New York, NY

Senior Customer Success Manager

Catalyst is a Customer Success Platform (CSP) built by an experienced group of industry leaders. Our founder built an effective Customer Success organization for one of the fastest growing cloud companies in the world. Whether our customers are managing a few large enterprises or hundreds of smaller accounts, Catalyst adapts to their workflow intelligently to help them build meaningful, human relationships.

The Role

The Customer Success role at Catalyst is one of the most critical functions as you will be working closely with our customers (CSMs and VPs of CS) to educate them on a product that you will be using on a daily basis. Being forward-thinking and proactive in pushing Catalyst’s functionality to the fullest is highly critical to our success, in addition to diligently working with our product team to develop a strong roadmap based on your day-to-day assessment of new features requested and your feedback from our customers.

Responsibilities

  • Deliver business value. As the dedicated point of contact, you will ensure that Catalyst is meeting our customer’s desired business outcome
  • Own the entire customer journey. Our customer’s success is our success and you will own this process through onboarding, implementation, and renewal
  • Work closely with sales to deliver a seamless customer experience during the onboarding process
  • Form close relationships with our customers. We want our customers to not look at us as a technology vendor, but a transformational partner, helping them drive innovation within their organization and as a result, help turn their company into being customer-success driven
  • Become an expert and thought leader in customer success. You’ll be working with our customers that consist of CSMs and VPs of CS. They’ll look to you as a partner and need to trust you as one of their own for advice
  • Advocate for the best customer experience. Internally, you’ll serve as the voice of our customers when providing customer feedback to product & engineering or helping marketers educate the world about customer success
  • Be ready for anything else. You’ll be constantly working cross-functionally and managing special projects to help Catalyst scale as fast as possible

Qualifications

  • Excellent written and verbal communication skills
  • 5-6 years in a consultative customer-facing role (management consulting, account manager, customer success, etc)
  • Proven track record managing $1M book of business dealing with companies in the 200-2000 employee size range and dealing with multiple stakeholders within a company
  • Self-starter who likes to experiment. You’re always looking for ways to improve and do your job better. You don’t sit around and wait to be told what to do -- you prefer to jump on an opportunity when you see it
  • Positive attitude and team player
  • A high standard of integrity and a strong work ethic, paired with effective prioritization and organizational skills
  • Eager to learn, with the ability to receive and implement feedback quickly
  • Experience with using sales technology is a plus (Salesforce, LinkedIn Sales Navigator, Customer Success Tools, Intercom, Drift, Slack, etc)
  • Technical aptitude - ability to pick up new programs/concepts quickly
  • Outside-of-the-box thinker. Getting a “no” doesn’t stop you, it only makes you think of other ways to go for the “Yes”
  • Self-motivated and strong passion for customer success and building out process
  • Comfortable in a fast-paced and high-energy environment
  • Ability to think quick on your feet in a conversation and can answer unexpected questions with ease

Benefits

  • Highly competitive compensation package including salary and equity as well as the opportunity to work for one of the fastest growing startups in NYC
  • 100% paid medical insurance coverage
  • Personal Seamless account for free lunches and dinners
  • Unlimited vacation policy
  • Education stipend
  • Commuter benefits
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