Customer Success Manager, SMB

At Splash we believe that nothing is more powerful than human connection. With that our goal is to bring people together at events in a meaningful way and how we communicate to potential attendees sits at its core.

What we’re looking for 🔎

As a SMB Customer Success Manager, you will be a point of contact to our customers' in-person and virtual marketing initiatives and will use tools to oversee Splash adoption, ongoing engagement and renewal initiatives within a SMB focused  book of business. You will take a scaled management approach at understanding our customers' marketing goals, how to measure event ROI, and you will collaborate across multiple departments. The position is a lower touch, higher volume customer facing role managing 75+ customers, and is one that is rewarding and ever evolving. This role involves working closely with the CX Strategy and Operations team in creating a foundation for this segment’s success. You will love this job if you are a natural relationship and business builder, with a keen sense of detail and passion for optimization.  SMB CSMs will run targeted success programs, and the ideal CSM will enjoy building processes and playbooks, then executing them with customers.

In this role, you’ll get to…

• Manage a high volume, low ARR book of accounts to drive renewals, overall account health via targeted engagements with regards to product usage, optimization, education, adoption, and customer satisfaction

• Help scope, build, and deliver ongoing product adoption and user advocacy engagements to a book of customers. Liaise with Customer Experience teams to understand key drivers of health and opportunities to improve optimization and engagement

• Knows and applies the fundamental concepts and practices of proactively managing customers

• When clients ask questions, understands the drivers behind those questions and can offer insights beyond the direct questions

• Can handle client objections and navigate challenging conversation with some support from manager

Qualifications:

• 3+ years experience in a client-facing role, ideally customer success, account management, or sales experience, preferably working with a technical product

• Experience in a quota-carrying role and/or contract renewal responsibility preferred

• Strong communication skills

• Ability to think strategically and act tactically

• Business acumen, sound decision making, analytical, and organizational skills in a fast paced environment; a consultative approach to managing complex customer relationships

• Negotiation abilities

• Ability to prioritize multiple responsibilities, balancing customer deliverables on multiple projects as well as internal obligations

• Motivation and flexibility to work well in a high-growth environment where things change quickly

• Expertise with Google Docs, Microsoft Office, Salesforce, Customer Success Platform, and relevant software programs in your field

• Bonus points for coaching or volunteer experience - we love team players

What we offer and other fun stuff!

We’re taking a new and improved approach to compensation and the way we #takecare of our Splashers. An approach that makes a lot more sense in this remote world we live in and looking toward the future of work. You can read more here. In a nutshell, we offer…

• 💰 Competitive base salary and stock options. Our success is your success 📈

• 💻  Brand new MacBook Pro and monthly stipend for work-from-home expenses.

• 🏥  Great healthcare benefits, with paid coverage for you and your family

• 🌴  Plenty of vacation days, with Splash-specific days off and 2 extra Mental Escape (M.E.) days per month to unplug from work

•  🗺  Remote first organization

• A bunch of other great perks/benefits that would make this description too long if we included it 😉

It doesn’t stop there! Although we’re a remote company, we understand the importance of in-person connection. 🛫 We have a yearly company offsite (pending it being safe health-wise) and fun virtual events with the rest of your team and the company (IRL too when it’s safe!).

What’s next?

If you’re interested in joining the team, apply below and you can expect to hear from us soon 🙂  Please give us at least 2 weeks to get back to you. We promise we’re not ignoring you, playing Pokemon all day, or listening to the new J. Cole album on repeat (even though it’s 💯 ). It just takes a little TLC to go through all the applications and see if there’s a possible fit for you here.

When we find the right person, we try to put our best foot forward with an offer that excites you. We consider what you are looking for, the skills and experience you bring, what similar jobs pay and make sure there’s fair pay among those you’ll be working with. The base compensation amount for this role is targeted at $58,500 - $75,000 USD. In addition to your cash compensation, every full-time employee will be able to participate in our employee equity program. Final offer amounts are determined by multiple factors including your experience and expertise and may vary from the amounts listed above. What we can’t quantify for you are all the exciting challenges, supportive team, and amazing culture we enjoy. Please click here to gain invaluable insights from our Splash Culture Book.

At Splash, we believe that big ideas and great communities come from a team that celebrates diversity of all kinds. We are committed to being an equal opportunity workplace and encourage people from all backgrounds to apply. 

*We collect personal information (PI) from you in connection with your application for employment with Splash, including the following categories of PI: identifiers, 8 personal records, 9 commercial information, 10 professional or employment information, 11 non-public education records 12 and inferences drawn from your PI. 1314 We collect your PI for our purposes, including performing services and operations related to your potential employment. For additional details or if you have questions, contact us at [privacy@Splash.com].