Customer Success Manager

🌎 Location: Remote, US

⬆ Reporting Into: Director of Customer Success

💰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 are artists and technologists, and our dual soul is our unique strength. We value and ignite creativity at every level, reimagining Ceros to lead in this new era. As we embark on the next chapter in our mission to unlock creativity, Ceros is not just evolving, but leading the charge in an AI-driven world, becoming the world’s premier provider of AI-powered creative solutions for the enterprise sector.

Our growing suite of cloud-based tools is specifically designed to empower professional creators, enabling them to push beyond their design boundaries and transform the way they collaborate with their teams.

Today, our products are powering some of the most engaging experiences on the web. In 2021 alone, interactive content created with Ceros Studio — from landing pages and pitch decks to interactive social media — were viewed more than half a billion times, and over 3 million comments have been added to digital content 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 Mashable, Bloomberg, Red Bull, and Pinterest. And we're building something even bigger and better: the creative operating system of the future, viewed through an AI-first lens.

Ceros is backed and well-funded by top-tier investors including Sumeru Equity Partners, Grotech Ventures, Greycroft, and Starvest Partners.

The Role

As a Customer Success Manager, you will be a trusted advisor to our 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 customers, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction. You will work with our customer day-to-day counterparts 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, and cross-sell/up-sell opportunities.

Key Responsibilities

• Strengthen client relationships health post-sale by deeply embedding yourself in their accounts to drive high engagement
• Constantly assess "health checks" for your customers to drive product usage & adoption, customer satisfaction (NPS) and identify further areas of education
• Serve as a client advocate and work with the 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 & ecosystem in order to speak with customers about the most relevant features/functionality and resources to meet their goals
• Collaborate with relevant ecosystem partners in professional services, customer support, educate or marketing organizations to ensure client success measures are met
• Develop and execute strategic plans for internal & external stakeholders as well as quarterly business reviews
• Bring value to clients beyond the technology through event promotion and sharing content program best practices
• Quickly identify accounts where usage is low, understand why, and take action to increase adoption

Practical stuff we anticipate you having

• 3+ years of customer success/account management experience, preferably in a SaaS business environment
• 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 relationships at all levels
• Fundamental understanding of design and digital marketing
• Highly dependable, team player, self-starter, high energy, positive attitude with good organization and time management skills

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; 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.

Key Things to Know

• This is a full-time position
• This is a remote-first role
• Ability to travel 25% of the time

Benefits

📈 Stock options

🏥 Premium health insurance*

🏦 401K matching*

👶 16-weeks paid parental leave for primary caregiver

🌴 Flexible vacation days

🤒 Paid Sick days

🧘 Wellness Fridays

💵 Stipend for your home office setup

💻 Excellent gear (Macbook Air, external monitor, etc.)

👩‍💻👨‍💻 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.