Customer Success Manager

ABOUT SORTLY
Sortly is a simple, multi-device inventory management solution. Our visual & intuitive approach to inventory enables thousands of SMBs and teams within iconic corporations, government entities, music bands & sports teams to stay on top of their consumables, assets, and material things. With over 8,000 five-star ratings in the App Store and a net promoter score greater than 55, our impressive growth has primarily been driven by organic sources and word of mouth. We are profitable, financially independent, and primed to scale within our $20B market! We are proudly a distributed and remote-first company since inception with teams across 4 countries.

OUR VALUES
Smart - We make decisions based on knowledge and understanding with the aim of creating and improving differentiated products that benefit our business and customers.

Inspiring - We embrace the spirit of entrepreneurship, taking considered risks and pushing ourselves to think boldly and creatively.

Empathetic - We are customer-centered by mission, with respect for the individual and a desire to create a great community.

Real - We seek opportunities to learn from our mistakes and successes, our colleagues and customers, and to help each other improve.

ABOUT THE ROLE

You are a Customer Success Manager (CSM) with a strong understanding of how to manage the full customer lifecycle for a SaaS product in the SMB and Mid-Market space. You are excited to develop success motions or processes and/or use data to improve customer motions and revenue outcomes. You thrive in fast-moving, growth-oriented business and look forward to growing in your role and taking on more responsibilities as the commercial motion scales. This is a key role in Sortly’s small but mighty sales & success organization.

WHAT YOU WILL DO

• Work closely with the Director of Customer Operations, Customer Success Team, and Sales Team to build a world class full cycle success experience
• Onboard new clients and guide them through product setup, training, and initial usage to ensure successful implementation
• Conduct regular check-ins and business reviews with customers to assess progress, gather feedback, and discuss future goals
• Create and deliver customised reports, presentations, and performance insights to demonstrate the impact of our solutions
• Identify upselling and cross-selling opportunities to expand customer use of the company’s products and services
• Working with the revenue team to manage renewals and complete renewal calls with customers
• Holding off-boarding calls with customers who will churn
• Establish clear client retention goals (based on renewal metrics)
• Be the enterprise “voice of the customer” within Sortly and work x-functionally with the Product team regarding customer feedback and product improvements
• Raise product issues & bugs by working quickly and collaboratively with the engineering team
• Manage customer escalations and ensure issues are resolved quickly and effectively
• Assist in the development of customer success playbooks and resources

We are looking for someone with previous SaaS Customer Success experience, who can become a product expert to work with a wide range of company types and sizes. The key to being successful in this position is the ability to switch between competing priorities and ensure that customers achieve success at onboarding, expand their account size when possible, and renew their annual subscriptions.

We are looking for someone available between 9AM ET - 5PM ET, but we’re open to adjusting those hours a bit for the right individual.

QUALIFICATIONS

• 3+ years of Customer Success experience or a similar role that manages the customer lifecycle responsibilities for SaaS customers in the SMB and Mid-Market space, ideally in the $3-15k/yr ACV range 
• Demonstrated track record of retaining customers and expanding accounts
• Experience collaborating with the sales team to lead to better long-term customer lifecycle outcomes
• Use customer relationship management (CRM) software to manage customers
• Stay up-to-date on market trends, competition, and industry developments
• Experience developing success motions or processes and/or using data to improve customer motions
• Excellent presentation and listening skills, organization, and contact management capabilities
• A strong desire and willingness to inform our customer motion as our product and processes evolve with changing customer needs
• Bonus points for working at companies with success motions and product-led growth funnels in the 50-150 headcount range
• Comfortable operating in environments with a relatively low amount of structure, and willingness to contribute in structuring processes and tools to drive the desired results

WHY JOIN SORTLY

• Opportunity to work with a passionate and dedicated team
• A culture that fosters innovation, growth, and collaboration
• Competitive salary and benefits package
• Chance to make a significant impact on the future of inventory management
• Annual off-site retreats
• Home office stipend
• 401k match
• Yearly learning and development reimbursement

Compensation:

Base Salary: $75,000 -$95,000

On-target earnings (OTE) potential $95,000 to $115,000 annually 

The salary band outlined above reflects compensation levels that are competitively benchmarked based on geographic location. Where an individual may fall within this band is determined by market data specific to their location, ensuring fairness and alignment with our compensation philosophy.