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Senior Customer Success Manager

Catalyst is the world’s most intuitive Customer Success Platform (CSP), and was built by an experienced group of industry leaders.

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51-200

Icons/design/feather/country/us United States only

Catalyst is the world’s most intuitive Customer Success Platform (CSP), and was built by an experienced group of industry leaders. Our software integrates with the tools that CS teams are already using to provide one centralized view of customer data. Customer Success Managers can subsequently take the right actions to prevent churn, increase product adoption, and align the entire organization on a unified workflow to manage customers throughout their journey. Catalyst helps organizations turn Customer Success into a company-wide mission. 

Position Overview

The Senior Customer Success Manager role is an instrumental role in the long-term success of our business. You will be working with our Mid-Market and Enterprise clients throughout their journey to ensure that they're obtaining full value from Catalyst aligned to their goals.

As an early CSM at Catalyst, your contributions to helping us build a foundation for the CSM motion provide you with the opportunity to have a significant impact beyond the traditional scope of a CSM role.

What You’ll Do

  • Form close relationships with our customers, including CSMs, Managers, Directors & VPs. Partner with customers to establish a mutually agreed-upon Success Plan, outlining the challenges they’re looking to solve for using Catalyst

  • Define, prescribe & drive action aligned to the execution of each customer’s above Success Plan. Proactively identify and mitigate risk in each customer’s ability to achieve their goals

  • Teach customers how to independently leverage product features, strengthening their knowledge & confidence in using the tool

  • Proactively pull, track, and analyze both quantitative and qualitative data to identify insights. Connect data to customer value and communicate a clear narrative that drives action back to your customers

  • Maintain routine check-ins with customers, in addition to Executive Business Reviews

  • Partner internally with cross-functional teams such as Sales, Product, Engineering and Marketing. Convey  the voice of the customer internally in an effort to inform other functions on how best we can support and add value to our customers

  • Consistently put forward product enhancement recommendations based on personal experience & insights gained from customers 

  • Actively contribute to the analysis, planning and execution of CS processes to help us lay the foundation for the CSM function at Catalyst

What You’ll Need

  • Demonstrated experience in a consultative customer-facing role, ideally having managed enterprise-level accounts for 5+ years

  • Success in building and standardizing repeatable CSM processes & playbooks, & have the desire to do so at Catalyst as we continue to scale

  • Exceptional ability to influence & drive action through others, coupled with the ability to be a proficient listener

  • Eagerness to learn, with the ability to receive and implement feedback quickly

  • Ability to think quickly on your feet and answer unexpected questions with ease

  • Discernible passion for Customer Success, and for creating memorable customer experiences

Why You’ll Love Working Here!

  • Highly competitive compensation package, including equity - everyone has a stake in our growth

  • Monthly Mental Health Days and Mental Health Weeks twice per year where the company takes off

  • Comprehensive benefits, including up to 100% paid medical, dental, & vision insurance coverage for you & your loved ones

  • Unlimited vacation policy, encouraging you to take the time you need - we trust you to strike the right work/life balance

  • Annual education stipend, to ensure that you’re continuously expanding your skill set

  • Monthly wellness stipend, to ensure that you’re taking care of both your physical & mental health

  • Monthly remote team-building events, including game nights, trivia, cooking/mixology classes, and more! 

Catalyst is an equal opportunity employer, meaning that we do not discriminate based upon race, religion, national origin, gender identity, age, sexual orientation, or any other protected class. We believe that diversity is more than just good intentions, and we are committed to creating an inclusive environment for all employees. 

About this role

August 21st, 2022

June 22nd, 2022

Full Time

To apply, you must have a permit to work in this country.
Catalyst is hiring for this role in these timezones.
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About Catalyst

Learn about Catalyst and their company culture.

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Catalyst is the world's most intuitive Customer Success Platform (CSP), built by an experienced group of industry leaders. Previously, our founder built an effective Customer Success organization for one of the fastest growing cloud companies in the world.

Catalyst integrates with all the tools you’re already using to provide one centralized view of customer data. Customer Success Managers can proactively take the right actions to prevent churn, such as receiving automated alerts when a customer is not using certain features that are critical to their success.

Based in New York City, Catalyst is a venture-backed company founded by Edward Chiu and Kevin Chiu.

Tech stack

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Benefits and perks

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Learning and development budget

$1,000 annual learning and development stipend to expand professional skills

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Paid parental leave

Generous parental leave for both primary and secondary caregivers

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Healthcare benefits

100% of employee and dependent health, dental, and vision plans

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Generous equity

Ensuring that everyone has a stake in our growth

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