Customer Success Manager

2-3 years of experience in a customer-facing role at an early-stage SaaS startup
Ability to articulate complex concepts in a simple, straightforward manner, both in written and verbal communication
Keen attention to detail, thoughtfulness, and a customer-centric mindset
Knack and passion for process improvement, documentation, and increasing operational efficiencies
Familiarity with modern SaaS technologies such as Slack, Notion, Hubspot and/or Salesforce

Conduct onboarding calls with prospective customers, train them to use the product, complete technical implementation steps, and help them realize value quickly
Coordinate with Account Executives to identify any red flags that would hinder the prospect from subscribing to Keeper
Maintain a high conversion rate from Free Trial to subscribed customer (80-85%)
Proactively reach out to accounts in your pipeline to ensure they’re continuing to reach their goals and respond to inbound support inquiries in a timely manner
Identify barriers to success or any roadblocks that would hinder accounts from fully adopting the full feature suite Keeper offers
Facilitate continued check-ins, team training calls, and Q&A sessions via Zoom
Create and maintain customer education materials: record video feature overviews and write user guides for content-driven email sequences
Drive expansion revenue of existing accounts in your pipeline (increase MRR)
Keep your finger on the pulse of trending feature requests and areas within the product that could be improved, then document and share customer feedback with the rest of the team to inform our product roadmap
Document best practices, creating templates for customer engagement at key milestones for various user personas
Help the team iterate to find the most efficient internal processes that reduce friction and best help our customers succeed
Take on additional projects that inspire you and help move the needle for our team

Accounting/finance experience is preferred; interest in learning the space is required