Scaled Customer Success Manager
Scaled Customer Success Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Posit creates great software that helps people understand data and make better decisions in realworld applications. Our core offering is an open source data science toolchain and we aim to make it available to everyone regardless of their economic means.
About the role
As a Scaled Customer Success Manager you will drive scaled datainformed customer engagement using digital channels and automation. Youll guide customers through key stages of their journey using selfservice tools lifecycle communications and proactive playbooks. While much of the engagement happens through digital programs youll also respond to direct customer inquiries and step in personally when accounts are offtrackwhether by initiating 1:1 outreach triaging issues or connecting customers with the right internal experts. This hybrid model ensures every customer gets the right level of support at the right time.
What you will own:
- Partner with and Execute Digital Success Strategies: Design and implement digitalfirst customer success programs and initiatives that leverage online resources selfservice education email campaigns webinars and other digital communication channels.
- Drive Digital Adoption and Engagement: Proactively engage with customers through digital platforms to encourage adoption of key features products and services and ensure they effectively leverage our digital resources.
- Monitor and Manage OffTrack Accounts: Use digital analytics behavioral signals and CRM tools to track customer engagement and identify when accounts are offtrack or at risk. Based on the context and severity respond with the appropriate intervention ranging from automated outreach and digital playbooks to direct 1:1 followup including triaging with internal experts or escalating to technical teams when needed.
- Assist with Curation and Enhancement of Digital Resources: Partner with Marketing to shape develop and maintain highquality online resources such as FAQs knowledge base articles video tutorials and community forums empowering customers to find solutions independently.
- Drive Participation In Our Online Customer Communities: Foster vibrant participation in our online customer community through active participation content moderation and communitybuilding initiatives in coordination with other Posit Departments.
- Develop Scalable Digital Communication: Work with Marketing to design and execute automated and personalized digital communication strategies including onboarding sequences product updates and valuedriven content to nurture customer relationships at scale and guide customers towards value realization.
- Analyze and Report on Digital Success Metrics: Track and analyze key digital customer success metrics (e.g. Time to value % of customers completing onboarding Product usage and milestone achievement and % of atrisk accounts with triggered interventions) to measure the effectiveness of digital initiatives and identify areas for improvement.
- Collaborate Crossfunctionally: Partner with Marketing Product and Support teams to ensure a seamless and consistent digital customer experience across all touchpoints.
- Champion the Digital Customer Voice: Gather customer feedback from digital channels and advocate for improvements to our products resources and overall online experience.
- Onboard and Educate Digitally: Design and deliver engaging digital onboarding programs to ensure new customers quickly understand and adopt our offerings.
A bit about you:
- Experience in Customer Success Professional Services Account Management or Support.
- Experience with training delivery/enablement.
- Proven ability to develop and execute successful digital customer engagement strategies.
- Strong understanding of digital communication channels online community platforms and CRM systems.
- Experience creating and managing online help resources like knowledge bases and FAQs.
- Excellent written and verbal digital communication skills with the ability to create engaging and informative online content.
- An analytical mindset with the ability to interpret digital data and derive actionable insights.
- Experience with digital marketing automation tools (e.g. Marketo Hubspot) and email marketing best practices.
- Strong problemsolving skills and the ability to troubleshoot issues related to digital platforms.
- Ability to work independently and manage multiple digital initiatives simultaneously.
Nice to have but not required:
- Experience with specific CRM or customer success platforms (e.g. Salesforce Gainsight Zendesk).
- Familiarity with web analytics tools (e.g. Google Analytics).
- Experience with video creation and editing for online tutorials.
- Active participation in online communities and a strong understanding of community dynamics.
Within 1 month you will
- Complete your orientation and onboarding week.
- Learn about our software and the key aspects of driving digital adoption for our customers.
- Meet with team members in Sales Marketing Solutions Engineering and Support to understand the lifecycle of our smaller accounts and the digital customer journey.
