Customer Success US · Boston, Massachusetts, United States
Customer Success Manager, Boston
As a Customer Success Manager at Funnel, you will own a portfolio of mid-market level customers and work to become their trusted advisor as you enable them to handle, analyze and optimize their data. If you love to solve advanced data use cases, consult existing customers on how to optimize their tools, and want to be part of a fast-growing scale-up – this is the chance for you!
Responsibilities
To be successful as Customer Success Manager at Funnel you need to be passionate about understanding your customers’ business, the value they expect from our tool, and the route to successfully creating a world-class business-ready data setup. You will develop and maintain a solid understanding of the Funnel platform and be heavily involved in the entire customer lifecycle.
Day-to-day responsibilities include:
Develop and maintain a strong, productive relationship with Funnel’s customers in your book of business
Own the end-to-end success of your customers with Funnel, collaborating closely with colleagues in the account team for customer onboarding, revenue retention, growth, and adoption
Work to understand your customers’ business, goals, needs and opportunities with Funnel
Generate Customer Success-qualified leads for Partner or Account Managers
Identify churn risks early and work closely with account team colleagues to mitigate these
Serve as the customer's trusted advisor and product expert, hosting training sessions as required to support ongoing customer education and new use cases for Funnel
Contribute to our team development by being a strong team player and sharing knowledge and best practices from your individual experiences
Skills and experience
3-5+ years of experience holding a Customer Success title for a software solution.
Relationship builder - you have proven experience managing customer relationships, seeking to understand their needs and working with them to realize product value, translating to account growth
Problem solver - you not only help to solve immediate problems but also strive to help the customer long-term, with clear explanations of recommended solutions
Technical aptitude - you are data-driven and have good technical capabilities
Analytical - you actively listen to internal and external stakeholders and feel comfortable digging deeper into data to generate answers and insights
Strong communicator (written & verbal) - you are able to create rapport with customers and colleagues quickly and can communicate objectives and needs clearly
Effective time manager - you are comfortable with change and ambiguity and can switch contexts and restructure priorities with ease in a dynamic environment
Team player - you are a self-motivated, dedicated teammate with a growth mindset and collaborative work approach focused on team success
Thirst for knowledge - whilst Funnel will support your learning and development, you are expected to have a passion for your own continuous improvement, driving your personal training needs and utilizing internal and external resources to help with this
Nice to have:
Boston, Massachusetts, United States
About Funnel
Funnel is a SaaS product designed to help marketing teams own their performance. Founded in 2014 in Stockholm, and still founder-led, the Funnel team has grown with our customers – serving more than 2,000 companies from our Stockholm, Boston, Dublin, Hamburg and Sydney offices. We value increased in-person collaboration, and as such, we work a minimum of four days a week from our offices.
We have always put the customer first, expressed in a no-commission sales model and a customer-centric development approach. We are proud to help companies such as Havas Media, Adidas, Sony, and Home Depot to unlock the true impact of their data.
Founded in 2014
Co-workers 300+
Customer Success US · Boston, Massachusetts, United States
Customer Success Manager, Boston
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