The Customer For Life team engages our SMB and Enterprise customers to drive Fastory adoption and demonstrate ongoing value. The Customer Success Manager (CSM) is a critical function responsible for onboarding new customers by engaging executive teams in the launch, driving ongoing adoption, and assisting with renewals.

CSMs will be involved in all aspects of support, account management, demonstrating the product, educating customers and more. All team members look to customer success for input across all key decisions.

What you will do

• Build relationships / long term partnerships with Fastory customers
• Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support
• Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value
• Understand customer outcomes by communicating with customers, analyze customer health metrics, run NPS and gather other feedback via Hubspot, Intercom and Survicate or any other meaningful tools.
• Represent the voice of the customer to provide input into every core product, marketing and sales process
• Collaborate closely with Account Managers and Sales to support pilot customers, renewals, and expansion opportunities
• Identify opportunities for customers to act as Fastory advocates (e.g. testimonials, case studies)
• Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers
• Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements

What we are looking for

• Ideally 3+ years of experience in Customer Success, Account Management, Business Development, or another client-facing role
• A high level of accuracy and attention to detail is required
• Excellent communication and interpersonal skills
• Strong leadership skills
• Flexible approach and an ability to operate effectively with uncertainty and change
• Driven, self-motivated, enthusiastic and with a “can do” attitude
• Not afraid to pick up the phone, and go beyond a NO?
• Empathy, combativeness, insatiability and a creative, problem-solving mindset
• Passion for technology and for being a part of a fast-growing SaaS company
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)

• Screening call of 30min
• Marketing assessment
• In-person interview of 1hr
• Fit interview with our co-founders of 1 hr