Customer Success Manager - US Based

Customer Success Manager
Our mission is to make systems work together so supply chain professionals can do their jobs

*This is an applicant pool for ongoing consideration as positions become available.  There may not be a current opening at the time you apply.

Your Role at Chain.io

At Chain.io our people come first, ALWAYS! As a remote-first company we pride ourselves on our inclusive culture and out-of-the-box thinking. We encourage all of our employees to bring their expertise, innovation, creativity, and fresh eyes to every aspect of their role. As a member of the team you will be challenged to do better, heard on all levels, and respected as a part of our community.

As a Customer Success Manager, you will be responsible for managing the relationship between Chain.io and our customers, starting with when they express interest and continuing through the successful deployment of solutions and expansion opportunities. In order to be successful, a CSM at Chain.io should be able to quickly make decisions to address customer needs, represent our customers with internal stakeholders, and provide best in class customer service as the face of Chain.io with external stakeholders.

The Customer Success Manager will be expected to improve our net revenue retention (NRR) and customer satisfaction metrics while also reducing the overall time and effort it takes for our customers to learn Chain.io and expand their usage.

Responsibilities 

Customer Experience 

• Provide customers with excellent experiences from pre-sales through onboarding and deployment
• Mature and expand customer relationships and product usage
• Coordinate Kickoff calls, Status Meetings (internal and external) Quarterly Business Reviews
• Educate customers on product features and benefits
• Serve as a daily point of contact for customers
• Measurements:  Customer Feedback, Net Promoter Score, Account expansion  

Organization and Project Management 

• Utilize project management tools for external/internal dashboard creation
• Implement change management process as needed, related to integration scope
• Identifying customer prioritizations and communicate to product, development and professional services team accordingly 
• Provide dashboards and metrics for customer and leadership review
• Pinpoint testing scenarios and UAT planning with customers
• Ensure integration documentation is organized
• Measurements: Successful, on-time go lives with minimal defects

Collaboration 

• Communicate with Sales and Finance teams regarding any commercial/budget priorities 
• Support Sales to expand accounts by identifying growth opportunities
• Effectively communicate your insights, product improvements and plans to cross-functional team members and management
• Measurements: Positive cross-functional feedback from internal stakeholders, growth of customer base

Logistics, Distribution and Transportation Business Process Expertise

• Evaluate customer business processes, anticipating requirements, and identifying risks

What You Bring To The Team

• 5+ years in Customer facing or account management role
• Demonstrated technical and logistics business knowledge
• Ability to influence 3rd party relationships and drive to important deadlines
• Excellent project management, organization and documentation skills
• Exceptional analytical and conceptual thinking skills
• Strong collaboration skills cross functionally
• A growth mindset with the ability to adjust quickly in a fast-paced environment
• Technical experience and skills a plus, including familiarity with a wide variety of data file types such as XML, JSON and EDI

*Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time.

Awesome Perks 

U.S. Benefits

• Medical Insurance - we pay 70% of the premium for employees & 30% for dependents
• Dental Insurance
• Flexible Spending Account & Health Reimbursement Account
• Employer paid Vision, Life, AD&D, LTD, & STD
• 401k Pre-Tax & Roth Retirement Plans - we contribute 3% pre-tax whether you contribute or not
• Flexible Time Off 
• Stock options assigned for all new employees
• 12 weeks of paid Parental Leave & 6 weeks of paid leave for pregnancy loss
• Remote first organization - flexible work schedule. We care about outcomes, more than how many hours you work.
• VERY inclusive culture - we really want you to express your authentic self
• Strongly encourage professional development - we’ll help you foot the bill

Compensation

The anticipated annual salary range for this position is $100,000 USD.
Actual compensation is based on a range of factors including the candidate's skill set, experience, education, certifications, and training.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

For U.S. candidates, Chain.io participates in E-Verify.
E-Verify Participation Poster
Right To Work Poster