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Customer Success Manager

Company: Surprise HR, Inc.
Location: Raleigh
Posted on: November 11, 2019

Job Description:

At Surprise HR, we're committed to hiring builders who are inspired by our team's guiding principle: to derive a tremendous sense of purpose from the inner quest for excellence itself, being driven from within to make anything we touch be the best it can be. We take pride in developing deep user understanding, obsess about the details, and go the extra mile to show our users we love them. We are first and foremost customer driven - customer success, engineering, product and design collaborate as equals to create a phenomenal end user experience.
We are growing our Customer Success function because we will be launching programs and initiatives to empower our customers to gain the most value through their relationship with SurpriseHR. The goal of the CSM team is to build systemic programs for customer health, retention, and growth across the customer experience with Surprise HR. This position will be focused on driving better outcomes for Surprise HR customers and our business by actively aiding in their success with our products and services.
About you:We are looking for a thoughtful contributor who can derive insights and build programs to help customers thrive and grow with SurpriseHR services and software. We need someone with excellent communication skills, as much of the work of this team will be focused on partnering with product, fulfillment, sales, and marketing to drive outcomes. The ideal candidate will have experience in customer success, upsell/cross-sell, and/or customer lifecycle programming. We're also looking for individuals with an entrepreneurial spirit, who can roll up their sleeves, run experiments to determine what creates the most success for our customers, and a background in program or project management to help us scale these programs.
Your impact:

  • Work with Fulfillment, Sales and Engineering teams to develop and maintain customer health score and achieve renewal and upsell/cross-sell targets
  • Own program creation and rollout from initial hypothesis to business case to program implementation and measurement
  • Map the customer journey and understand key touchpoints for value expansion of our customer base
  • Use your communication and partnership skills to manage stakeholders through authentic influence in order to drive Customer Success goals
  • Build data-informed business cases for how to best drive customer health and growth at scale
  • Collect and organize insights from the customer journey to identify key inflection points for customer health and growth and develop a point of view for how to act on findings
  • Bachelor's Degree from a Top-50 university (for local applicants Duke, UNC preferred)
  • Demonstrated academic achievement would be ideal (e.g. honors, Dean's list, etc.)
  • 3-5 years of relevant experience
  • At a high-growth technology company would be ideal (startups included)
  • Has owned at least $1M+ ARR book of business and has been directly responsible for quarterly renewal and expansion targets
  • Able to execute: develop, launch, and iterate on Customer Success programming in a resource-constrained environment
  • Impeccable communications skills; able to tell stories with data insights and generate buy-in cross-functionally
  • Analytical and quantitative-heavy background
  • Has a mental framework that's analytical and first-principles-based
  • Career-focused and wanting to work hard in an impact-heavy role
  • Self-starter who performs best with little structure and big business objectives
  • Builder mindset; excitement to roll up your sleeves and drive change within an organization
    About us:
  • A team of like-minded people, united by a mission, of which you will be an essential part
  • Competitive comp and equity
  • Company-paid medical, dental and vision insurance
  • And, of course, we get Surprises internally

Keywords: Surprise HR, Inc., Raleigh , Customer Success Manager, Executive , Raleigh, North Carolina

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