Pooled Customer Success Manager

Role Overview

The Pooled Customer Success Manager works a shared queue of customer accounts, resolving issues and configuring customers for success. The role involves working with the pooled team, content and enablement specialist, and account executive to drive customer success and expansion. The manager will learn how to move accounts from default settings to configured, renewing customers in a handful of conversations and identify which accounts need a person’s attention.

What You Will Do

The manager will own the queue, configuration, saves, renewals, expansion hand-off, playbook feedback, and case records. They will work the queue at the team’s response standard, document cases where the playbook was missing or wrong, and contribute to the team’s first readout.

Why It Might Be a Fit

The ideal candidate has 2+ years of experience in customer success, technical support, or solutions for a developer-facing product. They have worked a ticket queue or shared inbox at volume, write clearly in tickets, email, and documentation, and are comfortable on a team where the playbook is still being written.

Requirements

• 2+ years in customer success, technical support or solutions for a developer-facing product
• Worked a ticket queue or a shared inbox at volume and kept quality up
• Write clearly in tickets, email and documentation
• Want to know why a customer left, and you record it every time
• Comfortable on a team where the playbook is still being written

Benefits

• Competitive salary
• Benefits
• Paid time off
• Health insurance
• 401(k) match