Customer Success Manager
Our world is mobile — the phones in our pockets, our 10+ IoT devices at home, the cars we drive, the way we conduct our work, and the point-of-sale devices from which we buy our coffee and donuts. Embrace is on a mission to make all of our edge experiences exceptional by helping revolutionary companies evolve and excel in this mobile-world that did not exist even 7 years ago. Customers, like Goat, Hilton, Masterclass, Home Depot, and Cameo, love Embrace’s mobile observability and data platform because it makes extremely complicated and voluminous data actionable.
About the Role
We’re looking for a passionate and experienced Customer Success Manager to own our customer relationships end-to-end and elevate the current customer experience with our product. We take pride in working with our customers’ mobile teams to help align with their company’s initiatives and become a critical partner in their team’s success. If you’re excited to work with a talented team and awesome mobile-first customers, we want to talk to you!
What You’ll Do
Own the customer lifecycle from onboarding to renewals
Provide stability and performance improvement insights about our customers’ mobile app to drive recommendations that will directly increase revenue and user engagement
Demonstrate implementation strategies for integrating new features and releases
Manage the overall relationship and strategic direction with the customer - includes interactions with the CTO, VP of Engineering, DevOps Team, Product Team and individual mobile engineers
Ensure that our customers are leveraging the solution effectively and demonstrate ways in which our product creates value by being an Embrace expert
Manage communication between our customers and internal teams to resolve technical issues
2 - 5 years of experience owning and managing accounts with proven track record of retention
Demonstrate self-directed ability to manage simultaneous, complex engagements with minimal supervision by implementing processes and directives
Excellent written and verbal communication skills with high emotional intelligence
Ability to travel up to 20%
Ability and comfort while talking pricing and upsells
Excited to work in an ever-evolving and fluid solution-oriented environment
Technical aptitude, interest, or background (CS, math, sciences, etc.)
High competency and low ego - you have a passion for helping people both inside and outside of your company
Perspective - seeking to understand others’ perspectives
Investing - investing in discovering value, unprompted
Honesty - delivering brutal honesty kindly
Simplest - finding the simplest solutions by focusing on outcomes
Ownership - empowering yourself and others through solutions, not answers
Dark Humor - finding levity together, even when tackling hard problems
Why join Embrace?
Embrace is growing and recently raised a Series B backed by YCombinator, NEA, Greycroft, and the founders of Testflight, Parse, and PagerDuty. The repeat founding team also started Scopely, a $3B+ unicorn mobile startup. Enterprises, revolutionaries, and vendors rely on the Embrace Data Platform to capture 100% of user-behavioral and technical time-based session data rather than relying on sampling. The engineering, data science, UX, and product teams at NYTimes, Hyatt, and Owlet are driving their businesses with Embrace.
The on target earnings for this role range from $110K to $150K per annum. In addition to cash compensation, we offer equity in the form of options, a variety of benefits, and the opportunity to grow in an exciting and collaborative environment.
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