Customer Success Manager

Density Inc.

To our future Customer Success Manager:

At Density, we build one of the most advanced people sensing systems in the world. The product and infrastructure is nuanced and one-of-a-kind. Building this product for scale has been an exercise in patience, creativity, remarkable engineering, laser physics, global logistics, and grit. The team is thoughtful, driven, and world-class.

Importance of Customer Experience:

Our product is being deployed globally by some of the largest companies in the world. For example, we work with a technology company that uses Density to eliminate unauthorized access and tailgating; a hotel that measures their lounges in real-time so they can dynamically staff the area when usage spikes, a leading telecom proactively looking to better design tens of millions of square feet of their office space. We work with banks, government contractors, universities, energy companies, etc.

What these customers have in common is space. Collectively they own, operate, and occupy billions of square feet of corporate real estate. As our customers have found success with Density, unit deployments are growing, users are growing, and support needs are growing. We’re finding that there are ways we can design a customer’s experience such that it enables and accelerates their growth.

About the role:

As a Customer Success Manager at Density, you’ll work with some of the largest brands in the world by partnering with them as they improve business operations, reduce costs, and drive growth with our intelligent sensors and analytics software. Our Customer Success Managers partner with our customers as subject matter experts and thought leaders to help customers maximize the value from Density data and make people counting an important part of how our customers do business.

Ideal candidates are data-driven and resourceful relationship builders who are able to help our customers manage change.

Position Responsibilities:

Deeply understand our customers, their use cases, and how Density drives business value
Ensure successful onboarding and adoption for the Density solution for your customer portfolio
Build relationships with our day-to-day contacts, champions, and executives in your portfolio
Partner with Account Executives on account plans, whitespace mapping, and renewal management and forecasting
Serve as the internal customer advocate and voice of the customer. Translate customer impact and sense of urgency into actionable tasks for Density internal teams to accomplish
Work in cross-functional teams to troubleshoot hardware, software, or data-related issues
Escalate issues that are blocking successful adoption and value realization, rally the organization to support and resolve as soon as possible
Develop process, tools, and programs to help us deliver increasing value to our customers and get more efficient as a business
Inform our internal and external product roadmaps to decrease the time and effort required for customers to achieve value from the solution

Apply if you have some of the following background:

Prior experience with management consulting, customer success, or strategic technology sales
Experience operating in a fast-paced environment owning multiple workstreams
Ability to research, troubleshoot and solve complex software issues
Comfortable with data analysis
Creative, resourceful, detail-oriented, and well-organized
Empathetic attitude with engineers and customers and overall strong team player
Exceptional communication skills
Demonstrated ability to drive results
Experience helping organizations navigate change management
Experience building process, systems, tools to help teams scale

Customer Success Strategist

Culture Amp

Who We Are

What do Airbnb, Kind and Salesforce have in common? They use Culture Amp every day to make their workplaces better and grow highly engaged employees. They also make up a community of over 2,000 organizations from around the globe who stand together to change the world of work.With offices in Melbourne, San Francisco, New York, and London, Culture Amp isn’t just for fast-growing startups – we’re for every organization that wants to put culture first. By making it easy to collect, understand, and act on employee feedback, we enable People teams to make better decisions, demonstrate impact, and turn company culture into a competitive edge.It’s what makes us the world’s leading employee feedback platform.

The Opportunity at Culture Amp

You are deeply curious and passionate about people and culture. At heart, you’re what we call a people geek. Culture Amp is looking for an exceptional Customer Success Strategist to join us in our mission to make as many culture-first companies possible through accessible people analytics.

As one of the members of this business-critical team, you will:

Create healthier Enterprise customers at all stages of the customer journey to drive business growth
Define and optimize the Enterprise customer lifecycle through ownership of the delivery of our packaged offerings
Confidently communicate with all levels of customer stakeholders (i.e. C-level, Directors, HR Managers) to build trust in Culture Amp
Be a team player across all our teams, especially those outside of the Customer Group, to create a culture of Customer Success at Culture Amp
Advise the Executive team on performance and global initiatives related to Customer Success

What You Bring to Our Camp

Program Management experience, with experience in providing an educational experience for your customers through delivery of key touchpoints in the Customer Journey
Strong strategic execution experience, with proven ability to effectively prioritize projects based on business, team and customer goals
Executive credibility, that will allow you to map customer accounts and build relationships with key stakeholders and personas
Deep experience implementing or advising on a large scale software rollout/integration within HR, such as an HRIS (Workday, Oracle), LMS (Cornerstone OnDemand) or Engagement Platform (Culture Amp)
Be a community champion by identifying opportunities for customers to learn from one another across multiple offerings and events
Master’s degree is ideal, but not required (kudos for Industrial-Organizational Psychology or HR/Business Analytics)

