⬆ Reporting Into: Director of Customer Success, Key Accounts
💰Compensation: $70,000 - $100,000 base salary with total expected compensation of $110,000 - $140,000 based on qualifications and experience.
About Ceros
At Ceros, we believe content is your most valuable asset. It forms the foundation of your brand, shaping first impressions and setting the stage for successful engagement with your audience throughout every stage of the buying journey. In a world where buyers are inundated with endless media, the need for your content to cut through the noise is critical to ensuring it has an impact.
Our no-code content creation platform empowers businesses to transform the buying journey with rich, interactive content that captures the attention of today’s busy buyers and drives real business outcomes. The platform makes it faster, easier, and more cost-effective to create premium content, allowing businesses to scale it across their go-to-market programs.
Today, Ceros powers some of the most engaging experiences on the web. In 2023 alone, interactive content created with Ceros — from landing pages and pitch decks to case studies and guides — was viewed more than half a billion times, with over 3 million comments added using MarkUp, our visual collaboration tool.
Working at Ceros means making an impact at scale. Our products and services are beloved by over 500,000 users and leveraged by leading brands including Workday, Colliers, Getty, McKesson, and McKinsey. Ceros is backed by top-tier investors, including Sumeru Equity Partners, Grotech Ventures, Greycroft, and Starvest Partners.
The Role
As a Key Accounts Customer Success Manager, you will be a trusted advisor to major Enterprise customers, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle. You'll be responsible for understanding customer requirements, onboarding new teams within existing customers, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction. You will work with customers in a hands-on manner to drive successful outcomes from a product adoption and usage perspective. Monitoring the health of customer relationships, you will predict and navigate customer challenges and offer solutions that drive satisfaction and ultimately lead to retention, as well as cross-sell/up-sell opportunities.
Key Responsibilities
Deeply embed yourself in client accounts to drive high engagement and be perceived as a consultant.
Anticipate needs based on the customer’s broader company objectives and individual job responsibilities.
Pioneer innovative ways to progress client relationships, aiming to achieve performance goals on gross retention and increasing users and usage.
Build and maintain strategic relationships with all key stakeholders and decision-makers across multiple teams within highly matrixed organizations.
Constantly conduct "health checks" for your customers to drive customer satisfaction (NPS), product adoption, onboarding, and identify further areas of education – developing targeted strategies as needed, including but not limited to quarterly business reviews.
Leverage data to craft compelling narratives that promote Ceros’ business objectives and also align with a client’s goals.
Serve as a client advocate and work with the Strategic Account Executive to drive strong renewal rates, reduce churn, and generate higher wallet share.
Serve as the 'voice of the customer' and provide internal feedback on how we can better serve them to maximize customer value.
Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements.
Collaborate with relevant ecosystem partners in professional services, customer support, and marketing to ensure client success metrics are met.
Quickly identify accounts where usage is low, understand why, and take action to increase adoption.
Practical stuff we anticipate you having:
Fundamental understanding of design and digital marketing.
Experience balancing the needs of multiple stakeholders and working under tight time frames with resource constraints (3-5 years).
Proven track record in a client-facing role, driving client engagement, handling difficult situations and challenges, and delivering exceptional client service.
Demonstrates a high degree of organization and proficiency in leveraging internal systems.
Excellent communication skills and confidence to build and maintain relationships at all levels.
3+ years of customer success/account management experience, preferably in SaaS business environment.
Ability to travel up to 25%, to include overnight travel for meetings.
Highly dependable, team player, self-starter, high energy, positive attitude with good organization and time management skills.
Bachelor’s degree or equivalent experience
What we’re looking for from the heart:
Passion, enthusiasm, energy, humor, team player mentality and the ability to convey this through communication and presentation skills.
Intellectually curious and a growth mindset; you want to understand everything about our customers & market opportunity.
Comfortable working in a complex and constantly evolving customer success environment to drive successful customer success outcomes, and strengthen key client relations while handling multiple initiatives at once.
Demonstrate a passion and knowledge for tech, marketing, SaaS, AI, and/or business management.
Key things to know
We want you to start ASAP
Full-time position
Benefits
📈 Stock options
🏥 Premium health insurance*
🏦 401K matching*
👶 16-weeks paid parental leave for primary caregiver
👩💻👨💻 Stipend towards experiences in which Cerosians can collaborate, educate, and create social connections with one another
🏢 Unlimited access to co-working spaces around the globe
*Varies based on location
At Ceros, we are deeply committed to the recruitment, retention, and growth of diverse talent; uniting people from unique backgrounds in our shared passion for unlocking creativity through technology.
As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Business Development
Industries
Software Development
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