Customer Success Manager

Standard Metrics; San Francisco (CA); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health benefits

Remote-first culture

Unlimited PTO

Office lunches (in-office)

Job summary

Standard Metrics is seeking a proactive Customer Success professional to manage the post-sales lifecycle for a diverse, high-growth portfolio. You will become a trusted advisor, drive platform adoption, and renewals, while collaborating with sales, data, and product teams to maximize value for strategic customers.

You will own the renewals and upsells, forecast revenue, and lead executive-level discussions to align on business goals and successes.

Qualifications

• 2+ years of client-facing experience in customer success or account management.
• Experience presenting to C-level executives and influencing decision-makers.
• Experience managing renewals and upsells and forecasting revenue.

Responsibilities

• Own renewals and upsells for assigned customers and identify churn risks.
• Build trusted advisor relationships across senior executives and power users.
• Drive platform adoption and value realization through proactive guidance.
• Lead partnership reviews and communicate product roadmap and enhancements.

Skills

Relationship management

Strategic thinking

Problem solving

Executive communication

Forecasting revenue

Cross-functional collaboration

Job description

• 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
• 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

Benefits

• Medical, Dental, and Vision: 100% coverage for you and your dependents’ premiums
• Paid Parental Leave: 12 weeks full pay to care and bond with a new child
• Remote-First Work Model: We are a remote-first company, but you can always drop by our offices in downtown SF or NYC. In-office lunch provided!
• Unlimited PTO: Flexible and guilt-free unlimited Paid Time Off. We even have a minimum!
• Team Building: Company wide off-sites and a yearly team building budget
• WFH Stipend: One time stipend to complete your work from home station
• Retirement: 401(K) managed by Accrue
• L&D Stipend: Annual stipoend to support your professional development

Track record of developing strategic relationships with customers, identifying business goals, and driving value realization in order to ensure customer retention and reference-abilityAbility to work in a high-growth environment with a willingness to tackle projects and work independentlyExperience presenting to C-level executives and an ability to influence internal and external decision-makersExperience managing and closing renewals and upsellsStrong executive presence and ability to successfully navigate all levels of customer organizationsPassion for technology, startups, entrepreneurship, and/or venture capital is a plusStrong time management and prioritization skills, a natural empathy for customers, and excellent written and verbal communication abilities2+ years of relevant experience in a client-facing role, ideally within customer success or account management