[Remote] Customer Success

Note: The job is a remote job and is open to candidates in USA. Standard Metrics is hiring for its Customer Success team to manage the post-sales lifecycle for customers using its financial data platform. The role focuses on customer relationships, platform adoption, retention, renewals, and advocating for customer needs with internal teams.

Responsibilities

• Cultivate long-term relationships with customers and connect with key stakeholders across the business, from senior executives to power users
• Develop a deep understanding of the customer’s business requirements, challenges, and goals in order to drive successful outcomes including increasing customer lifetime value and collaborating with customers to provide references and testimonials
• Proactively manage relationships throughout the customer lifecycle, from deployment and adoption to growth and contract renewal
• Drive platform utilization across customer teams and provide best practice recommendations to help further platform adoption
• Own renewals and upsells for your assigned book of customers, proactively identifying and addressing churn risk, and accurately forecasting future revenue growth
• Lead recurring Partnership Reviews to align on business priorities, review product usage and insights, and provide an overview of our Product Roadmap and relevant upcoming enhancements
• Be a champion for our customers with our Product and Engineering teams, ensuring their voices and needs are heard and prioritized

Skills

• Passionate and self-driven team player who is a tenacious problem solver, a strategic thinker, and excellent at relationship management
• 2+ years of relevant experience in a client-facing role
• Customer success or account management
• Track record of developing strategic relationships with customers, identifying business goals, and driving value realization in order to ensure customer retention and reference-ability
• Experience managing and closing renewals and upsells
• Strong executive presence and ability to successfully navigate all levels of customer organizations
• Experience presenting to C-level executives and an ability to influence internal and external decision-makers
• Ability to work in a high-growth environment with a willingness to tackle projects and work independently
• Strong time management and prioritization skills, a natural empathy for customers, and excellent written and verbal communication abilities
• Passion for technology, startups, entrepreneurship, and/or venture capital

Benefits

• Competitive equity package
• Medical, dental, and vision insurance for you and your dependents, covered 100% in the USA; internationally, local health coverage is matched for you and your family
• Flexible vacation, in addition to holidays; most employees take 3–4 weeks, with no firm rules
• 12 weeks of paid parental leave for all new parents in the USA; internationally, parental leave standards in your area are matched
• Everyone has full access to the company’s business metrics and financial information
• Recurring team offsites, with the team flown to a destination to plan, bond, and innovate
• Remote-first work arrangement

Company Overview