Customer Success & Growth Manager

As a Customer Success & Growth Manager at Two Dots, your main responsibilities will revolve around building strong, strategic relationships with our clients, ensuring they achieve their desired outcomes with our AI-driven underwriting solutions. You will track account health, conduct quarterly business reviews, and create success plans for high-priority customers. Additionally, you'll manage the entire customer journey from onboarding to expansion, proactively identifying upsell opportunities in collaboration with the Sales team.

To qualify for the Customer Success & Growth Manager role at Two Dots, candidates should have at least 5 years of experience in Customer Success, Account Management, or related fields, particularly within B2B SaaS environments. Proven success in retaining and expanding accounts, as well as experience constructing and executing CS playbooks, are essential. A track record of thriving in rapidly changing environments, along with self-starting capabilities, will also be highly valued.

The Customer Success & Growth Manager at Two Dots plays a critical role in product development by acting as the voice of the customer. By gathering feedback and surfacing high-impact needs from clients, you will collaborate with the Product and Engineering teams to shape the product roadmap. This ensures that our solutions not only meet but exceed customer expectations, driving overall satisfaction and growth.

The work environment at Two Dots is dynamic and fast-paced, perfect for a Customer Success & Growth Manager who thrives in agile settings. Given the innovative nature of our AI-driven solutions, the company encourages quick adaptability and a proactive approach to problem-solving. You'll work closely with a diverse team focused on delivering exceptional customer experiences and shaping the future of consumer underwriting.

As a Customer Success & Growth Manager at Two Dots, you can expect a competitive salary ranging from $150,000 to $175,000, along with a comprehensive equity package and substantial benefits. The role also offers a unique opportunity to make a significant impact in a growing company, influencing the future of AI-driven underwriting solutions while enjoying a high-agency position.

When asked about managing customer relationships, focus on the importance of establishing trust and open communication. Detail how you would build a rapport with clients by understanding their needs and goals, advocating for their success, and regularly checking in on their account health.

In answering how to measure customer success, talk about key performance indicators such as customer satisfaction scores, Net Promoter Score (NPS), and retention rates. Emphasize the significance of using these metrics to drive strategic decisions and enhance overall customer engagement.

To answer this, share a specific instance, focusing on your understanding of the customer's issues, the strategy you implemented to resolve their concerns, and how you restored their trust, ultimately leading to a positive outcome and renewed engagement.

Discuss your ability to engage in active listening during customer interactions, which helps in identifying needs for additional features or services. Mention how you would analyze customer data and feedback to proactively recommend solutions that add value to their workflows.

In your answer, explain your system for prioritizing based on urgency and potential impact. Discuss the use of customer health scores, meeting schedules, and strategic planning to ensure you allocate your time effectively across various accounts.

Share your hands-on experience in creating Customer Success playbooks, focusing on your methodology, the components you included, and how these frameworks aided the team in scaling processes and ensuring consistent customer engagement.

Illustrate how you collect customer feedback through surveys and meetings, and how you use that data to influence product development. Emphasize the relationship between customer insights and enhancing the user experience of the solution.

Express your enthusiasm for the dynamic nature of a startup, highlighting how it fosters innovation and agility. Share your appreciation for the opportunity to wear multiple hats and contribute to various aspects of the business, creating a meaningful impact.

Discuss the proactive measures you take, such as setting measurable success criteria, conducting regular check-ins, and monitoring customer engagement metrics to ensure users are receiving and realizing value from the solution.

Highlight the importance of empathy and active listening when dealing with unhappy customers. Discuss the steps you would take in addressing their concerns promptly, keeping them informed while working toward a resolution that meets their needs.