Customer Success Manager

Job Title: Customer Success Manager 

Location: Guadalajara 

THE OPPORTUNITY:

While we’re proud of our history, we’re even more excited about the future. We want to create a world-class culture and company that attracts, develops, engages and retains elite talent.

At Salesloft, our Customer Success Manager will be pivotal to our company’s success. You will be a key member of our fast-growing and high-performing Customer Success Organization acting as the go-to resource for our valued customers.

On a day-to-day basis, you will be responsible for ensuring successful product adoption and retention of key customers in the business. Specifically, you will:

• Effectively manage immediate escalations alongside long-term project plans.
• Organize workload and daily/weekly responsibilities in accordance with customer data points and situational context.
• Align with account teams to prioritize actions within your book of business.
• Pair pre-built resources with bespoke next steps that are relevant to the customer and their business objectives.
• Leverage tools to evaluate customer utilization patterns and provide relevant next-step recommendations.
• Share foundational sales engagement insights and best practices with an emphasis on how to execute those practices using Salesloft.
• Leverage and tailor scaled success plans Proactively reach out to customers to offer data-driven recommendations on best practices to help them increase their ROI with SalesLoft. 
• Leverage scaled touchpoints to drive ROI across your entire customer base as well as take a more consultative approach to a subset of your highest ARR accounts.
• Lead business reviews  with key stakeholders (including C-Level) and deliver detailed success plans to help customers reach their business objectives and monitor progress.

In addition to working with amazing colleagues who exemplify our ‘team over self’ core value, you will also have the opportunity to build long-term, trusted relationships with key executives and influencers with a subset of your customers.  You will own, drive, and affect change for your customers by having an obsessive focus on their outcomes. Daily you’ll focus on driving customer adoption through strategy calls and customized business reviews at the executive level.  The goal is to be the ultimate storyteller in showcasing the compelling impact on your customers' business made possible by their use of Salesloft. Remember, you are the quarterback of the customer experience and you will have an opportunity to make a difference. 

WHAT WE’RE LOOKING FOR:

We are seeking an experienced customer-facing professional who will engage, retain, and drive our customers' understanding of Salesloft product offerings working strategically with sales, cs, and leadership (both internally and with the customer). You will be measured on the retention, expansion, activities like business reviews and success plans, and the happiness index of a book of business (Salesloft’s customers). 

If you’re looking for an opportunity to learn more, do more, and become more, then becoming a Customer Success Manager is the career path for you!

THE TEAM:

Our Salesloft’s team is comprised of seasoned and up-and-coming Customer Success professionals who are all aligned on one vision and mission:

• Vision: Every seller is loved by the buyers they serve (#saleslove)
• Mission: Equip companies to maximize revenue by creating a fantastic buying experience

The Customer Success team consists of 30 some team members who develop and maintain a deep understanding of the customer’s business drives, goals, and steer activities to align with these initiatives. They act as a liaison between internal teams to ensure customer needs are being met, partner with sales to define and achieve customers’ success criteria, and demonstrate ROI and ensure customers renew the Salesloft Product Suite.  We strive to ensure customer satisfaction through inspiring, educating/training, driving adoption, managing stakeholders, and influencing the customer.

The team is also the epitome of our core values and every day they… Lead with humility and respect, Earn customer trust, Put team over self, Redefine what’s possible and Deliver big results. 

THE SKILL SET:

• 2+ years of experience in a Customer Success role
• 1+ years of experience using the Salesforce CRM. Must have an intermediate to expert knowledge of Salesforce CRM components such as leads, activities, contacts, opportunities, and reporting. (Salesforce Admin Certification is a plus!) 
• Previous experience in a SaaS/Technology company or fast-growing start-up preferred. 
• Superb listening skills and the proven ability to dig deeper to uncover the customer’s true objectives
• High level of empathy - it’s important for our CSMs to be a good person to peers and customers
• You are a clear, confident, and compelling communicator — in writing, in conversation, and in front of an audience
• You are extremely perceptive and highly emotionally intelligent, making you agile in adapting your executive presence and approach to any audience and personality
• You are an expert project manager who ruthlessly prioritizes, manages stakeholder expectations, and ensures all key objectives and timelines are met
• You are resourceful, scrappy, and creative — if a playbook doesn't exist yet, you go figure it out and build it for the whole team to use
• You are confident in technical conversations — hearing “API” doesn't make you run and hide

