As our first dedicated customer success manager, you’ll also play a key role in developing both strategy and processes for customer success operations.

What You’ll Do

    • Bring a unique vision for how customer success should operate at Donut, and execute on that plan
    • Be a first point of contact for valuable annual customers after contracts close, assisting with account setup, customer onboarding, and implementation
    • Establish a proactive, ongoing relationship-building strategy that you’ll execute with customers
    • Run QBRs to help customers achieve their goals, and identify meaningful opportunities for expanded usage
    • Monitor health metrics for accounts, and troubleshoot when necessary
    • Lead the charge on negotiating and winning renewals
    • Collaborate with our product team to advocate for customer needs and requests, and our marketing team to produce collateral for implementation and/or renewal processes

About You – Musts

    • 5+ years of experience in a customer facing role, including at least 2 years of experience as a customer success manager working with organizations of 500+ employees
    • Experience with B2B SaaS and using Slack in a professional setting
    • Proven track record of owning relationships and managing a book of business, including negotiating renewals
    • Is curious and creative – We love our customers, and know you will too! The ability to ask good questions, be empathetic, and search for innovative solutions are important to us
    • Hours: This is a remote-friendly position, but you must be able to regularly take meetings between 10am-6pm ET

About You – Bonuses

    • Have been a CSM at 2 or more companies
    • Experience working with freemium or self-serve B2B SaaS products
    • Knowledge of Intercom and/or Hubspot
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