Senior Customer Success Manager

• Inscribe is seeking our second entrepreneurial senior customer success manager to help drive our enterprise and strategic customer success initiatives
• You will be a core member of our GTM team and collaborate closely with our customers to ensure they are successful and receive maximum value from Inscribe
• You will work with teams across Inscribe to coordinate support for customers and relay feedback to the sales, product, and engineering teams
• You’ll be responsible for the post-sale customer lifecycle and aligning internal efforts to drive customer success. This will be a high impact role with the mandate to build a world-class customer success function from the ground up. We have ambitious goals as a company that are dependent on our customer’s happiness, and in turn dependent on a strong customer success team
• Help lead our post-sale engagements to ensure our customers are successful
• Build close relationships with our customers to understand their needs with the goal of maximizing value
• Manage the onboarding and implementation process, including the design and execution of personalized plans for key enterprise accounts
• Drive adoption and engagement by acting as a trusted customer advisor and become an expert in fraud detection and automation
• Proactively build pipeline, identify and close opportunities for account expansions and growth
• Perform quarterly business reviews with our customers to align on performance metrics, business needs, product roadmap and feedback
• Act as a voice of the customer within internal team discussions. Collaborate with the product team to address customer feedback and incorporate insights into our product roadmap
• Triage lead on technical issues with the customer and be able to loop in appropriate team members based on the customer’s needs
• Own key success metrics such as retention, renewals, and account growth and report on customer health through weekly deal reviews and ad-hoc customer reviews

Benefits

• Comprehensive healthcare
• 401(K) and pension plans
• Paid parental leave
• Flexible work schedule
• Health and wellness stipend
• Meaningful equity
• All holidays recognized
• Volunteer time off
• Team-building events

• You are relentlessly resourceful in achieving your goals
• You have experience coordinating multiple projects with both internal and external stakeholders
• A true team player and enjoy working with cross-functional teams
• 5+ experience in a B2B customer success or strategic account management role
• Experience in the fintech, banking or fraud space
• You are obsessed over customer needs and making customers happy
• You are a natural leader with an ability to rally others around a mission
• You have exceptional relationship building and communication skills