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(SaaS) Manager, Customer Success
Posted on 6/4/2022
Experience Level
Desired Skills
Business Strategy
  • 2+ years of leadership experience preferred
  • 5+ years of customer success and/or account management experience, preferably within a SaaS organization
  • Strong understanding of customer success and business strategy
  • Proven track record of success in identifying customer needs and implementing long-term solutions in a SaaS environment
  • Experience utilizing metrics to make data-driven decisions
  • Ability to build rapport and trust with customers, team members and internal stakeholders
  • Ability to lead with a customer mindset and continuously connect their key pains and requirements to specific product features, benefits, and value propositions
  • Naturally curious with excellent critical thinking skills
  • Identify potential talent, attract new talent and develop existing talent for the customer success organization
  • Support the CSM team to ensure individuals are set up to successfully manage customers throughout their post sales journey
  • Work closely with the Director and VP of Customer Success to establish clear goals and metrics for the team, and ensure CSMs are meeting those targets throughout the year
  • Coach CSMs to teach, tailor, and take control with customers to provide a best in class customer experience
  • Encourage CSMs to identify customer needs, areas of opportunity for expansion, mitigate renewal risks, and build strong collaboration across the CS organization and with cross-functional partners
  • Continuously manage and evolve the small business market coverage model to improve the overall customer experience
  • Serve as an escalation point for complex customer issues
  • Drive collaboration across departments and functions to facilitate issue resolution

201-500 employees

Company Overview
Articulate Labs develops wearable devices that augment movement with electrical stimulation to turn everyday activity into on-the-go rehab.
  • Student debt repayment
  • 401(k) savings
  • Supplemental insurance
  • Mental health sessions
  • Health savings account (HSA)
  • Life coaching
  • Flexible PTO
  • Fully remote
  • Well-being benefit
  • Medical insurance
  • Baby bonding leave
  • Child care assistance
  • Tuition reimbursement
  • Transgender benefit
  • Company matching donations
  • Abortion travel assistance
  • Service sabbatical
  • Cash for Change
Company Values
  • We are all human: We come to work with our unique histories, our vulnerabilities, and the social location we inhabit based on things like race, gender, sexual orientation, ethnicity, and religion.
  • We are all connected: Healing and improving ourselves and our relationships with one another reverberates throughout our teams, society, and the world.
  • We are all works-in-progress: We seek to learn and evolve as humans, teammates, and members of society.
  • We are responsible: We are both autonomous individuals and members of a team, working together to grow and succeed.
  • We are focused on results and strive to make a positive impact in the world: We value work at Articulate that has purpose, meaning, and impact.
  • We are called to create an equitable, sustainable, and empowering workplace: We strive to be the brightest corner of the universe, where everyone feels empowered, valued, and safe to be their whole selves at work.