*** Must live in or be willing to relocate to one of the following states to be eligible for hire: New York, California, New Jersey, Connecticut, Arizona, Louisiana, Massachusetts, Michigan, Texas, Washington, Colorado, Vermont, North Carolina***
At Bitly, we believe in the power of the link or scan – to start a conversation, build a relationship or grow a business. Our mission is to turn every interaction into a catalyst for connections. It’s what motivates us to help people share, promote and engage everywhere on the Internet. We do this by being relentlessly product-focused, fostering the free-flowing exchange of ideas, and inspiring people around the world to dream up new ways of using Bitly.
The Role
Associate Customer Success Managers align Bitly’s services to customers business needs and objectives. You will be responsible for managing all aspects of the customer life cycle in our mid-market/SMB category post sales: driving exceptional customer experiences, customer retention and account growth. As a key partner to the sales team you will continually enable additional upsell opportunities. This role is based in the US (SF, NY, Denver or remote)
The ideal candidate is a strong team player and collaborator with a passion for driving a top-notch customer experience, while being commercially minded and driving >92% retention and building exceptional and long-lasting customer relationships.

What You’ll Do

    • Exceptional relationships: 
    • Become a trusted advisor to key customer stakeholders and executive sponsors to fully understand business strategy, technical environment and measures for success
    • Own all aspects of the customer relationship post sale, including: renewal cycle, product adoption & utilization, ROI, and customer satisfaction
    • Lead account reviews with customers to keep them informed of product features and enhancements, while also owning their renewal process from start to finish.
    • Serve as customer advocate and liaison while effectively collaborating with internal cross-functional teams, such as product management, sales, marketing, engineering and finance/rev ops
    • Commercially astute: 
    • Set, measure and achieve or exceed client retention and upsell/cross sell quotas
    • Accurately forecast renewal, upsell and cross sell pipeline through effective proactive account management
    • Own the customer growth / success plan – identify and pursue client upsell opportunities, within and outside of their existing use case, to grow your book of business. Where appropriate partner with Sales on strategic deals
    • Anticipate at-risk accounts to mitigate retention risk through client action plans and training
    • Drive Adoption:
    • Evangelize Bitly system features to strategically advise clients, continuously driving product value and ROI
    • Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
    • Remain current on industry news and current events understanding and proactively identifying impact on customer decisions and strategy
    • Process:
    • Make Bitly the best in the business by continuously improving processes in the Customer Success organization and when needed, assisting to train new hires
    • Take the initiative to document best practices and sharing successes with the team
    • Document all customer interactions, tasks and goals in Gainsight

Who You Are

    • Minimum of 1-2 years customer-facing experience, preferably in a SaaS or subscription business
    • Strong commercial skill set: experience managing 125+ contracts/renewals per quarter with contract negotiation and closing skills
    • Customer-first mentality and talent for building strong relationships
    • Experience working cross-departmentally (with sales, front-line customer service, product, engineering) to serve the needs of customers
    • Experience managing $1M+ annual recurring revenue client book
    • Experience using Gainsight and Salesforce or similar CRM software
    • Ability to prioritize and manage expectations within a fast-paced environment
    • Excellent written and verbal communication and presentation skills
    • Demonstrated experience and passion for social technologies and SaaS space
    • Bachelor’s Degree or equivalent in the role experience

Our Values

    • Customer First. We are fiercely committed to our customers’ success. Our Job is to ensure that our trusted platform, performance, and people help customers achieve their goals
    • Growth Focused. We are building a fast growing, healthy business powered by quick learning, constant optimization, and data driven decisions
    • R.E.S.P.E.C.T. We are a team that respects each other and values diversity and inclusion. We treat others as we’d want to be treated and uphold the highest levels of integrity in everything we do
    • >(!=) Greater than, not equal to. We are driven to win, bring our “A Game” to work each day and deliver exceptional results
    • Do or Do Not, There is No Try. We say what we are going to do and we do it

Employee Benefits

    • Competitive Salary + Stock Options
    • Comprehensive and competitive medical, dental, and vision insurance (all LGBT friendly)
    • 401k with up to 4% employer match
    • One Medical membership: Doctors you can text, call or email 24/7 and receive access to expert insurance guidance
    • Wellness reimbursement program
    • Partial cell phone service reimbursement
    • Voluntary LegalShield for legal services and IDShield for identity theft protection
    • Unlimited vacation, personal time, and flexible work from home policies
    • Full support for remote work during COVID-19, including a $500 home office and separate WiFi stipend
    • Generous parental leave policies; maternity and parental leave for growing families
    • Budget for professional development opportunities, including courses and conference attendance
    • Snacks, drinks, and weekly catered lunches (when our offices reopen)
    • Company sponsored volunteering opportunities (when it is safe to do so)
Applicants must be currently authorized to work in the United States on a full-time basis.
If you are based in California, we encourage you to read this important information for California residents linked here. (https://bitly.is/CCPACandidates)
If based in Colorado/New York, the annual cash compensation range for this position is $80,000- $90,000 OTE.  Final compensation will be determined based on experience and skills and may vary from the range listed above.
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