SourceScrub's Customer Success team is growing and we're looking to add a dynamic Senior Customer Success Manager to the team. This is a great role for someone who wants to learn and effect measurable impact within many areas of the business – to build, consult, collaborate, innovate, and make a significant impact in a fast-paced, scrappy, start-up environment. This role reports directly to our VP Customer Success Growth. 

About us

At SourceScrub, we believe two areas of focus are paramount to modern deal origination: Exceptional data quality and a relentless approach to Business Development. Our innovative approach allows finance professionals at all levels in their organization to uncover privately-backed businesses and examine key investor-centered metrics, cutting through the noise in seconds.

About you

As a Senior Customer Success Manager, you’ll work directly with clients to build and foster strong relationships, thoroughly understand their business objectives, and partner with them to leverage SourceScrub to drive the goals subjective to their internal firm’s strategy. You’ll also help them expand the breadth and depth to which they utilize SourceScrub’s product offerings. Concurrently, you’ll interface with the Account Management team to provide intel related to potential growth or expansion opportunities for Customers. Finally, you will interface with the Product team, utilizing feedback and out-of-the-box thinking to drive strategic improvements within our product offerings.

As our Senior Customer Success Manager, you will

• Manage a book of business of approximately $3-4M in ARR
• Maintain SourceScrub’s outstanding retention rates and NPS within our key client base
• Relentlessly monitor and manage Customer Health using subjective and objective analysis of usage data, relationship history, firm growth, and other indicative details
• Utilize product and data insights to identify churn risks and engagement opportunities
• Manage the ‘hand-off’ process for new customers from Sales, project managing all activities post-contract execution
• Develop success plans for clients that outline their goals, KPIs to measure progress, potential issues, and provide recommendations as well as conduct QBRs
• Schedule and perform onboardings/’pulse-checks’ for new and existing customers to obtain feedback, inform on product updates, and demonstrate new features—through a combination of in-person visits, webinars, teleconferences, and attendance/hosting at trade shows and conferences
• Work closely with other functions including Sales, Customer Success, Product, and Support to ensure customer needs are met while meeting internal objectives.
• Maintain and groom the Customer Relationship System daily.
• Maintain and groom the Case Management System daily

To be successful, you should have

• Bachelor's Degree or equivalent - Finance-related education especially welcome!
• 3 years of experience managing SaaS customers
• Strong Interpersonal skills and empathy
• Ability to understand and translate business goals into actionable and measurable initiatives.
• Metric-driven orientation
• Genuine curiosity about people and business, while possessing the ability to inspire passion in others
• Excellent public speaking skills and confidence with demonstrating best-practices to clients
• Capable of working collaboratively across technical and non-technical organizations.
• Comfort managing escalations and coordinating resources to execute upon a success plan.
• Ability to prioritize effectively and work independently or within a team dynamic
• Experience with Salesforce or a CSM software solution is a plus
• Ability to analyze key metrics and identify trends
• Ability to travel required

Salary: $120K-$130K OTE