Customer Success Manager

About Sequel.io

Sequel.io is revolutionizing online engagement with our innovative platform for interactive live events and webinars. We enable businesses to host dynamic virtual events directly on their websites, featuring live chat, polls, Q&A sessions, and robust analytics. Our customizable tools ensure seamless brand integration and effective audience interaction that drive significant business impact.

We are growing fast with an incredible team and the world's most recognizable logos as customers. Join us!

About the Role

We are looking to grow our Customer Success and Support team into a group of amazingly skilled folks responsible for refining the customer journey and serving as trusted advisors to our customers. We're scaling and are aiming to maintain the level of support our A-list customers have become accustomed to - from small, interesting companies to large enterprises like HP, ZoomInfo, and Comcast.

You will be responsible for providing customers with guidance and education in order to succeed with their live event goals and provide technical expertise and consultation to enhance the value customers get from using Sequel. You'll be the main point of contact for the customer throughout the entire contract period and will guide our customers in creating one-of-a-kind live experiences through kick-off calls, quarterly business reviews, trials and roadmap discussions, and project reviews. This position collaborates across teams and with both the CEO and CTO of the company. It therefore includes massive opportunities for professional growth.

Responsibilities

• Own the Customer Journey - Manage a portfolio of customer accounts to foster long-term partnerships through onboarding, ongoing success and renewal.
• Onboard new SMB and Enterprise customers to ensure they are set up for success and track success KPIs.
• Act as the main point of contact for any customer escalations and provide resolutions in a timely, proactive manner
• Deliver Quarterly Business Reviews to drive product adoption and customer satisfaction.
• Identify opportunities for renewals and expansions, notating for transparency and effective tracking.
• Contribute significantly to our product development by working closely with the internal product teams on surfacing customer feedback and use-case value.
• Build Customer Success Best Practices - Define, develop and deliver playbooks and offerings to encourage adoption, delight our customers and make the company more efficient.
• Act as the Voice of the Customer - Become the customer advocate and help implement cross-functional initiatives across Sales, Product, and Support

Given the nature our fast growing startup, you'll have the chance to build your own programs and initiatives. For example, current team members have launched Sequel Academy or hosted Live Series to drive customer engagement.

We are looking for our new team member to cover US Eastern time zone.

Requirements

• Experience: You have 3-5+ years of experience in Mid-Market Account Management or Customer Success
• Relationship builder: Ability to grow and nurture strategic relationships with external stakeholders at the executive level of small and large organizations
• Strategic: You have experience gaining a deep understanding of customer's business goals and building strategies to support those outcomes.
• Customer obsessed: You only hang your hat up when customers get what they came for, and you'll run through brick walls to make that happen.
• Technical Brain: Analytical mindset and non-technical customer skills. Passionate about how the technology works.
• Ownership: Act with 100% responsibility for own outcomes as well as the outcomes of the company
• Business Growth: Proven track record of managing renewals, upsells, and customer retention strategies.
• Organized and reliable: able to work independently with little direction when necessary
• Experience working in B2B SaaS or Martech is a huge plus.
• US Eastern Time Zone (or willing to cover these hours)

Salary Info

This position accommodates various levels of experience and expertise. During our interview process, we will evaluate your background alongside local market data, employing a combination of technical and qualitative assessments to establish your placement within our range. We will discuss compensation during our initial conversation and maintain transparency throughout the proc