Customer Success Manager

Explo is looking for a Customer Success Manager to help manage and expand current accounts, while building the foundation for our Customer Success Organization as the first Customer Success hire at the company. You should be passionate about working with customers, have a interest in developing processes, and potentially building a team from scratch. This is a unique opportunity to define a function at a company that strives to put our customers’ success as our top priority.

What are we looking for?

• A minimum of 4+ years of experience working in a Customer Success or Account Management function
• A product-focused mindset to understand the needs of customers and function as an extension of their product teams
• Autonomy to manage everyday workflows while working on larger initiatives and projects
• The ability to work cross functionally with product, sales, and marketing functions to ensure our customers’ needs are communicated back to the team
• Experience building processes from scratch. We’ll lean on your expertise and problem solving abilities to identify areas of improvement and start building a CS function at a high growth company

What you will do:

• Be the main point of contact for all our customers and will be responsible for managing our current customer relationships, renewals, and upsells
• Act as a customer advocate for our product team to help prioritize and understand the needs of our customers
• Lead implementation for our new customers with the support of our Solutions Engineering team
• Establish CS practices and procedures that are effective and scalable, while identifying areas of improvement
• Help build out a CS team as we continue to rapidly grow