After 3 months, you will…

Take ownership of key Enterprise customers in North America West, working collaboratively in our local team to ensure a smooth launch for many customers
Ramp and deliver key customer journey points (Exec Briefing, Feedback Strategy Review, Trainings etc)
Have learned the core elements of the product
Built internal relationships crucial to the successful delivery of key accounts, across customer and product teams

Day in the Life (Realistic Job Preview)

Here at Culture Amp, we all pitch in to make things work even when some tasks don’t fall squarely within the “job description”. Don’t be surprised if you see our CEO unloading the dishwasher or our People Scientists moving furniture around to help set up a Geekup event. We’re all about doing whatever it takes to amplify others and help us all be more successful. Though every role has its rewards and compelling aspects, we all have to commit to following through on the less interesting and sometimes tedious parts of the job. In this role, a few examples of some of the less exciting activities include:

Tracking, collating and answering customer support requests when required, to pull together the full picture of the customer’s experience
Taking early / late calls occasionally to build relationships with Campers in our other office locations (NYC, Melbourne and LON)
Personally working with large data files, often in excel and under short timelines, to ensure a customer’s success during their Culture Amp survey launch
Maintaining SFDC hygiene by keeping call notes and account information up to date (daily)
Resetting expectations with customers, by having the tough conversation, when appropriate

Here are a few highlights from Culture Amp

Learn about our Employee Feedback Platform ( https://www.youtube.com/watch?v=0rW5-vkNRKM )
The Rise of the People Geek ( https://blog.cultureamp.com/the-rise-of-the-people-geek )
Our unique DIY approach to L&D ( http://blog.cultureamp.com/blog/diy-approach-to-ld-at-culture-amp )
What does Culture First mean? ( https://blog.cultureamp.com/what-is-a-culture-first-company-and-why-does-it-matter )

Customer Success Manager

Triptease

We are looking for a motivated, personable and creative individual to join our growing Customer Success team in New York in the position of Customer Success Manager.

You’ll manage a portfolio of hotel partners from the moment they sign up to the Triptease Platform. Using your digital knowledge, you’ll coach your partners to find new ways to optimize their online guest experience, drive the most value from the platform and increase direct bookings.

The Triptease platform is helping more than 17,000 hotels around the world speak directly with their guests, manage their parity and offer the best price direct. Join us on our mission to save the hotel industry from becoming a price, on a pin, on a map.

Responsibilities

Own a Book of Business comprising of approximately 20 high-value accounts. You will be accountable for the performance of your Book and expected to meet retention targets and identify opportunities for growth
Reach out thoughtfully to communicate best practices, drive adoption, communicate new feature releases and maintain an up-to-date partner health grade
Coach your hotel Partners on how to use the platform to optimize online guest experience, increase direct bookings and revenue
Collect customer feedback and communicate back new product requirements
Partner with our customer sales team to identify upsell opportunities and help renew and expand customer contracts
Collaborate closely with the wider team including Product, Engineering and Finance to resolve issues and provide support
Present at events and industry conferences to gain insights, build relationships, and raise personal and company profile
Scrupulously maintain accurate reporting of customer status in internal systems

About you

At least 1-2 years of experience working in a client-facing role (support, customer success, account management, etc.)
Experience working with software and data analysis skills (including quantitative analysis) and proven critical thinking capability
Excellent communication skills, both verbal and written. You communicate with customers in a professional, thoughtful way
Ability to speak with and present to customer C-Level
Obsessive about learning!
Team player
Calm under pressure

Nice to have

Experience with Hospitality industry or Web technologies such as: AB Testing, UX, Analytics

Customer Success Manager

Density Inc.

To our future Customer Success Manager:

Importance of Customer Experience:

About the role:

Ideal candidates are data-driven and resourceful relationship builders who are able to help our customers manage change.

