BigSpring is looking for a Customer Success Manager with a proven track record at early stage startups. Our Customer Success team advises and guides a wide variety of customers – usually large enterprises – ensuring they use BigSpring successfully, adopt it widely and are continually deriving value from BigSpring, such that renewals are a non-event. Our CSMs work closely with customers to discover their business needs and challenges and then coach and enable them on the best ways to use BigSpring to solve them.

Working closely with the Sales team, our CSMs also identify new use cases for BigSpring, while mapping and navigating sometimes complex customer organizations to ensure we build relationships with the appropriate stakeholders to gain buy-in. Our CSMs are also the conduit for user feedback and collaborate with the product team on prioritizing the product roadmap.

This role is part consultant, coach, project manager, data analyst and product expert.

Location: United States, remote. Preferably in the San Francisco Bay Area, but not a must.

• Approach every customer with a metrics and outcomes based mindset.
• Serve as the primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution.
• Build trust with customer stakeholders and ensure decision makers are informed on progress and successes
• Partner with the BigSpring Sales team to help drive growth, retention and expansion at the customer.
• Partner closely with other cross-functional team members to translate business needs and product requirements into improvements and new solutions for customers.
• Continually adapt customer success best practices to refine them over time.
• Help win customer references and create case studies.

• 6+ years of work experience
• Startup hustle & experience working for a SaaS tech startup (a must)
• Relevant work experience in a customer-facing customer success, account management or strategic consulting organization.
• Proven track record of high customer retention, renewal, and growth in a SaaS context
• Experience driving product adoption within large enterprise population
• Problem solver and strategic thinker, using data
• Self-motivated, proactive team player with innovative ideas to inspire customer engagement and adoption.
• Strong interpersonal skills and experience building strong relationships. Experience working across cultures and timezones preferred.
• Diplomacy, tact and poise under pressure when working through customer issues and with high uncertainty.

We're an innovation-driven, high-growth company backed by industry visionaries, on a mission to reshape how organizations execute their strategies. This isn't just another job; it's an opportunity to be a builder. Here’s what that means for you:

• Solve real problems and deliver results
  Your work will directly solve customer problems, closing the execution gap for the world's leading companies. We are a team that is pragmatic, resourceful, and never stops short of results.
• Own your path and use your voice
  You'll have direct access to experienced leaders and the autonomy to influence our trajectory. We believe in the obligation to engage and dissent, giving you a real voice in the work you do.

• Join a culture of empathy and action
  We are a team that prioritizes empathy for people and tangible results over bureaucracy. Led by a female Founder/CEO, we expect every team member to show up with grit and focus to achieve our long-term goals.

• Receive concrete rewards & flexibility
  We offer a competitive compensation package with equity, comprehensive medical, dental, and vision coverage, flexible vacation and PTO, and the freedom of a flexible location with work-from-home options.