SMB Customer Success Manager

Who we areHi there 👋 . We’re Ethena – the compliance platform for modern teams. Ethena’s suite of admin- and employee-friendly training and compliance tools help you check all the boxes and build a better workplace. Our training isn’t just a thing people get through, it’s something they actually enjoy (we got the stats to prove it—over 90% positive ratings). We are proud to be a part of the culture at companies like Zendesk, Pinterest, Figma, and Notion. In 2020, Ethena announced our $15.5 million Series A, and in 2022 we raised an additional $30 million Series B to build out Ethena’s best-in-class training solution, further invest in data and analytics, and continue launching impactful compliance products. Ethena’s Series B was led by Lachy Groom, with participation from existing investors including Felicis, Neo, Homebrew, and others. It’s a great time to join our team!
How we workWe’re a team of people who value diversity in all its forms. We love adding new perspectives and appreciate those who ask questions that help us challenge assumptions, explore new directions, and improve what we’ve already built. We believe it’s our responsibility to create an environment in which every person can bring their full, authentic selves to work. We push each other to be our best and do our training proud. We love feedback, practice empathy, and embrace humor. Seriously, we’re not shy about puns. If you brought us to a picnic, we’d be compli-ants. If we were shoes in London, we’d be trainers. If we were--you get it. Humor is welcome here. Read more about us on our careers page and follow our team on our Instagram!
Who we’re looking forEthena is looking for a driven SMB Customer Success Manager to work with our growing portfolio of scaling and mid-market customers. First and foremost, you’ll be the guardian of these customer relationships, ensuring that customers are adopting and seeing value in Ethena. In working with our small business segment, you’ll execute a customer journey that combines tech-touch and live customer engagement points and define new ways of efficiently supporting our customers as we grow. This role is perfect for someone who enjoys helping customers at scale and finds common trends / themes across customers to more productively advocate for and enable their success. By understanding their business and the pains they are facing, we also expect you to find and execute on expansion opportunities. 
We measure success in this role with metrics including GDR, NDR, and CSQL #s.  
This role will report to our VP of Customer Success, Akhila Iruku.
You may notice that we have an HQ in Brooklyn, but our workforce is fully remote and your personal working hours can be based on your own timezone. All team-wide meetings are scheduled to be inclusive of all U.S. time zones.

What you'll do

• Act as a trusted advisor to a dedicated portfolio of Ethena’s scaling and mid-market customers, helping them to achieve their goals and maximize the value our product generates for them
• Manage all stages of the customer journey for your portfolio (onboarding through renewal + expansion)
• Identify and execute on upsell and cross-sell opportunities to secure revenue and expand portfolio
• Leverage customer engagement metrics to provide product adoption techniques and proactively address churn risks
• Provide best practices to drive user engagement via scalable techniques, including our customer newsletter, playbooks, help center, webinars, and other tools 
• Champion customer needs internally to drive customer-first prioritization of product initiatives and externally to create a community of Ethena advocates
• Propose and execute improvements to processes, materials, and frameworks to help our team continue to provide an exceptional customer experience as we scale

What makes a great candidate

• Proven track record of managing customers at scale in a Customer Success / Account Management / Consulting role (B2B SaaS experience is a plus)
• Comfortable with seeking out upsell and expansion opportunities
• Adeptness at identifying churn risks, acting as the voice of the customer, and implementing appropriate strategies to mitigate churn
• Ability to think strategically and proactively around how to solve customer needs at scale (through scaled live and tech-touch strategies)
• An entrepreneurial mindset - we’re an early-stage startup so we’re not just looking for someone to run a playbook. We want you to help build it.
• A “roll up