Customer Success, Scaled

Posit creates great software that helps people understand data and make better decisions in real-world 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. We are looking to hire a Customer Success Associate to join our team.

You will be joining a powerhouse team of passionate Customer Success professionals who manage accounts in high, medium, and low touch segments. We operate with scientific mindsets, and strive to make personal and team-level efficiencies that keep the customer at the center of what we do. We pride ourselves in maintaining open lines of communication alongside creative solutions that curate stellar customer experiences.

What you’ll own:

• Retains ACV, grows ACV, and reduces churn within one’s book of business. 
• Manages a varied portfolio of accounts in established segments, spanning from tech touch to high touch customers.
• Personally curates a stellar customer experience with Posit. This begins with collaborative onboarding, CS-driven business reviews, and CS-owned renewals. 
• Ability to change account management approaches for tech touch (queue) as well as high touch, key accounts.
• Maintains accurate account records within relevant tools and systems.
• Serves as the voice of the customer to inform our sales process and product roadmap.
• Marshals resources across the Posit organization as needed to escalate customer issues, support customers’ needs, and to foster adoption.
• Educates users and decision-makers on Posit products.
• Communicates regularly with customers about their adoption trends, sentiment, and opportunities for deeper engagement.
• Finally, because of Posit’s position within the R community, you’ll contribute to, and be a champion of R, open-source data science, and our wider community of users worldwide.

What you'll assist with:

• Genuinely positions themselves as a partner, consultant, and advocate for their customers; constantly asking questions that help businesses get the most value out of Posit products.
• Collaborates with sales for important handoffs related to onboarding and expansions. 
• Collaborates with Solutions Engineering to ensure every account has the technical information and guidance they need for proper implementation and continued success with Posit pro products. 
• Collaborates with Posit’s Support team if a ticket is escalated.

What you'll learn:

• Familiarity with tools such as Salesforce, Confluence, Outreach, Gong, and Google Suite.
• Experience and comfort leading live Zoom calls with customers 
• Proven ability to manage a territory or book of business, establishing a method of prioritization.
• An established awareness of data science, the companies that rely on data, and how Posit products help teams achieve their goals.
• Awareness of – even ability to work in– R and/or Python. 
• Previous experience managing renewals, including sending quotes to customers. 
• Comfortable managing several accounts at once, each varying in size, complexity, and priority.

Within 1 month, you’ll…

• Possess the ability to explain Posit’s mission as a company, including the importance of the virtuous cycle and our B Corp status. 
• Possess the ability to describe the Posit organization, including where Customer Success lies within our ecosystem.
• Become an instant part of our team by attending whole-team meetings that are a regular part of your work life moving forward. 
• Meet regularly with your manager, quickly establishing a success plan and addressing any personal needs.
• Begin collaboration efforts by meeting your direct team, shadowing calls with other members of Customer Success, and joining calls with Sales, Solutions Engineering, and Support.
• Secure your understanding and alignment to the LAER customer lifecycle and the important role it plays in retention efforts. 
• Develop a baseline understanding of the Posit pro products, the function of data science, and how our products help teams achieve their goals.  
• Meet with other team members and stakeholders in Sales, Solution Engineering and Technical Support to understand the customer lifecycle
• Develop a good understanding of the existing CS playbooks and processes
• Learn about our software and skills necessary to set you up for success
• Introduce yourself via email to the key accounts in your book of business 
• Begin work with tech touch customers requesting reactive, short-term assistance
• Begin the account transition process for key accounts.

Within 3 months, you’l