Customer Success Manager

Get in on the ground floor at one of the top startups on the East Coast! Shelf is looking for a motivated, high potential individual to join our growing organization as a Customer Success Manager, helping to turn the promise of positive impact into real, measurable recurring results for our customers.

In this role, you will use your technical know-how, creative problem solving, tenacity, and people skills to ensure the success of our customers and, ultimately, the success of our business, supporting Shelf as we grow from our recent $50M B-round to C, D, IPO, and beyond!

Learn more about the exciting things happening at Shelf and other hiring needs we may have here.

Key Responsibilities:

• Cultivate, maintain, and deepen customer relationships with an emphasis on product power users and project sponsors/budget owners.
• Educate customers on how Shelf works and coach them to proper use Shelf using a mix of product demonstrations, presentations, and Q&A sessions.
• Engage customers to clearly understand the Why behind their use of Shelf and their beliefs on how Shelf is: 1) not meeting, 2) meeting, or 3) exceeding their expectations.
• Distill customer feedback into actionable insights for counterparts in the Product, Sales, and Marketing teams.
• Create and effectively implement success plans that will retain customers over multiple contract renewal cycles and create the conditions for account expansion.
• Partner with customer counterparts to measure the tangible impact of Shelf within their organizations.
• Work with other members of the post sales organization to onboard new customers in a timely and effective manner. Based on available team capacity, this may require leading select customer implementations.
• Diligently capture data so it can be analyzed and used to improve both company processes and the customer experience in a measurable way.
  

Requirements:

• Background in B2B SaaS
• 2+ years of experience in customer-facing roles
• Enjoys interacting with others, primarily through tools that facilitate remote work (Zoom, Slack, etc.)
• Strong written and verbal communication skills
• Proactive in nature and enjoys solving problems
• Highly organized - able to self-manage and clearly report on work activities
  
• Willing to work onsite in Stamford 3x per week

Benefit Highlights:

• Company Stock Options
• Unlimited PTO