Customer Success Manager

This is not your average customer facing role. We’re expected to 7x our revenue growth in a year to raise our Series B. You and the team will grow very quickly. The bar is high. But so is the ceiling. We expect that you have the capacity and desire to grow into a leadership position one day at Warmly.

This is a strategic role where you’re studying the customer, our business, the market to come up with high leverage (10x) moves for us to play. Being close to the customer means you are closest to the truth. So yeah you’re responsible for net revenue retention and growth, customer satisfaction and churn but we didn’t hire you to do tasks. We’re looking to hire “YOU” because we believe “YOU” have a faster learning curve and can produce 10x results through your out-of-the-box thinking. Plus you have a dedicated customer support ops team who will execute tasks on your behalf and scale you. Your one focus is on how to maximize customer value through self-initiated projects and pulling together all departments in the company. We trust you. Ask for forgiveness, not permission.

To get 10x customer outcomes we are looking for someone who is a 10x-er. You should have a history of 10x-ing something in your most recent roles. Be able to talk about this during the interviews.

As a Customer Success Manager, you’ll be working full-cycle with 50+ Warmly customers to drive onboarding, implementation, adoption, renewal, and expansion. You will be a consultant for each of your customers, working to understand their problems, identify the best ways for Warmly to help solve them, and help their team augment their sales and marketing workflows using not just Warmly but other tools and services in the ecosystem. This is to get a deep understanding of the customer. No one will be closer to them than you. Then find and implement 10x plays via our product, operations, sales, marketing, etc. to maximize customer value.

You will work cross-functionally with Sales, Product, Marketing and Engineering.

We are looking for a tech-savvy, metrics-driven, highly detailed, stop-at-nothing performer. You must be curious, energetic, honest and motivated by solving big challenges. But most importantly, you must be an owner who cares deeply about customer outcomes. Hard work is not enough. Think about how to make a 10x impact, and apply that mindset in everything you do here.

Primary Duties

• Relentlessly drive customer value and outcomes
• Use data to analyze Warmly’s business (sales, marketing, product, customers). Uncover opportunities and bottlenecks
• Scale yourself through customer support ops and focus on leverage
• Own onboardings and implementations for new customers
• Study our customers and market to understand the ecosystem of players and how Warmly fits
• Drive growth and retention by working with customers through upsells and renewals
• Lead key internal projects for Warmly’s customer success team to level up our organization
• Make efficient business decisions
• Don’t make excuses

Outcomes

• If Ryan (Head of Customer Success) gets hit by a bus we trust this person with 95% confidence they can scale our customer success team to allow us to hit 1 to 7MM revenue goal (in 1 year) via retention and upsells
• Achieve 101%+ NRR for ICP-aligned owned accounts in first year
• Propose and implement at least two 10x plans that uplevel our team in the first 6 months, and at least five 10x plans that uplevel our team/organization in the first year
• Own and become an expert in one key internal customer success item (help center, product marketing, etc.)

Qualifications:

• 3+ years in customer success, or experience in both sales and customer success
• History of 10x-ing something that you self-initiated
• Excellent verbal and written communication skills
• Strong time management and prioritization skills

The Tech you’ll be working with and manage:

• HubSpot
• Salesforce
• Outreach
• Apollo
• Salesloft

Compensation:

This role will be paid at OTE $100,000 – $125,000 per year. The Salary range is $80,000 – $100,000 with the annual commission being $20,000 – $40,000 per year.