Customer Success Manager

LYA Collective; San Francisco (CA); On-site; USD 100,000 - 180,000; Full time

Benefits offered by this job

Competitive salary

Generous PTO

Equity participation

Free office lunches

Job summary

LYA Collective is seeking a Customer Success Manager to be the primary point of contact for fast-growing client companies. This on-site role in San Francisco partners with account management, product, and engineering to resolve questions, manage product requests, and relay customer insights to improve the platform.

The ideal candidate will have 2–6 years in customer success or account management, a BS degree, and experience with HubSpot or similar CRM tools.

Qualifications

• 2-6 years of Customer Success Manager or Account Manager experience at a B2B tech startup with a technical product.
• Ability to work on-site 5 days per week in San Francisco, CA.
• Strong ability to prioritize time and manage multi-level escalations on a high volume book (100+ accounts).
• Cross-functional experience leveraging customer experiences into EPD improvements.
• BS Degree.
• Experience with HubSpot or a similar customer support management software.

Responsibilities

• Utilize critical thinking skills to diagnose potentially complex problems using tooling or engineering support to resolve.
• Work directly with the support lead on documentation, escalations, product updates, and communication with other teams and 3rd parties to help aid our customers.
• Have the ability to grow, develop and learn in a fast-paced, start-up environment.
• Work directly with some of the fastest growing companies in the US.
• Help the company scale effectively by handling support requests over phone, email and chat.
• Help the company maintain a industry leading satisfaction rate with our customers.
• Own a critical piece of the feedback loop for improving our product, providing insight for the whole team.
• Learn the company's platform inside and out to maximize effectiveness with our customers.

Skills

Customer Success

Account Management

Communication

Education

BS Degree

Tools

HubSpot

CRM Software

Job description

About The Opportunity

We are partnering with a high growth Y Combinator-backed startup to find them a Customer Success Mnaager. As a member of our stellar customer experience team, you will work closely with some of the fastest growing companies in the world as their direct line of contact and support. You’ll partner closely with our account management, product, and engineering teams on resolving customer questions, managing product requests and issues, and bringing insights into how we can improve our product. You’ll be the first line of defense for our customers and the voice of the customer to the rest of the team. This is a full-time on-site role in SF.

About The Opportunity

We are partnering with a high growth Y Combinator-backed startup to find them a Customer Success Mnaager. As a member of our stellar customer experience team, you will work closely with some of the fastest growing companies in the world as their direct line of contact and support. You’ll partner closely with our account management, product, and engineering teams on resolving customer questions, managing product requests and issues, and bringing insights into how we can improve our product. You’ll be the first line of defense for our customers and the voice of the customer to the rest of the team. This is a full-time on-site role in SF.

JOB RESPONSIBILTIES

• Utilize critical thinking skills to diagnose potentially complex problems using tooling or engineering support to resolve.
• Work directly with the support lead on documentation, escalations, product updates, and communication with other teams and 3rd parties to help aid our customers.
• Have the ability to grow, develop and learn in a fast-paced, start-up environment.
• Work directly with some of the fastest growing companies in the US.
• Help the company scale effectively by handling support requests over phone, email and chat.
• Help the company maintain a industry leading satisfaction rate with our customers.
• Own a critical piece of the feedback loop for improving our product, providing insight for the whole team.
• Learn the company's platform inside and out to maximize effectiveness with our customers.

Job Qualifications

• 2-6 years of Customer Sucess Mnaager or Account Manager experience at a B2B tech startup with a technical product.
• Ability to work on- site 5 days per week in San Francisco, CA.
• Strong ability to prioritize time and manage multi- level escalations on a high volume book (100+ accounts).
• Cross- functional experience leveraging customer experiences into EPD improvements.
• BS Degree.
• Experience with HubSpot or a similar customer support management software.

NICE TO HAVES

• Experience investigating and solving complex technical problems for technical users.
• Degree from a top university.
• Experience with Pylon.

Job Benefits

• Competitive salary of 100k-180k.
• Generous PTO policy (winter break included)!
• Genrous equity participation.
• Free office lunches, gym access, and company-paid retreats.
• So much more!

Skills: customer experience,customer success management,communication