- Become familiar with the current digital tools available to customers through online resources.
- Drive meaningful engagement with your customers
Within 3 months you will
- Catalogue current digital tools and identify gaps
- Participate in regular team meetings to share learnings and refine your digital adoption strategies for your customer base.
- Become familiar with our internal tools and processes for managing customer relationships and digitally tracking adoption progress.
- Contribute to the creation and curation of digital customer success resources.
Within 6 months you will
- Contribute to retention and basic growth targets within your assigned customer base through effective digital engagement.
- Analyze key digital customer success metrics and identify areas for optimization.
Within 12 months you will
- Be contributing directly to the teams success by driving product adoption and supporting customer retention within your assigned accounts through digital strategies.
- Continue to develop your skills in digital customer success and account management.
- Identify and address basic risks and opportunities within your customer base through digital insights.
Posit offerscompetitive compensation with extensive humanfirst peoplefocused benefits to prioritize your personal and financial wellbeing. Individual pay decisions are based on a number of factors including qualifications for the role experience level and skillset. This hiring range reflects base salary and assumes that the job will be performed in the United States. Commissioned roles have an expected 50/50 pay mix.
Working at Posit:
- We welcome all talented colleagues and are committed to a culture that represents diversity in all its forms.
- We prioritize giving ourselves focus time to get deep work done. We minimize meetings and attempt to operate asynchronously.
- We are a learning organization and take mentorship and career growth seriously. We hope to learn from you and we anticipate that you will also deepen your skills influence and leadership as a result of working at Posit.
- We operate under a unique sustainable business model: We have over 50% of our engineering dedicated to creating free and open source software. We are profitable and we plan to be around decades from now.
- Posit is a Public Benefit Corporation (PBC) and a Certified B Corporation which means our opensource mission is codified into our charter. As a result our corporate decisions balance the communitys interests customers employees and shareholders. Hear more about why we think this matters here.
Notable:
We offer competitive compensation with extensive humanfirst peoplefocused benefits to prioritize your personal and financial wellbeing. These benefits apply to fulltime positions only.
- 100% of medical dental and vision insurance premiums are covered for employees and their families! Fertility and genderaffirming healthcare is included in all of our plans.
- Supplemental mental health and wellness benefits are available via Ginger even if you dont opt in to our insurance plans including Ginger for teen family members.
- Posits genderneutral paid parental leave policy covers all new parents including foster and adoptive parents.
- All fulltime employees are eligible for 401k enrollment starting on day one.
- After six months of employment Posit provides a substantial yearly match to employee 401K contributions.
- An annual profitsharing bonus for employees recognizes our teams contributions to company performance across the year.
- We are a 100% distributed team. You are also welcome to come into our Boston office.
- We offer a $400 monthly reimbursement for coworking space rental if you prefer to work away from home.
- Our Lifestyle Savings Account offers an initial deposit of $1800 and then an additional quarterly stipend of $375 to cover the costs of professional development wellness financial health charitable giving and remote work support.
- We provide a flexible environment with a generous vacation policy that encourages a minimum of four weeks PTO per year plus 13 paid company holidays.
Are you excited about this role but not sure if your experience aligns with every qualification in the job description Thats okay. We know multiple perspectives are essential for a thriving organization and wed still love to hear from you!
Posit is committed to being a diverse and inclusive workplace. We encourage applicants of different backgrounds cultures genders experiences abilities and perspectives to apply. All qualified applicants will receive consideration for employment without regard to race color national origin religion sexual orientation gender gender identity age physical disability or length of time spent unemployed.
Posit Software PBC participates in the federal EVerify program which confirms employment authorization of newly hired U.S. based employees. EVerify is not used as a tool to prescreen candidates and is only initiated upon hire.
EVerify Participation Notice (English/Spanish)
Right to Work Notice (English/Spanish)
#LIREMOTE
Required Experience:
Manager
Employment Type
Full Time
