Senior Customer Success Manager

<p>Hi! Before diving into the job details, let's give you some context on who we are and what to expect when joining the team.</p> <p>Typeform, launched in 2012 in Barcelona, drives more than 500 million digital interactions per year and integrates with hundreds of other business-critical tools. We’re expanding from a small Barcelona-based business to a truly international and remote company. We’re hiring talent across Spain, the United States, the United Kingdom, Germany, Colombia, France, Ireland, the Netherlands and Portugal. Be aware, the location is to be subjected to change, depending on the role.</p> <p>Our vision is a world of more personal business relationships. Through our no-code Saas platform, we believe we can create that world by living our mission: <strong>To bring people closer with better conversations</strong>. We turn digital interactions into human connections, by offering people-friendly forms, quizzes, surveys, and asynchronous video solutions.</p> <p>To do so, we look for people who are curious, ready to own their objectives, and passionate about taking organisations to their next chapter. But we are aware it’s not for everyone, our environment is perfect for those willing to become a change agent and roll up their sleeves to build our rocket ship.</p><h3><strong>About the Team:</strong></h3> <p>The Customer Success Team is focused on helping Enterprise customers explore what’s possible with Typeform and VideoAsk. We work with our Enterprise customers throughout their entire lifecycle (Onboarding, Adoption, Renewal, and beyond!) to ensure that they are using Typeform and Videoask to their fullest potential. By proactively engaging our customers in different lifecycle stages, we maintain that role of trusted advisor and work with our Enterprise customers to continue growing with our tools. </p> <p>Ultimately, we believe that Typeform and VideoAsk can empower our customers to build meaningful relationships with their team members and customers alike. That mindset drives us as we seek to enable mission critical processes for our customers, and maintain a strong core relationship.</p> <h3><strong>About the Role:</strong></h3> <p>As a Senior Customer Success Manager, you will be primarily responsible for partnering with Typeform’s Enterprise customers to help them achieve their business goals. You’ll work with new customers who have purchased our top tier Enterprise plans, as well as existing customers that have upgraded, guiding them through onboarding, driving continued adoption, retention, and creating lasting partnerships. As a product and customer specialist, you will provide recommendations, identify potential obstacles, and utilize internal tools to proactively identify opportunities for customers to expand their use cases. You will develop strong customer relationships and drive results through onboarding, product training, education, and risk prevention and mitigation, in order to continually improve and impact the customer experience.  </p> <p>Through your strategic relationships, you will provide valuable insights to internal teams and leadership, amplifying the customer’s voice and informing product development, enablement, content needs, and program development.  We are looking for strategic and technical individuals with a track record of delivering high quality results and helping clients achieve long term success.  You’ll be a great fit for this role if you love building relationships, analyzing data, find satisfaction in iterating on and improving processes, and enjoy digging into the nitty gritty with customers.  </p> <h3><strong>Things you will do:</strong></h3> <ul> <li>Facilitate customer onboarding and partner with customers at key moments in their lifecycle to develop a thorough understanding of their needs and coach them on how to use Typeform and VideoAsk to reach their desired goals</li> <li>Use Catalyst to monitor customer health, usage metrics, and progress</li> <li>Connect with and assist customers when they fall out of engagement cadences, nurturing usage and mitigating risk in accounts</li> <li>Collaborate across teams (Sales, Support, Product, Community, Marketing) to ensure a smooth journey, and deliver impactful feedback to inform content, program, and product development.</li> <li>Identify expansion opportunities and negotiate and close renewals</li> <li>Deliver account reviews, status updates, and information around trends to leadership and cross functional teams</li> </ul> <h3><strong>What you already bring to the table:</strong></h3> <ul> <li>4+ years in customer success or a customer relationship management type role with a preference for prior experience working in a SaaS company</li> <li>Strong customer focused approach, with experience building strategic relationships and an ability to learn technical elements in order to best understand customer use cases, conduct success planning and provide mitigation paths.</li> <li>A proven track record of ex