Position Responsibilities:

Deeply understand our customers, their use cases, and how Density drives business value
Ensure successful onboarding and adoption for the Density solution for your customer portfolio
Build relationships with our day-to-day contacts, champions, and executives in your portfolio
Partner with Account Executives on account plans, whitespace mapping, and renewal management and forecasting
Serve as the internal customer advocate and voice of the customer. Translate customer impact and sense of urgency into actionable tasks for Density internal teams to accomplish
Work in cross-functional teams to troubleshoot hardware, software, or data-related issues
Escalate issues that are blocking successful adoption and value realization, rally the organization to support and resolve as soon as possible
Develop process, tools, and programs to help us deliver increasing value to our customers and get more efficient as a business
Inform our internal and external product roadmaps to decrease the time and effort required for customers to achieve value from the solution

Apply if you have some of the following background:

Prior experience with management consulting, customer success, or strategic technology sales
Experience operating in a fast-paced environment owning multiple workstreams
Ability to research, troubleshoot and solve complex software issues
Comfortable with data analysis
Creative, resourceful, detail-oriented, and well-organized
Empathetic attitude with engineers and customers and overall strong team player
Exceptional communication skills
Demonstrated ability to drive results
Experience helping organizations navigate change management
Experience building process, systems, tools to help teams scale

Customer Success Strategist

Culture Amp

Who We Are

The Opportunity at Culture Amp

As one of the members of this business-critical team, you will:

Create healthier Enterprise customers at all stages of the customer journey to drive business growth
Define and optimize the Enterprise customer lifecycle through ownership of the delivery of our packaged offerings
Confidently communicate with all levels of customer stakeholders (i.e. C-level, Directors, HR Managers) to build trust in Culture Amp
Be a team player across all our teams, especially those outside of the Customer Group, to create a culture of Customer Success at Culture Amp
Advise the Executive team on performance and global initiatives related to Customer Success

What You Bring to Our Camp

Program Management experience, with experience in providing an educational experience for your customers through delivery of key touchpoints in the Customer Journey
Strong strategic execution experience, with proven ability to effectively prioritize projects based on business, team and customer goals
Executive credibility, that will allow you to map customer accounts and build relationships with key stakeholders and personas
Deep experience implementing or advising on a large scale software rollout/integration within HR, such as an HRIS (Workday, Oracle), LMS (Cornerstone OnDemand) or Engagement Platform (Culture Amp)
Be a community champion by identifying opportunities for customers to learn from one another across multiple offerings and events
Master’s degree is ideal, but not required (kudos for Industrial-Organizational Psychology or HR/Business Analytics)

After 3 months, you will…

Take ownership of key Enterprise customers in North America West, working collaboratively in our local team to ensure a smooth launch for many customers
Ramp and deliver key customer journey points (Exec Briefing, Feedback Strategy Review, Trainings etc)
Have learned the core elements of the product
Built internal relationships crucial to the successful delivery of key accounts, across customer and product teams

Day in the Life (Realistic Job Preview)

Tracking, collating and answering customer support requests when required, to pull together the full picture of the customer’s experience
Taking early / late calls occasionally to build relationships with Campers in our other office locations (NYC, Melbourne and LON)
Personally working with large data files, often in excel and under short timelines, to ensure a customer’s success during their Culture Amp survey launch
Maintaining SFDC hygiene by keeping call notes and account information up to date (daily)
Resetting expectations with customers, by having the tough conversation, when appropriate

Here are a few highlights from Culture Amp

Learn about our Employee Feedback Platform ( https://www.youtube.com/watch?v=0rW5-vkNRKM )
The Rise of the People Geek ( https://blog.cultureamp.com/the-rise-of-the-people-geek )
Our unique DIY approach to L&D ( http://blog.cultureamp.com/blog/diy-approach-to-ld-at-culture-amp )
What does Culture First mean? ( https://blog.cultureamp.com/what-is-a-culture-first-company-and-why-does-it-matter )

Customer Success Manager

Triptease

We are looking for a motivated, personable and creative individual to join our growing Customer Success team in New York in the position of Customer Success Manager.

Responsibilities

Own a Book of Business comprising of approximately 20 high-value accounts. You will be accountable for the performance of your Book and expected to meet retention targets and identify opportunities for growth
Reach out thoughtfully to communicate best practices, drive adoption, communicate new feature releases and maintain an up-to-date partner health grade
Coach your hotel Partners on how to use the platform to optimize online guest experience, increase direct bookings and revenue
Collect customer feedback and communicate back new product requirements
Partner with our customer sales team to identify upsell opportunities and help renew and expand customer contracts
Collaborate closely with the wider team including Product, Engineering and Finance to resolve issues and provide support
Present at events and industry conferences to gain insights, build relationships, and raise personal and company profile
Scrupulously maintain accurate reporting of customer status in internal systems

About you

At least 1-2 years of experience working in a client-facing role (support, customer success, account management, etc.)
Experience working with software and data analysis skills (including quantitative analysis) and proven critical thinking capability
Excellent communication skills, both verbal and written. You communicate with customers in a professional, thoughtful way
Ability to speak with and present to customer C-Level
Obsessive about learning!
Team player
Calm under pressure

Nice to have

Experience with Hospitality industry or Web technologies such as: AB Testing, UX, Analytics