Senior Customer Success Manager

Inscribe; San Francisco (CA); Hybrid; USD 180,000 - 200,000; Full time

Benefits offered by this job

Equity

Healthcare

Unlimited vacation

401(k) & Pension

Home office setup

Wellness stipend

Job summary

Inscribe is seeking our second entrepreneurial senior customer success manager to lead enterprise post-sale initiatives and drive customer success outcomes. You will be a core member of our GTM team and work with customers to maximize value from Inscribe, coordinating with sales, product and engineering to relay feedback and ensure adoption.

This role will be hybrid and 3 days per week onsite, owning post-sale lifecycle, retention, renewals and account growth as we build a world-class customer

Qualifications

• 5+ years in a B2B customer success or strategic account management role.
• Exceptional relationship building and communication.
• Experience coordinating multiple projects with internal and external stakeholders.
• Experience in the fintech, banking or fraud space.

Responsibilities

• Help lead our post-sale engagements to ensure our customers are successful.
• Build close relationships with our customers to understand their needs with the goal of maximizing value.
• Manage the onboarding and implementation process, including the design and execution of personalized plans for key enterprise accounts.
• Drive adoption and engagement by acting as a trusted customer advisor and become an expert in fraud detection and automation.
• Proactively build pipeline, identify and close opportunities for account expansions and growth.
• Perform quarterly business reviews with our customers to align on performance metrics, business needs, product roadmap and feedback.
• Act as a voice of the customer within internal team discussions. Collaborate with the product team to address customer feedback and incorporate insights into our product roadmap.
• Triage lead on technical issues with the customer and be able to loop in appropriate team members based on the customer's needs.
• Own key success metrics such as retention, renewals, and account growth and report on customer health through weekly deal reviews and ad-hoc customer reviews

Skills

B2B Customer Success

Relationship Building

Communication Skills

Cross-functional Teams

Strategic Account Management

Job description

About Inscribe

At Inscribe, we're on a mission to catch fraud with confidence. In 2017, we set out to build the first document fraud detection product. Today, we process millions of applications each year and work with many of the leading fintechs and banks across the U.S. We believe the game of cat-and-mouse in fraud requires a fundamentally new approach. With care for our customers, attention to detail, and grounded execution, we're reimagining how fraud is detected and prevented.

Inscribe is trusted by leading banks and fintechs, including Coinbase, Plaid, Bluevine, and Ramp. Inscribe is backed by Threshold Ventures, Uncork Capital, Y Combinator, Crosslink Capital, and Foundry, and is headquartered in San Francisco, CA.

The Opportunity

Inscribe is seeking our second entrepreneurial senior customer success manager to help drive our enterprise and strategic customer success initiatives. You will be a core member of our GTM team and collaborate closely with our customers to ensure they are successful and receive maximum value from Inscribe. You will work with teams across Inscribe to coordinate support for customers and relay feedback to the sales, product, and engineering teams. You'll be responsible for the post-sale customer lifecycle and aligning internal efforts to drive customer success. This will be a high impact role with the mandate to build a world-class customer success function from the ground up. We have ambitious goals as a company that are dependent on our customer's happiness, and in turn dependent on a strong customer success team.

Responsibilities

• Help lead our post-sale engagements to ensure our customers are successful

• Build close relationships with our customers to understand their needs with the goal of maximizing value

• Manage the onboarding and implementation process, including the design and execution of personalized plans for key enterprise accounts

• Drive adoption and engagement by acting as a trusted customer advisor and become an expert in fraud detection and automation

• Proactively build pipeline, identify and close opportunities for account expansions and growth

• Perform quarterly business reviews with our customers to align on performance metrics, business needs, product roadmap and feedback

• Act as a voice of the customer within internal team discussions. Collaborate with the product team to address customer feedback and incorporate insights into our product roadmap

• Triage lead on technical issues with the customer and be able to loop in appropriate team members based on the customer's needs

• Own key success metrics such as retention, renewals, and account growth and report on customer health through weekly deal reviews and ad-hoc customer reviews

About You

• 5+ experience in a B2B customer success or strategic account management role

• You have exceptional relationship building and communication skills

• You are obsessed over customer needs and making customers happy

• You are relentlessly resourceful in achieving your goals

• A true team player and enjoy working with cross-functional teams

• You are a natural leader with an ability to rally others around a mission

• You have experience coordinating multiple projects with both internal and external stakeholders

• Experience in the fintech, banking or fraud space

The on-target earnings (OTE) for this role range from $180,000 to $200,000, with a competitive base salary and commission structure (typically a 70/30 split), plus uncapped commission and accelerators for top performance. Actual compensation will vary based on experience, skills, and internal equity considerations across the team. This role will also be hybrid - 3 times per week.

Benefits

At Inscribe, we are building a company and culture where everyone can produce their best work. Here are a few of our benefits and perks:

• Competitive salary and meaningful equity

• Comprehensive healthcare

• Unlimited vacation policy

• 401(k) and pension plans

• Complete work setup

• Monthly wellness stipend
  

Inscribe provides equity employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type with regards to race, color, religion or religious belief, ethnic or national origin, nationality, sex, genetics, gender, gender identity, sexual orientation, disability, age, military or veteran status, disability status, or any other basis protected by applicable local, state, or federal laws or prohibited by company policy.