As an SMB Customer Success Manager, you will provide delightful experiences and contribute to the success of Bonusly’s customers. We are looking for someone with an ingrained passion for people, and a love for finding creative solutions to help others succeed.
You will become an expert on the Bonusly app while managing our customer’s success throughout the customer lifecycle. From partnering with our implementation team to ensure that Bonusly customers are on-boarded smoothly, to seeing that they achieve their business goals using our products, and partner with our Account Management team to renew their contracts. You’ll directly affect the customer satisfaction, retention, growth, and referenceability of our amazing customers!

✅At Bonusly, you’ll…

    • Manage a portfolio of SMB customers, owning their ultimate success by ensuring they realize the full value of the Bonusly platform.
    • Engage Customers: keep customers engaged with regular touchpoints such as QBRs, ongoing operational check-ins, and consultations.
    • Manage Customer Health: using data, monitor customer health, take proactive steps to mitigate signs of risk, and act as the ultimate consultant to encourage user adoption and ultimate value.
    • Ensure Successful Launches: oversee customer launches with Implementation specialists, and consult on best practices for effective user adoption.
    • Grow Adoption: influence customers to effectively utilize Bonusly and expand their usage. Driving Adoption requires active planning and expertise with organizational change.
    • Build and maintain healthy, multi-thread relationships across your account’s organizations.
    • Partner with the Account Management team to drive expansion opportunities and manage renewals for your portfolio.
    • Partner with the Marketing Team to provide customer stories and co-marketing opportunities.
    • Collect customer feedback and advocate customer needs cross-departmentally, including by participating in product feedback sessions.
    • Keep up with HR industry trends to be able to better understand and advise our customers.
    • Help out with various Customer Success projects as needed.

💚You’re a great fit if you…

    • Excel at delivering delightful experiences, with a focus on customer happiness, and success.
    • Have a retention mindset with a track record of handling renewals and upselling.
    • Have a strong drive to understand clients’ business goals, anticipate future needs, and work relentlessly to help your clients achieve success.
    • Excel at identifying problems, discovering root causes, and working quickly to find long-term solutions.
    • Are a wiz at looking for patterns in customer communications and experiences to create actionable feedback for the company.
    • Are well-organized and detail-oriented, with a keen understanding of project management.
    • Adept with standard business tools and practices, and able to learn new ones quickly.
    • Thrive working autonomously and as part of a team.

Compensation

    • Target Salary Range: $70,000 – $90,000
    • Target Equity Range: 0.008% – 0.030%
🎉Benefits and opportunities include…
• Collaborating with a growing team of smart & passionate creators.
• Making work more enjoyable and meaningful by reimagining the way companies recognize and reward their employees.
• Being empowered to innovate, take ownership, and motivate change at a growing company.
• Fully covered Medical/Dental/Vision insurance.
• Fully covered short-term/long-term disability and life insurance
• Progressive vacation policy.
• 401(k) with employer matching.
• Subsidized wellness, transit, and professional development.
• Bonusly! (Of course we use our own product for peer, work anniversary, and birthday recognition)
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