Customer Success Manager - Scaled

We are obsessed with the hero's journey at JobNimbus. Every person has a hero's journey. Hermione Granger, James T. Kirk, Frodo Baggins, Anna & Elsa, Nacho Libre, and even YOU! This is our “call to adventure” to come check out JobNimbus. What do you have to lose? You might make a few new friends, learn about a sick new company doing some amazing things, and maybe you’ll even land a new job!

Mission:

Account Managers are coaches. Ensuring that each customer realizes the maximum value of their hero's journey with JobNimbus. Account Managers understand the customer’s buying reasons as the foundation for driving value in each case. Validating product adoption and usage with the goal of helping customers achieve their business goals. 

What you’ll be doing:

• Manage customer relationships as a pooled model customer success team to support the success of our SMB business segment.
• You will own a large customer base of our customers and manage them as a collaborative team, providing value by driving product adoption and logo retention at scale.
• Encourage adoption of new product features as they are released using scaled outreach and coaching.
• Proactively identify customers who aren’t maximizing JobNimbus and engage with them to drive adoption and expansion.
• Maintain shared ownership of your customers from first contact to cancellation, and coordinate action plans when customers need cross-departmental support.
• Drive business and revenue growth by partnering with the expansion sales team and other ancillary services to support the overall success of our customers.

What makes you the hero for this job:

• 2+ years of Customer Success, Implementation, Onboarding, Training, or other relevant SaaS experience in a fast growing company.
• Strong understanding of the scaled Customer Success approach and how to deploy those at scale through 1-to-1 and mass communication efforts.
• Experience managing a large volume of accounts.
• A passion for driving product adoption using change management strategies both 1-to-1 and at scale.
• You’re highly adaptable in a fast paced environment and comfortable with testing, learning, and changing to meet our customer’s needs.
• Excellent organizational skills, with demonstrated follow through.
• Great communicator, setting expectations and managing tasks to completion.
• Ability to connect with business owners and contractors that are using our platform.
• Proven experience solving problems and providing solutions, while helping teach complex concepts in a way that is easy to understand.
• Motivated by Gross Logo Retention and Net Revenue Retention, this is what helps you grow and retain your customer base and achieve your variable compensation targets.
• Willing to run online workshops, and the ability/willingness to create video or asynchronous content.
• Ability to drive forward new initiatives and projects.
• Extreme ownership and the ability to operate in ambiguous situations is a must-have skill for this position.
• This role is required to be in the Utah headquarters 5 days per week.

Superpowers:

Team Commitment. You know that moment in the Hunger Games where Katnis Everdeen shoots President Coin instead of President Snow and everyone’s head exploded? That is because she knew what was best for Panem and she was so committed she made the larger, harder decision. That is the level of commitment we need. Minus the killing of course! 

Ownership. We need someone who embodies this value and can figure things out and move quickly. If you need direction and someone to hold your hand, this job is not for you.

Mentor (Hit us up to get more information)

Nick Cook - Specialist in hiring amazing people, lover of all things outdoors, computer nerd, and lead substitute on his friends hockey team.