Customer Success Manager

Over the past few years, Slite has solidified itself as one of the key players in the knowledge base space. We are praised for our ease of use, attention to detail, and stellar customer experience.

Early in 2023, we were the first to launch Ask, our AI assistant that instantly helps you retrieve the answers you need. To further expand this success, we're planning to launch a second product very soon. One that not only helps you get the answers from your knowledge base but also from all of your team's knowledge, scattered across various tools.

In this exciting phase, Slite is seeking an exceptional individual contributor to join our team as a Customer Success Manager.

The role is fully remote within Europe, helping us stay connected and reduce our CO2 footprint.

What's my mission?

As Customer Success Manager you are working with our customer base to help them get the most out of Slite. You have a central role in the company and own the entire post-sales lifecycle. Your day to day focus will be on onboarding, enablement, risk mitigation, renewals and expansion.

But the most exciting part, you will 100% own your role and can shape it in a way that you see fit.

The foundations for Customer Success are in place, we have positive net retention, and -we're a bit biased here- we have the best customers. This unique opportunity allows you to shape the future of Slite and have a significant impact on our product(s) and our success. It's perfect for a person who loves to build and thrives in a start-up environment.

Unique challenge and opportunity

This role is ideal for someone who is comfortable working independently as the sole Customer Success Manager in the company. While you’ll be the only CSM, you won’t be working in isolation. You’ll collaborate closely with the product team to provide customer insights and help shape features, ensuring Slite continues to evolve in line with user needs. You’ll also work cross-functionally with other team members to ensure the success and satisfaction of our customers. If you’re someone who thrives in an environment where you can take full ownership and build from the ground up, this role is for you.

In this role, your responsibilities will include:

• Running personalized onboardings for our key customers.

• Building and maintaining relationships with our key customers, and acting as a strategic consultant for them.

• Acting as the voice of the customer internally, bringing ideas and feedback to our strategic planning sessions.

• Working on enablement at scale for our customer base by running webinars, creating and maintaining resources, and consulting on in-app education.

• Proactively mitigating risk for our key customers by acting on triggers from our CSP.

• Owning the renewal and contract modification process for our key customers.

• Actively contributing to our NRR goals by identifying growth opportunities and creating tailored strategies for key customers.

What do I need?

• You have an entrepreneurial mindset and are at ease in a very fast-paced and rapidly changing environment.

• You have 3+ years of experience as a CSM working with MM and SMB companies.

• Your communication skills in written and spoken English are exceptional.

• You have a strong ability to quickly learn and adapt to change.

• You are a self-starter who loves to experiment and try new approaches.

• You have an eye for detail (and maybe even an interest in design).

• You're creative, resourceful, autonomous, pragmatic, goal-oriented, and organized.

BONUS

• You have experience driving more commercial conversations.

• You're proficient in one or more additional European languages.

• You have experience with building health scores or triggers in a customer success platform.