Customer Success Manager

 About the role 


 



 PlaybookUX is looking for a Customer Success Manager who will drive growth and client adoption. 


 



 Reporting directly to the CEO and Co-founder, you’ll be a key player in driving projects that will help PlaybookUX scale, achieve renewal targets, and radically improve the customer experience.


 



 We’re a fully remote team so we’re looking for someone who thrives in this environment.


 



 As their main point of contact, our enterprise customers will lean on you to provide best practices and help them achieve their research goals through the use of PlaybookUX.


 



 What you’ll do


 
Responsible for meeting and exceeding net revenue retention (NRR) and product usage goals
 
Develop long-term relationships with our most important enterprise customers
 
Responsible for continuous training and communication with enterprise customers via email and Zoom
 
Ability to understand customer requirements and identify upsell and cross-sell opportunities
 
Work closely with the sales teams to lead and execute the sales handoff and onboarding process
 
Manage end-to-end renewal process and negotiations
 
Pioneer product adoption
 
Responsible for deeply understanding customer needs and translating that into actionable feedback for the product team 
 
Monitor the health and sentiment of your customer portfolio
 
Conduct webinars to engage customers


 



 Who you are


 
3+ years experience in a customer success or sales role at a technology company
 
Experience exceeding net revenue retention goals
 
Track record of pioneering customer adoption and product usage
 
Experience managing and executing an onboarding process
 
You believe in doing right by the customer – a successful customer is getting continuous value from the product
 
Experience leading renewal negotiations
 
You diligently engage and reflect on feedback and failure because you know there is always something to learn from an interaction
 
Strong written and verbal communication skills in English
 
Friendly, engaging, and an incredible communicator 
 
Ability to translate complex topics into simple language that can be easily understood by customers
 
Highly detail-oriented 
 
Ability to balance multiple initiatives
 
Based in the United States
 
Value working remotely and thrive in that environment
 
You’re excited to join a growing startup


 



 Benefits 


 
Overall compensation of $75,000 to $80,000
 
Base salary range of $65,000 to $70,000 plus $10,000 in performance-based bonuses
 
2% commission on expansion revenue
 
Equity stake in the company
 
100% premium-covered healthcare
 
Fully remote/work from home
 
Generous PTO + accrue an additional day per year of employment 


 



 Working at PlaybookUX 


 



 PlaybookUX is a fully remote user research software. We help companies gather feedback on their websites, products, prototypes, concepts, and more. PlaybookUX works with Fortune 500 companies as well as startups and SMBs. 


 



 At our core, the PlaybookUX software helps collect and analyze customer feedback. We believe that giving and receiving feedback is the best way to improve and apply this to everything we do.


 



 We are committed to diversity and inclusion. We believe that our team is strengthened by building a team with diverse backgrounds. We are a female-founded company and diversity is at our core. 


 



 We are bootstrapped, profitable, and growing fast. We are a small team so you’ll make a big impact!