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Customer Success Manager


2 months ago

Job type: Full-time

Remote (North America Only)

Hiring from: North America Only

Category: Customer Service

At Donut we are on a mission to create more trusting, collaborative, and successful work relationships. We believe genuine relationships are the key to being engaged, happy, and successful at work.
Donut came together over a shared passion to help people connect, and the insight that strong relationships at work are the bedrock of a successful team. Employees who feel socially connected to their coworkers express greater individual purpose and fulfillment, less workplace loneliness and isolation, and improved performance and productivity. We are building a company that embodies those ideals while instilling them in others.
Our customer team is a small but mighty trio supporting a fast-growing base of 12,000+ teams with big revenue goals.
We’re looking for an experienced customer success manager to build and own meaningful relationships with our enterprise customers. Donut’s mission is to create connections that build authentic relationships, which in turn creates collaboration and camaraderie — and we’ll be relying on you to live that mission when it comes to managing enterprise accounts. You’ll be equal parts teacher, trusted advocate, and product expert to help customers build connected and productive teams.
As our first dedicated customer success manager, you’ll also play a key role in developing both strategy and processes for customer success operations.
What You'll Do
    • Bring a unique vision for how customer success should operate at Donut, and execute on that plan
    • Be a first point of contact for enterprise customers after contracts close, assisting with account setup, customer onboarding, and implementation
    • Establish a proactive, ongoing relationship-building strategy that you'll execute with customers, including QBRs
    • Monitor health metrics for accounts, and troubleshoot when necessary
    • Play a key role in negotiating and winning renewals
    • Collaborate with our product team to advocate for customer needs and requests, and our marketing team to produce collateral for implementation and/or renewal processes
About You - Musts
    • 5+ years of experience in a customer facing role, including at least 2 years of experience as a customer success manager working with organizations of 500+ employees
    • Experience with B2B SaaS and using Slack in a professional setting
    • Proven track record of owning relationships and managing a book of business, including negotiating renewals
    • Is curious and creative - We love our customers, and know you will too! The ability to ask good questions, be empathetic, and search for innovative solutions are important to us.
    • Hours: This is a remote-friendly position, but you must be able to regularly take meetings between 10am-6pm ET.
About You - Bonuses
    • Have been a CSM at 2 or more companies
    • Experience working with freemium or self-serve B2B SaaS products
    • Knowledge of Intercom and/or Hubspot
Donut has made millions of connections and is used by over 12,000 companies. Donut is venture-backed, and is proud to include Slack as an investor:
Donut is an equal-opportunity employer and we value diversity, equity, and inclusion at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place: North America Only.

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