Senior Customer Success Manager

Senior Customer Success Manager

Company Overview

Catalyst is the world’s most intuitive Customer Success Platform (CSP), and was built by an experienced group of industry leaders. Our software integrates with the tools that CS teams are already using to provide one centralized view of customer data. Customer Success Managers can subsequently take the right actions to prevent churn, increase product adoption, and align the entire organization on a unified workflow to manage customers throughout their journey. Catalyst helps organizations turn Customer Success into a company-wide mission. 

 

Position Overview

The Senior Customer Success Manager role is an instrumental role in the long-term success of our business. You will be working with our Enterprise clients throughout their journey post-onboarding to ensure that they're appreciating continuous value from Catalyst aligned to their goals.

As an early CSM at Catalyst, your contributions to helping us build a foundation for the CSM motion provides you with the opportunity to have a significant impact beyond the traditional scope of a CSM role.

What You’ll Do:

• Form close relationships with our customers, including CSMs, Managers, Directors, and VPs. Partner with customers to establish a mutually agreed-upon Success Plan, outlining the challenges they're looking to solve for using Catalyst
• Define, prescribe & drive action aligned to the execution of each customer’s above Success Plan. Proactively identify and mitigate risk in each customer’s ability to achieve their goals.
• Challenge and teach customers how to independently leverage product features, strengthening their knowledge & confidence in using the tool
• Proactively pull, track, and analyze both quantitative and qualitative data to identify insights. Connect data to customer value and communicate a clear narrative that drives action back to your customers
• Proactively partner across your account stakeholders to continuously plan for the next moment of impact through being an agent of change to drive increasing value realization
• Actively work cross functionally with the renewals and sales teams to identify value-adding growth opportunities and renewals
• Partner internally with cross-functional teams such as Sales, Product, Engineering and Marketing. Convey the voice of the customer internally in an effort to inform other functions on how best we can support and add value to our customers
• Consistently put forward product enhancement recommendations based on personal experience & on insights gained from customers 
• Actively contribute to the analysis, planning and execution of CS processes to help us lay the foundation for the CSM function at Catalyst

What you’ll bring:

• Demonstrated experience in a consultative customer-facing role, ideally having managed enterprise-level accounts for 5+ years
• Success in building and standardizing repeatable CSM processes & playbooks, & the desire to do so at Catalyst as we continue to scale
• Exceptional ability to influence & drive action through others, coupled with the ability to be a proficient listener
• Eagerness to learn, with the ability to receive and implement feedback quickly
• Ability to think quickly on your feet and answer unexpected questions with ease
• Discernible passion for Customer Success, and for creating memorable customer experiences
• A strong understanding customer success and growth platforms and the value they deliver for customers
• A challenger mindset, unafraid to push customers beyond conventional thinking and drive meaningful action

 

Why You’ll Love Working Here! 

• Highly competitive compensation package, including equity - everyone has a stake in our growth
• Comprehensive benefits, including up to 100% paid medical, dental, & vision insurance coverage for you & your loved ones
• Open vacation policy, encouraging you to take the time you need - we trust you to strike the right work/life balance
• Annual education stipend, to ensure that you're continuously expanding your skill set
• Monthly wellness stipend, to ensure that you’re taking care of both your physical & mental health
• Monthly remote team-building events, including game nights, trivia, cooking/mixology classes, and more!

 

Salary information: The estimated base salary range for this position is $123,000 - $144,500 USD. Additionally, we offer a competitive equity package and comprehensive benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, experience and location.