Customer Success Manager
Keep reading if you've ever had a love/hate relationship with a multi-tabbed spreadsheet.
As an early member of our team, your hands will be in multiple sides of the business. This role will help illustrate StarLifter's value during the sales process, lead clients through onboarding, as well as manage customer relationships. If you are outcomes-oriented, thrive in variety, and get energized by helping others solve problems, this role is made for you.
Who we are
StarLifter is on a mission to simplify and streamline data analysis for every scenario. Our platform replaces the patchwork of solutions operators are using to get the insight they need to run their business. This includes (1) business intelligence tools and their required data analysis stacks, (2) purpose-built point solutions (think FP&A reporting, KPI software, customer QBR reporting), and (3) the dreaded spreadsheet supported by a team member.
In short, we are the answer to the "there has to be another way" heard from most office suites and operations floors.
Founded in early 2022, we are based in Indianapolis with an office in San Diego. We believe our bold vision may only be realized by attracting and retaining the right talent.
As a Customer Success Manager, you are responsible for the entire customer lifecycle: onboarding through renewal. While the day-to-day includes activities like managing onboarding projects and designing enablement and training, you are ultimately responsible for partnering with customers to drive business outcomes. The business will also look to you as a strategic partner to the product development process. You'll be our internal champion for our customers and users.
Evaluate and manage customer health throughout implementation, activation, adoption and optimization phases
Effectively transition accounts from sales to customer success
Partner with customer to bring to life use cases identified in the sales process
Coordinate customer kickoff meetings and manage project plan
Provide support to customers; answering questions, reviewing and guiding towards desired outcomes
Provide best practices for data acquisition, storage, structure and analysis
Enable customers with relevant product enhancements and updates to promote adoption
Author and manage customer enablement materials (e.g. help desk content, videos) and community
It'd be great if
As we build our team, we are looking for a variety of talents, perspectives and experiences. It'd be great if your career has led you to acquire a handful of the following:
You've felt the pain of our super user. This may mean you've built a multi-tabbed Excel workbook, been asked a 15 second question that requires a four hour analysis, downloaded and attempted to build something in BI.
You've been responsible for customer relationships. You know what it means to take a customer's vision and break it down into week-by-week progress. You hold yourself and others accountable. You naturally communicate wins and success and instinctively know when concerns are brewing under the surface.
You like to create content that helps others learn. This means you are direct yet descriptive, technical yet thoughtful.
You come with a perspective on how organization's use data. This means you've built out financial reports, completed revenue and pipeline analysis, set up operational dashboards, or been responsible for board decks and management reports.
How we define success
Roles with variety require focus. Here's how we'll determine what success looks like for this role:
Customers are onboarded and enabled in days not weeks
Customers are excited to tell their story and additional users are added to StarLifter
Customers are growing their footprint and renewing
Share a brief description of why this role interests you and your resume to firstname.lastname@example.org
StarLifter is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.