Customer Success Manager

NYC, Remote

Posted on 3/14/2023

Locations

New York, NY, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Sales

Communications

Requirements

Minimum of 2 - 4+ years of experience as a Customer Success Manager
Experience at an AI, ML or Data product company
Experience managing renewals and upsell
Proven success of consistently hitting and exceeding KPI goals in a customer success team or similar role
Proven success with renewing and growing customer base
Entrepreneurial mentality - self-starter with a strong desire to learn and grow
Experience selling to VP or C-level executives
Interest in working at a hyper-growth startup in a quickly innovating space
Strong negotiation and closing skills

Responsibilities

Manage the onboarding of new customers with one of our Success ML Engineers and ensure a successful handoff from sales
Monitor customer health and take corrective action when a decline in engagement is identified
Drive user adoption through various touchpoints including training, product roadmap sessions, workshops, and developing relationships with several champions & power users
Forecast Renewal risk to management
Identify expansion opportunities by monitoring customer product usage, business updates/news, and creating strategic account plans with sales to grow to other teams
Monitor customer support slack channels and tickets, respond to queries, and work cross-departmentally to resolve problems
Set up Quarterly Business Reviews (“QBRs”) to assess customer health, collect feedback, and share new and upcoming product features
Ensure all users at each customer are receiving our communications and updates
Become an expert user of the product
Own renewal negotiations for a portion of your customers

At Weights & Biases, our mission is to build the best developer tools for machine learning. Weights & Biases is a series C company with $200 million in funding and a rapidly growing user base. Our platform is an essential piece of the daily work for machine learning engineers, from academic research institutions like FAIR and UC Berkeley to massive enterprise teams including iRobot, OpenAI, Toyota Research Institute, Samsung, NVIDIA, Salesforce, Blue Cross Blue Shield, Lyft, and more.

Reporting to the Manager of Customer Success, the Customer Success Manager will manage the onboarding of new customers, be the primary point of contact for post-sales activities, and proactively manage all the touch points between the initial onboarding and contract renewal. In addition, the CSM will be responsible for identifying upsell and expansion opportunities within their customer base, and communicating opportunities to Sales. We believe that a successful CSM is one that has a healthy working relationship with the Sales, Product, and Marketing teams specifically.

Responsibilities:

Manage the onboarding of new customers with one of our Success ML Engineers and ensure a successful handoff from sales
Monitor customer health and take corrective action when a decline in engagement is identified
Drive user adoption through various touchpoints including training, product roadmap sessions, workshops, and developing relationships with several champions & power users
Forecast Renewal risk to management
Identify expansion opportunities by monitoring customer product usage, business updates/news, and creating strategic account plans with sales to grow to other teams
Monitor customer support slack channels and tickets, respond to queries, and work cross-departmentally to resolve problems
Set up Quarterly Business Reviews (“QBRs”) to assess customer health, collect feedback, and share new and upcoming product features
Ensure all users at each customer are receiving our communications and updates
Become an expert user of the product
Own renewal negotiations for a portion of your customers

Requirements:

Minimum of 2 - 4+ years of experience as a Customer Success Manager
Experience at an AI, ML or Data product company
Experience managing renewals and upsell
Proven success of consistently hitting and exceeding KPI goals in a customer success team or similar role
Proven success with renewing and growing customer base
Entrepreneurial mentality - self-starter with a strong desire to learn and grow
Experience selling to VP or C-level executives
Interest in working at a hyper-growth startup in a quickly innovating space
Strong negotiation and closing skills

Our Benefits

🏝️ Flexible time off
🩺 Medical, Dental, and Vision for employees and Family Coverage
🏠 Remote first culture with in-office flexibility in San Francisco
💵 Home office budget with a new high-powered laptop
🥇 Truly competitive salary and equity
🚼 12 weeks of Parental leave (U.S. specific)
📈 401(k) (U.S. specific)
Supplemental benefits may be available depending on your location
Explore benefits by country

We encourage you to apply even if your experience doesn’t perfectly align with the job description as we seek out diverse and creative perspectives. Team members who love to learn and collaborate in an inclusive environment will flourish with us. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you need additional accommodations to feel comfortable during your interview process, reach out at [email protected]

#LI-Remote

201-500 employees

Website

Developer MLOps & visualization platform

Company Overview

Weight & Biases’ mission is to build the best tool for machine learning with their advanced platform that allows models to be built faster with experiment tracking, dataset versioning, and model management. The company is committed to helping machine learning developers in a variety of use cases with their tools that easily integrate and give metrics and visualizations.

Benefits

🏝️ Unlimited vacation time
🩺 100% Medical, Dental, and Vision for employees and Family Coverage
🏠 Remote first culture with in-office flexibility in San Francisco
💵 $1000 home office budget with new high-powered laptop
🥇 Truly competitive salary and equity
🚼 12 weeks of Parental leave
📈 401(k)

Company Core Values

Driven
Kind
Proactive