Scale Customer Success Manager

Job Description

Salary: $65,000 - $75,000 per year

We are looking for a Scale Customer Success Manager to join our talented, dynamic, and rapidly growing global team. The position is based out of our New York City office located near Bryant Park in Midtown Manhattan, and we have an in-office requirement of 2 days per week for local employees. Fully remote U.S. candidates who can work eastern time zone hours are also welcomed!

Company Description

OpenAsset is the only Digital Asset Management solution built for the Architecture, Construction and Engineering industries. We have over 900 clients and 20 years of experience delivering value. Our vision is to inspire people through visualization of the built world.

We are a diverse group of hard-working and entrepreneurial people dedicated to solving complex challenges, working hard on meaningful projects, and celebrating our successes. We are looking for extraordinary people to join our industry-leading and incredibly talented team! Our inspirational and fun working environment, innovation-driven, fast-growing company, and ambitious projects are just a few reasons why you will love working here.

As a company we are passionate about ensuring that diversity and inclusion are championed, and that everybody has a seat at the table. We promote a culture where everyone feels valued, and we have adopted policies to ensure we hire from a diverse pool of candidates.

OpenAsset employs 85 people and is growing rapidly. OpenAsset has partnered with Marlin Equity Partners, an $8bn private equity fund, to help the business scale its sales, technical and management capacity to meet accelerating demand for its B2B SaaS product.

Scale Customer Success Manager Role Description

OpenAsset is growing its Customer Success Team and we are looking for an experienced Scale Customer Success Manager to join us! Joining our Scaled CS Team, you’ll contribute to our mission of delighting our customers while ensuring they are seeing value and ROI in their investment with OpenAsset. You’ll own the portfolio of “scaled customers,” managing a higher volume of customers using a data-driven approach to support customers with timely and relevant resources throughout their journey. The ideal candidate would have B2B SaaS experience working on a Scaled CSM or 1:Many team. If you’re dedicated and ambitious, OpenAsset is an excellent place to continue growing your career.

Scale Customer Success Manager Responsibilities

Understand the entire customer experience, putting customers’ needs first and helping us evolve digital engagement strategies across the customer journey as needed

Become an OpenAsset product expert and use this knowledge to highlight features and best practices that can be delivered through a variety of 1:Many engagement programs

Engage 1:1 with customers as needed at critical points in the life cycle, engaging proactively based on risk signals triggered by a multi-dimensional health model

Own and ensure retention of recurring client revenue and partner closely with our Account Management team to identify and drive new revenue growth

Collaborate internally across departments (Product, Marketing, CS) to advocate for clients

Host meetings with customers to address adoption issues and drive value

Host product walkthroughs, team trainings, and account optimization meetings with customers based on their needs

Monitor overall customer usage data, health indicators, and renewal dates to inform segment-specific success programs

Build and nurture relationships across our customer base to cement our commitment to customers

Quickly identify risks to long-term customer retention and employ strategies to remove roadblocks and deliver success

Scale Customer Success Manager Skills and Experience

2+ years in a client-facing role managing high volume of clients

Experience in B2B environment working with a technical product

Experience with 1:Many outreach programs for Scaled Customer Success Teams

Proactive mindset with excellent organizational and time management skills

Ability to think critically and problem solve in fast changing environments

Strong communication skills and engagement with C level and executive stakeholders

Act as an escalation point for risk mitigation or objection handling

Experience working as part of an implementation team is a plus!

Technologies we use

Catalyst

Salesforce

Zendesk

Slack

G-Suite

Gong

Calendly

Benefits

Competitive salary

Medical / Dental / Vision coverage

Commuter benefits

401k

20 days paid time off per year + federal holidays (UK style!)

5 paid sick days

Paid parental leave

A fun office with casual dress code and open fridge (free fruit, soda & other beverages)

Career growth and development opportunities

This position is not eligible for visa sponsorship.

Axomic is an Equal Opportunity Employer. We base our employment decisions entirely on business needs, job requirements, and qualifications—we do not discriminate based on race, gender, religion, health, parental status, personal beliefs, veteran status, age, or any other status. We have zero tolerance for any kind of discrimination, and we are looking for candidates who share those values. Applications from women and members of underrepresented minority groups are welcomed.