Scaled Customer Success Manager (Remote)

At Weights & Biases, our mission is to build the best developer tools for machine learning. Weights & Biases is a series C company with $200 million in funding and a rapidly growing user base. Our platform is an essential piece of the daily work for machine learning engineers, from academic research institutions like FAIR and UC Berkeley to massive enterprise teams including iRobot, OpenAI, Toyota Research Institute, Samsung, NVIDIA, Salesforce, Blue Cross Blue Shield, Lyft, and more.
Reporting to the VP of Customer Success, the Scaled Customer Success Manager will manage a few hundred SMB customers to drive adoption, manage the renewal process and proactively deliver value to this cohort of customers. In this role, you will work to develop programs and scalable approaches to engage our customers and ensure they maximize the value of our product

Responsibilities

• Part-CSM
• Manage numerous customers at different stages of the lifecycle leveraging high-touch and one-to-many tactics
• Understand the customer use cases and be comfortable in a customer-facing role
• Owning retention and expansion initiatives
• Reviewing account data and activity to assess customer health. and be responsible for identifying when 1:1 intervention might be needed
• Developing scalable approaches to key customer contacts check-ins regarding the value and status of the relationship
• Proactively identifying and flagging churn risk and working proactively to mitigate it.
• Part-Billing Support
• Outreach to customers when billing methods fail
• Gather churn reasons and customer follow-up surveys
• Understanding a product in-depth and educating customers on how it can benefit them.
• Escalate billing failures and stripe issues.
• Developing methods for maintaining accurate contact records and an accurate assessment of customer health in SFDC.
• Part-SDR
• They are educating and training customers on crucial information and processes to set them up for success.
• Be comfortable outreach to new customers and contacts
• Know how to navigate the deal cycle and when to pull in an AE or SMLE
• Analyzing customer data to create and execute engagement strategies within your customer portfolio.
• Aiding in the development, testing, and iteration of scaled playbooks and engagement strategies. This will include but is not limited to training webinars, email campaigns, and other tech-touch strategies

Requirements

• 2-3 years of experience in any of the following dynamic fields: Sales Development Representative (SDR), Business Development Representative (BDR), Customer Support, or Customer Success.
• A drive for hunting, winning, and providing value to our SMB accounts/ customers.
• Proven track record in nurturing relationships while actively working to minimize churn and drive engagement
• Someone who is comfortable owning and maintaining a high volume of self-service customers
• An eagerness for customer-centric work, where you will expertly handle a substantial volume of self-serve customers to provide them with a higher level of service.
• Exemplary communication skills, exceptional organizational abilities, a collaborative mindset, and meticulous attention to detail
• Experience in a SaaS environment

Our Benefits

• 🏝️ Flexible time off
• 🩺 Medical, Dental, and Vision for employees and Family Coverage
• 🏠 Remote first culture with in-office flexibility in San Francisco
• 💵 Home office budget with a new high-powered laptop
• 🥇 Truly competitive salary and equity
• 🚼 12 weeks of Parental leave (U.S. specific)
• 📈 401(k) (U.S. specific)
• Supplemental benefits may be available depending on your location
• Explore benefits by country

We encourage you to apply even if your experience doesn't perfectly align with the job description as we seek out diverse and creative perspectives. Team members who love to learn and collaborate in an inclusive environment will flourish with us. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you need additional accommodations to feel comfortable during your interview process, reach out at careers@wandb.com.
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