Customer Success Manager, SMB

Iterable

  • Location
    • San Francisco
  • Date Posted
  • 25 Jan 2021
  • Function
  • Technical & Customer Support
  • Sector
  • Business Applications

Iterable is the growth marketing platform that enables brands to create, execute, and optimize campaigns to power world-class customer engagement across email, push, SMS, in-app and more with unparalleled data flexibility. We are an integrated, cross-channel solution—Iterable is built for marketers, trusted by engineers, and designed with intelligence. We know this space well: our product team built the growth systems that powered Twitter’s early success. We've raised a $60M Series D from top-tier investors like Index Ventures and CRV, and hundreds of companies like Zillow, SeatGeek, and Box rely on us to captivate their many millions of users.

Iterable's momentum grows daily and there has never been a more exciting time to join the team! We've been recognized as one of the Best Places to Work - SF for the past three years and we have also made Best Places to Work - Denver for 2020. In addition, Wealthfront listed us on their 2020 Career Launching Companies List and we’ve earned ourselves a top 20 spot among the SaaS 100. We have a nationwide presence with offices in San Francisco, New York, and Denver, plus our first international office in London. Our values are Trust, Growth Mindset, Humility, and Balance, and you can learn more about how we live our values as we scale on Our Culture page or more about our history on our About Us page.

How you will make an impact:

As a member of Iterable’s Customer Success team, you will be responsible for customer relationships and will be tasked with making sure they are happy and getting as much value as possible from the product. You will build relationships with stakeholders across the company with the goal of expanding the use of Iterable as appropriate. This is a key position for the company. We have had very few customer losses and we intend to keep it that way. Keeping customers happy and productive is core to our mission.

In addition, as a member of the Customer Success team, you will relay product feedback from our most important clients back to the engineering team. You will also QA new features and generate new support documents.

One of our core values is growth mindset and Iterable is a company where everyone can grow. If this is a role that excites you, please apply as we value applicants for the skills they bring beyond a job description.

In this role you’ll get to:

  • Take on customer relationships from Sales once a customer partners with Iterable
  • Understand how customers are using the product and find ways for them to use it more effectively and increase ROI
  • Lead regularly scheduled strategic cadence meetings to monitor and improve client satisfaction
  • Serve as the voice of the customer to prioritize feature requests and platform improvements during product discussions
  • Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
  • Maintain a trusted advisor relationship with each assigned client

We are looking for people who have:

  • Previous experience in a customer facing role with a SaaS organization
  • Understanding of, and interest in, Customer Success as a career
  • Ability to understand technical concepts and problem solve
  • Desire to teach customers about the platform
  • Passion for startups, software, and SaaS products
  • Some experience in sales or negotiation

Bonus points:

  • Experience with email marketing, push, or SMS software
  • Familiarity with technologies like APIs, HTML, CSS, and Javascript

Perks & Benefits:

  • Paid parental leave
  • Competitive salaries, meaningful equity, & 401(k) plan
  • Medical, dental, vision, & life insurance
  • Flexible PTO
  • Daily lunch allowance
  • Monthly Employee Wellness allowance
  • Quarterly Professional Development allowance
  • Pre-tax commuter benefits
  • Complete laptop workstation

Iterable is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Iterable does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Iterable also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Iterable will also consider for employment qualified applicants with arrest and conviction records.