Scout APM is a fast-growing B2B SaaS startup specializing in the development and sale of observability and application performance monitoring tools that help developers quickly pinpoint the cause of performance issues in their IT environments. We pride ourselves on strong, developer-first product development and top-notch customer support.

We have recently launched a new product into the Observability market and have an amazing opportunity to pioneer and educate our customers on features and data they’ve always looked for, but never had the ability to realize until now. The future of Scout is focused on making this new product a success and you’ll have an opportunity to heavily influence that success.

We are looking for eager new teammates who want to learn and grow, who enjoy serving our customers, and who take pride in our work.

Our core values are Respect, Transparency, Accountability, Continuous Learning, and People & Community Focus.

If you’re looking for a fast-paced, highly creative, and dynamic environment to maximize your talents and expand your expertise, then we might be the place for you!

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Role - Associate Customer Success Manager
Responsibilities:

Success & Enablement

• Triage customer support tickets and ensure all issues are handled in a timely manner
• Collaborate closely with team members to support renewals and expansion opportunities
• Gather customer feedback to share with departments to identify solutions that help improve relevant teams’ performance and enhance the customer experience throughout the buying journey
• Assist with existing customer support practices including: billing requests/requirements for new and existing customers and handling customer support tickets.
• Report to executives and senior leadership on past results, renewals, upsell/expansion, contraction and churn through dashboards and presentations to generate actionable insights
• Provide customer feedback loop to internal teams for product growth and customer health
• Expert in tools utilized, including Pipedrive, Front, Slack, ChartMogul, Pendo, and Stripe

Project Management

• Manage, track, and own project requirements on high level company projects
• Cross collaborate with dev team, marketing, CS, and sales to identify process improvement opportunities, propose system modifications, and create new revenue generating strategies
• Run the company OKR process to ensure precise aligned goals, ongoing updates, and thorough status meetings.

Administrative

• Using automated tools to extract data from primary and secondary sources to collect, clean, and analyze company data for daily/weekly/monthly reports
• Organize data for company Key Performance Indicators and Quarterly Objectives and Key Results
• Coordinate with Sales enablement, including maintaining data integrity within our CRM
• Assist with company financials and triage employee expense reports
• Identify data-driven insights to influence capacity planning and portfolio management
• Define and document existing and desired business processes & playbook
• Vendor credentialing and customer requirements management for purchase and security processes.

Background & Experience

• MUST have 1 to 2 years of customer-facing and/or operations experience at a B2B SaaS company.
• Exceptional organizational skills with the ability to manage complex initiatives across multiple contributors
• Project Management skills and experience
• Excellent written and verbal communication skills
• Strong qualitative skills and quantitative skills, especially with Excel and/or Google sheets

Professional Skills & Qualifications:

• Bachelor's degree or similar
• Strong interest in entering and learning the SaaS industry and its operational drivers
• Strong ability to build cross-functional relationships with virtual teams
• Must be a self-starter who can independently move projects forward, prioritize tasks, and meet deadlines
• Must have strong analytical skills to create reports and interpret results
• Must have Excel/Google sheets, Powerpoint/Google slides experience and proficiency
• Additional plus if you have Stripe proficiency and Pipedrive or another CRM

Location

• Remote is great and/or we also have a few people in Denver and Raleigh who utilize a WeWork location as needed!

Benefits:

• Generous Health, dental & vision insurance
• Generous unlimited PTO policy
• 401K program
• A focus on work-life balance