Customer Success Manager

< Read the full description and more details on our jobs page here: https://trychameleon.notion.site/Customer-Success-Manager-65d1e22f202b4f14a138ba37e68e8b9b>

Millions of Chameleon Experiences are displayed to end-users daily, but their success and impact are highly variable according to the usage of principles from PLG, user psychology, CX, UI/UX design, and other subjects. This is where our Customer Success Managers shine.

At Chameleon, CSMs are subject matter experts who work closely with our customers, to help them get the most out of our product. By intelligently assisting, educating, motivating, and guiding teams with best practices, we show quick lasting value and build loyal customers who become strong advocates.

📅 What your day-to-day may include

• Drive new customer onboarding, which includes: leading kick-off calls, sharing best practices, joining implementation check-ins, co-building sessions, etc.
• Be the customer’s strategic partner throughout the whole customer journey, driving product adoption and identifying risks or opportunities
• Collaborate with Account Managers to drive renewals and expansion opportunities within your book of business
• Run regular customer expert sessions with our top customers to jointly identify how they can better leverage Chameleon to drive value.
• Contribute to a customer-centric culture by championing customer needs and influencing product priorities within our team
• Engage customers experiencing difficulty in a friendly and comforting manner
• Partner with the Sales team both during the sales process and throughout the customer journey to help identify opportunities and risks
• Directly address customer questions and identify opportunities to improve our product education resources

🧰 Our tooling stack

These are some of the tools we currently use

- HubSpot (CRM)

- Intercom (customer communication - shared inbox)

- Slack (Internal team communication)

- Loom (screen and video recording)

- Mixpanel (website analytics)

- Segment (customer data platform)

- Trello (project management)

- Hotjar (user behavior analytics)

💪 Skills and experience that will aid success in this role

• 2+ years working as a Customer Success Manager, Technical Account Manager, Support Specialist, or similar customer-facing role, at a SaaS company. Or… significant experience at a SaaS startup as a Product Manager, UX Researcher, Product Designer, etc., and willingness to move to CS.
• 1+ years working at a Startup (Seed or Series A) or less than 100 person company
• Empathy with customer goals, frustrations, and circumstances; High emotional intelligence and communication skills to work with people from diverse backgrounds and experience.
• Ability to understand how business decisions take place, and establish solid relationships with key stakeholders within your customer accounts, leading to strong renewals, expansion, and advocacy,
• Basic understanding of HTML, CSS, JS, web technologies (e.g. iframes, shadow DOMs, SPAs, etc.), APIs, and browser console debugging tools.
• Passion for technology and interest in becoming an expert in the field of PLG (product-led growth), user onboarding, and self-serve success.
• Comfortable working in a fast-paced startup environment; you’re a self-starter, and we’ll encourage you to have flexibility in your day-to-day work to try new things

👀 Other requirements

• You are located in the United States or Canada
• You have a fully functioning workstation and a quiet place to work (and take calls) with a high-speed internet connection
• Fluency in English (written and verbal)

Note we have previously received a high volume of applicants and so created an application form that takes ~20 mins to complete to help you stand out from the noise: please complete it here: https://form.typeform.com/to/s7gW0o4Z to formally apply!