Customer Success Manager - Enterprise

DESCRIPTION OF THE COMPANY

It’s an exciting time at Crossbeam. We have just joined forces with our competitor Reveal to change the way companies go-to-market. The merger has earned the support of some of the world’s best investors: Andreessen Horowitz, Insight Partners, Redpoint, FirstMark and even Salesforce and HubSpot Ventures (yep, the biggest CRMs are investing in the future of go-to-market).

Combined, our unified company has created a powerful network of 25K+ companies, a team of world-class talent, an innovative product roadmap, and a North Star vision of creating a best-of-both-worlds customer experience.

What is Crossbeam ?

Crossbeam is the first and largest Ecosystem-Led Growth platform. We act as an escrow service for data, allowing companies to find overlapping customers and prospects with their partners while keeping the rest of their data private and secure. Companies use this data to sell more effectively, market to the right audiences, build the right products, collaborate with their service partners, generate demand, inform M&A, and more. This has created an entirely new way of doing business called “Ecosystem-Led Growth” or ELG—and it works: 40% of our customers' closed deals come from their ecosystem.

RESPONSIBILITIES

Our customer success team advises and guides our platform users ensuring they onboard to Reveal successfully, adopt the product and continue to see value with their partners across the wider ecosystem. Customer success supports our freemium and paid customers throughout their lifecycle from onboarding, adoption, advocacy and renewal. 

Your main responsibilities will be:

• Develop a deep understanding of our customers’ partner ecosystems, and the benefit that partnering on Crossbeam creates.

• Establish strong relationships with leaders to ensure successful integration of the Crossbeam platform into the customer’s partner and sales strategy and tools.

• Expand our footprint within customer organizations to identify new use cases and increased adoption of Crossbeam.

• Strategize with Crossbeam’s sales team to ensure optimal customer experience and effective execution of customer outcomes.

• Develop customer-facing Success Plans that outline customer’s objectives and goals for their partner program and strategies for achieving them.

• Onboard customers to help them deploy and gain value by driving their full adoption and utilization of Crossbeam.

• Understand the customer journey, and key points that lead to value and use that knowledge to coach and educate customers on best practices for successful use of Crossbeam.

• Be an excellent team player : Develop and document customer success best practices with team members to continually improve the effectiveness of our processes.

• Internal power user of the Crossbeam product, and stay on top of the product roadmap and new features as they’re released.

• Troubleshoot and, when needed, partner with the product and engineering to solve customers’ technical issues and bugs.

• Provide ongoing feedback to the product team to help inform the product roadmap.

REPORTING LINE

This job will report to Director of Customer Success - Antoine Roubaud.

SOME OF YOUR TRAITS

• You have customer success experience at a fast-paced, high-growth international SaaS company.

• You think and move a bit faster than those around you. You’re eager to take on a big opportunity and prove yourself through hard work and creativity.

• You’re excited to learn the ins and outs of Crossbeam and ensure that our customers are thrilled with their experience.

• You pride yourself on building customer relationships and would be described by customers as their trusted advisor.

• You’re excited about the day-to-day work of helping customers resolve issues and find solutions.

• You are able to think on your feet when faced with