Customer Success Manager

Our team of 9 engineers is curious, driven, friendly, and collaborative. We believe in an egoless approach to development and a blameless approach to problem solving. While we work independently, we support each other through frequent code and design reviews, daily stand-ups, and pair programming, facilitating learning and reducing friction in our regular release schedule of every 3 weeks.

HelloSign has a growing legion of active users and a vocal group of advocates, some of which stop by our office to get their photo taken with our team (Seriously, this has happened more than once). When people use our product, they love it. We want HelloSign to be the way everyone signs documents. We are very passionate about making our customers awesome and are looking for a Customer Success Manager that will take the relationships to the next level. This is a tremendous opportunity for someone who is passionate about Customers and how important they are for success. We are heavily customer focused across all areas of the organization (we are serious about their happiness).

* Own customer relationship from onboarding, training, user-adoption, to renewal. * Proactively identify churn risk and strategically plan to eliminate/divert risk. * Act as technical leader with your account base following up on issues, bugs, and other potential renewal detractors. * Define/track success criteria while monitoring goals and providing insights on overall health of relationships. * Conduct any required quarterly business reviews with strategic customers. * Act as a voice of the customer across the organization. * Maintain a forecast of renewals and up-sell opportunities with account base. * Collects, analyze and then use data to make the customers’ experience with the company as seamless as possible.

* Strong analytical and critical thinking skills - you love asking those open ended questions to really get to the root of the matter! * 2 years working in Customer Success in the SaaS industry - You understand the complexities of the SaaS world and how to keep our customers happy! * Proven experience in churn reduction- How have you reduced churn in your customer portfolio? What strategies worked for you and drove success for your customers? * Very personable, someone who is an excellent communicator and enjoys interacting with others. * Driven, independent and resourceful. * Highly responsible and self motivated, with exceptional attention to detail.