Customer Success Manager

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Customer Success Manager

Help our customers to be even more successful with Continu.

FULL-TIME · SANTA MONICA

About the Role

We are looking for a Customer Success Manager to engage, retain and drive our customer renewals with usage of our existing and new product offerings. Continu CSM’s complete the post-sales life cycle for our customers, serving as an advocate for each customer and accelerating the expansion of Continu within each account. The ideal candidate will be as passionate about Continu solutions as they are about providing an exceptional experience for every customer.

About You:

  • 2-4+ years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, project management or account management functions in Fortune 1000, mid-tier, and/or start-up companies.

  • 2+ years of experience working with Salesforce (preferred) or other Customer Relationship Management (CRM)

  • Strong technical skills that allow for an ease when guiding customers through technical processes.

  • Highly data-driven with a commitment to process. Excited about driving and tracking a consistent engagement process with all customers in your portfolio.

  • Ability to understand customer requirements, identify, upsell and cross-sell opportunities to deepen penetration of Continu solutions within the customer environment.

  • Team player with the highest level of integrity.

  • Demonstrable success in thinking strategically, executing tactically while providing consistent, high levels of customer satisfaction and retention in a fast-paced environment.

  • Candidate which approaches all situations with an empathetic and patient manner.

  • Natural proactive nature who works to curb reactive behaviors and go above and beyond the call of duty

  • Previous experience using customer success management tools


As a Customer Success Manager at Continu, you will:

  • Establish a trusted advisor relationship, handling overall responsibility for managing the customer relationship from end to end once the sale is made, including keeping the customer informed of all product updates.

  • Establish relationships with key customer stakeholders to drive further product adoption.

  • Monitor customer utilization trends and gives recommendations to the Continu Product Team based off such, including doing regular customer ‘health checkups’.

  • Actively update customers of how the Continu Product roadmap will address their future requirements.

  • Work with customers to develop a success plan that outlines how Continu will be addressing their critical needs both immediately and in the future that includes metrics for success.

  • Leverage your own and other CSM customer relationships for prospect customers.

Perks and Benefits

In addition to our unique culture and talented team. You'll have access to the following benefits.

💻 Laptop
Get your best work done with a new Apple computer.

🤒 Health Benefits
We offer Health benefits and sick leave for all full-time team members (following our bootcamp period).

💰 Salary
Our Salary formula is based on your level of experience, role, and location.

📈 Stock Options
You'll have access to Stock Options in a fast growing company. 

🏄 Remote Work
This role is remote. You'll be able to work from wherever you're currently based.

⛺️ Flexible Leave Policy
We offer up to 2 weeks of flexible leave, including an additional day off for your birthday and 5 Friday's a year.

Our Standards

Our Standards guide our culture and the decisions we make as a team

Passion over Pedigree
We hire smart, driven people that are passionate before anything else. 

Stay Humble
No matter the level of success we achieve, we check our ego at the door and stay humble.

Always Learning
We're a learning company that is always striving to improve. We do this by always being open to learning.

Transparency Wins
We default to transparency when communicating with our team members and customers.

User First
Our users are the reason we do what we do. We always put them first in every decision we make.

Get Sh*t Done
We optimize for output and results. We're a small team that gets things done.

Be Useful
No matter your job title, we strive to be as useful to our customers and team members wherever possible.

Keep it Simple
From communication, to product decisions. We strive to keep things as simple as possible.