Faraday is looking for a highly motivated individual that thrives on delivering results and a delightful customer experience. A customer success manager is responsible for setting expectations, managing timelines, managing internal resources, and ultimately the client’s satisfaction, engagement level, and retention.
What You’ll Do:
Establish a trusted advisor relationship with strategic customers
Participate in the identification, documentation, maintenance, and improvement of the Customer Success knowledge base and best practices
Help drive new case studies and references with assigned customers.
Demonstrate pride and accountability in all internal and external interactions
Configure client accounts and integrations
Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
Deliver and communicate ROI to customer partners throughout the customer lifecycle
Develop and maintain a detailed customer plan to track progress across multiple teams and resources
Coordinate and lead various client meetings and quarterly business reviews
Advocate for your clients, you are the voice of your clients throughout the organization
Drive engagement of our products and services through understanding clients needs
Collaborate with internal teams to support renewals and upsell opportunities
Understand and share insights into clients sentiment and levels of engagement with internal teams
About the team:
In your role, you will be joining the Customer Success Team, who is responsible for providing our clients with the best possible experience with Faraday. We act as the primary liaison with the customer to support all phases of each partnership including onboarding, support, maintenance, product optimization, performance analysis, and project management. Our team is made up of Account Managers, Project Managers, Engineers, and an Analyst, led by the Director of Customer Success. While working closely within our team, you will also collaborate with our Data Science and Platform Engineering teams which will allow you to fully understand, support, and execute Faraday's growing products and services including new strategies to help build stronger client relationships. We care deeply about each of our client relationships and strive to deliver results consistently with pride and accountability.
This position requires the following:
Experience as a Customer Success/Customer Support/Project Manager within a Software/SaaS company
Strong organizational skills with the ability to effectively manage customer meetings, projects, documentation, and action items
Knowledge of traditional and digital consumer marketing including Facebook and Google ads
Passion and a "can do" attitude with a desire to make an impact in a startup organization.
Excellent client-facing and internal communication skills
Excellent written and verbal communication skills
Ability to communicate with confidence, build relationships through inspiring trust and challenging assumptions
Must bring startup mentality and be comfortable working on a small, nimble team.
Working knowledge of Agile Methodologies
PMP or other project management training
Basic Scripting and/or SQL knowledge
In-depth knowledge of traditional and digital consumer marketing
Knowledge of any of the following industries: healthcare, insurance, travel, energy, financial services, home services, e-commerce
If you don’t meet 100% of the skills and qualifications listed here, don’t rule yourself out! We want to hire people who are eager to learn, grow their skillset, and come into their role with enthusiasm. If you want to make your mark on a growing startup and think this job would make you excited to show up to work every day, we encourage you to apply.
Benefits & Perks:
Faraday holds high standards for all of our employees because we know they can deliver; but not without our support. We offer unlimited paid time off, various levels of paid parental leave, company-paid employee health benefits, an employee assistance program and a company-funded budget dedicated to fueling employee interests and backing the causes we all value most. We strive to empower our team members to pursue their passions and the activities that fulfill them outside of work, as well as arm them with the tools, guidance, and space to achieve their goals with Faraday.
Faraday is a prediction infrastructure for the consumer economy. Located in the historic Maltex Building in beautiful Burlington, Vermont, we're a fast-growing venture-backed startup founded in 2012. We believe in privacy and are committed to ending the widespread proliferation of consumer data. We believe in science and the power of statistically significant conclusions. We believe in equity and reject all forms of algorithmic prejudice. We believe in health and fun and encourage a positive work/life balance.
The Faraday team believes diversity in identities, perspectives, and backgrounds fosters creativity and enriches the workplace for us all. We deeply value different points of view that allow us to include and celebrate the diversity within our company, as well as build out better products and experiences for our clients.
We welcome applicants of any race, religion, color, national origin, citizenship, gender, sexual orientation, age, and socioeconomic, marital, veteran, and disability status.