Customer Success Manager

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BigSpring AI builds field force proficiency for measurable revenue growth.

BigSpring AI builds field force proficiency for revenue growth. Think of revenue as the “game scoreboard”, and BigSpring AI as the practice engine for people to get ready for the game. Google, Pfizer, SAP, Cisco, HSBC, Tata, Liberty Global use BigSpring AI across their ecosystem of sales teams and partners. Customers have seen 2x sales productivity, 215% uplift in upsell, 9x faster time to market, and more. John Chambers, Adam Grant, Stewart Butterfield, Marty Nestbitt (chair of the Obama Foundation), Claire Hughes Johnson (COO of Stripe), Mark Templeton (President & CEO of Citrix) are investors/advisors.

About the role

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.

Responsibilities

  • 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.

Requirements

  • 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.

Why BigSpring

  • Be part of an innovation-driven, high-growth company on a mission to improve people's lives
  • Competitive compensation package with equity
  • Flexible location and work-from-home
  • Medical, vision, and dental coverage
  • Flexible vacation and PTO
  • Female Founder/CEO
  • Supportive, highly collaborative team environment

Please send your resume to recruitment@bigspring.ai.