customer relationships.
• Ability to navigate ambiguity in a fast-paced environment.
• Roll up your sleeves mentality and commitment to driving results.
• Cross-functional collaborator who advocates for customers internally.

Responsibilities

• Drive adoption, retention, and expansion for Crayon product that solves real problems.
• Proactively own the customer experience across their lifecycle — managing comprehensive account and success plans grounded in the customer's business objectives.
• Host trainings, onboarding, and working sessions to educate customers and explore new use cases of Crayon.
• Contribute to the foundations of Customer Success at Crayon; help define our motion.

Skills

B2B SaaS

Account management

Project management

Collaboration

Ambiguity handling

Job description

About Crayon

Deals are more competitive than ever! 55% of companies say they have more competitive deals than they did a year ago, and sellers are facing competitors in nearly 7 out of every 10 deals.

And yet the typical company rates their effectiveness in competitive selling just a 3.8 out of 10 — a painful reminder that most teams are losing head to head competitive deals they should be winning.

In fact, the typical enterprise is losing $2 to $10 million a year in competitive deals they could have won!

At Crayon, we literally fix this.

We're building software that helps sales teams win competitive deals at a higher rate. This is a problem that had been waiting for AI to come along. Our software transforms mountains of unstructured data into actionable, winning sales plays and deadly talk tracks. We do it in real-time, at-scale, using AI.

If you want to build something big and you're passionate about how generative AI is transforming go-to-market, we'd love to meet you!

About the role

As a Customer Success Manager at Crayon, you'll be a strategic partner to our customers by helping them harness the full potential of Crayon’s capabilities to build a best in class competitive intelligence program. You’ll also play a key role in scaling Crayon’s customer business, by driving retention and growth of our clients.

You will also get to function at the tip of the spear for all new product releases, helping with everything from go-to-market strategy to narrative creation. You’ll have a key voice in shaping how we build and deliver ongoing value as a business. Our vision is to become the best CS team in all of SaaS, and we’re looking for the next person who can bring us closer to that vision.

What You’ll Work On

• Driving adoption, retention, and expansion for a product that solves real problems.
• Proactively own the customer experience across their lifecycle — managing comprehensive account and success plans grounded in the customer's business objectives, serving as the primary conduit between the customer and Crayon to help them drive organizational impact with their Compete program.
• As the customer's trusted advisor and product expert, You'll host trainings, onboarding, and working sessions to educate our customers and dig deep into new use cases of Crayon.
• Contribute to the foundations of Customer Success at Crayon. As a member of our small but mighty team, you’ll be instrumental in helping define our motion.

• You have 2+ years managing B2B SaaS accounts focused on retention and growth.
• You have strong project management skills & ability to manage multiple customer relationships.
• You have the ability to navigate ambiguity in a fast-paced environment.
• You have a “roll up your sleeves” mentality and is committed to driving results.
• You’re a cross-functional collaborator. You proactively and positively represent your customers and their needs internally, and are excited to rally everyone around strategies that solve their needs.

We offer a competitive base salary and bonus structure that includes a meaningful equity component. CSMs who demonstrate high performance and commitment also have the opportunity for rapid career development within sales or other departments.

Benefits

• medical
• dental
• vision
• 401k
• generous paid parental leave
• take-what-you-need paid time off