WITHIN ONE MONTH, YOU’LL:

• Attend Salesloft’s New Hire Orientation, where you will learn our Salesloft story and understand what makes our “Lofters” unique 
• Join our 3-week Sales Bootcamp, where you will learn our software and all the skills necessary to set you up for success, allowing you to make an impact in the market quickly
• Begin 1:1’s with your manager, understand your 30-60-90 day plan, meet & shadow current members of the Salesloft team, and delve into your territory 
• Set your OKRs (Objectives and Key Results) with your manager and develop an action plan to achieve them
• Meet key partners in Renewals, Sales,  Support,  Finance, Marketing, Executives, etc. - they will be key relationships for you throughout your deal cycle
• Become demo certified

WITHIN THREE MONTHS, YOU’LL:

• Begin working with customers
• Be Salesloft admin-certified
• Be enrolled in our Salesloft PM certification program
• Be a product expert and feel comfortable walking a customer through all aspects of the Salesloft platform
• Have proficiency in both the Salesloft product capabilities as well as modern sales engagement best practices

WITHIN SIX MONTHS, YOU’LL:

• Be running with your customer success plans and business reviews to encourage adoption & process optimization
• Be able to show quantifiable ROI to customers in the form of success stories
• Have a greater ability to understand deep technical aspects of a product and educate customers and peers using simplified explanations

WITHIN TWELVE MONTHS, YOU’LL:

• Set an example for new CSMs, and assist in training, onboarding, and motivating new Lofters
• Be a proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance
• Have a thorough understanding of the challenges an organization faces when implementing a new technology and how to help them manage change

WHY YOU’LL LOVE SALESLOFT:

At Salesloft, we're not just a company, we're a community built on shared values.

• Lead With Humility and Respect
• Earn Customer Trust
• Put Team Over Self
• Redefine What’s Possible
• Deliver Big Results

Salesloft delivers a performance force multiplier for the world’s most demanding companies. Salesloft’s Revenue Orchestration Platform, delivering the first AI-powered durable revenue engagement model, keeps market-facing teams on top of all buyer signals, with outcomes-driven prioritization so they always act first on what matters most. Thousands of the world’s most successful sales teams, like those at Google, 3M, IBM, Shopify, Square, and Cisco, drive more revenue with Salesloft.

In addition to our stand-out organizational health:

• 2024 Best Places to Work Certified for a fourth consecutive year
• Leader in The Forrester Wave™: Revenue Orchestration Platforms for B2B, Q3 2024
• G2 Enterprise Sales Engagement Leader 15 consecutive quarters
• Recognized by Gartner Peer Insights as a Customer’s Choice in 2023 Voice of the Customer for Sales Engagement Applications
• G2 recently ranked us #1 in Enterprise Sales Engagement and we were named a leader in the 2022 Forrester Wave for Sales Engagement.  We received the highest possible score in 26 out of 30 criteria, more than any other vendor evaluated in our category. 

We’re redefining an age-old industry. This is challenging work – but our team of driven innovators makes the journey thrilling. We’re fast-paced, cutting-edge, and collaborative. We pursue excellence in everything we do and have a lot of fun along the way. Come join us!

IS THIS ROLE NOT AN EXACT FIT? Keep an eye on our Careers Page for other positions!

WHY SHOULD YOU WORK AT SALESLOFT:

• You will become part of an amazing culture with a supportive CEO and smart teammates who actually care
• You will work with an amazing team you can learn from and teach
• You will experience joining a high-growth/high-trajectory organization
• You will hear “Yes, let’s do that!” and then have the opportunity to successfully execute on your ideas
• You will build community with Lofters of many cultures and backgrounds through ERGs and DEI initiatives
• We have a vibrant, open office that utilizes modern technology
• You will grow more here than you would anywhere else, that is a promise

Salesloft is committed to creating a sense of belonging for all Lofters. We integrate representation and inclusion into Salesloft’s core by establishing and meeting specific, time-bound objectives for fair hiring and career growth. We prioritize actionable steps over terminology, and showcase how a genuinely diverse and inclusive culture enhances our financial success and overall performance. 

We are proud to be an Equal Opportunity Employer and provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.