The Customer Success Managers are essential for ensuring that customers not only stay satisfied with a company's products or services but also achieve their desired outcomes. By proactively addressing customer needs and building strong relationships, CSMs contribute to customer retention, loyalty, and the overall success of the business.

OUTCOMES

Account Engagement:
Proactively building & maintaining customer relationships.
Understanding, documenting, and updating customer goals, challenges and outcomes throughout the entire customer lifecycleUsing data to develop customer strategies and recommendations.
Identify growth opportunities and nurturing advocates.
Problem Solving:
Gathering and acting on customer input and requests.
Addressing customer issues promptly.
Owning cross-functional efforts to address customer’s needs and issues.
Coordinate relevant internal stakeholders for all critical client interactions (support, sales, etc.)
Customer Outcome Realization:
Partner with customers to enable them to be agents of change.
Help your customers create change within their organization by providing them with the appropriate 15Five/industry resources.
Assisting the customer in creating and fulfilling their outcomes by utilizing the 15Five platform and services.
Co-creating, updating, and distributing the Outcomes Plan.

COMPETENCIES

Customer Outcomes Focused: Strategic approach that prioritizes and centers around achieving specific, positive results or benefits for the customer. Shifts the focus from merely selling or providing a product or service to ensuring that the customer achieves their intended goals, experiences success, and gains value from the offering. Ability to populate and drive adoption of Customer’s Outcomes Plan
Strategic Thinker: Possesses specific qualities and engages in behaviors that go beyond day-to-day tasks, focusing on the long-term success of both the customers and the company.
Strong Business Acumen & Executive Presence: Utilizes a set of skills and understanding to make strategic decisions and execute initiatives that drive customer success while aligning with the company's overall business objectives. Ability to exude professionalism, confidence, and leadership qualities that are influential and impactful when engaging with senior leadership, both within the organization and among customers.
Self-Direction: Ability and initiative to work independently, take ownership of tasks and responsibilities, and drive one's own success in delivering exceptional service and support to customers.
Collaborator: Working effectively with various internal teams to ensure that customer success is a shared responsibility and achievement within the organization. Driving the mantra of working together toward a common goal of delivering value to the customer and driving overall company success.
Interpersonal skills: Communication (verbal, written and active listening), Relationship Building, Negotiation, Conflict Resolution, Adaptability, Customer Advocacy, Positive Attitude, Time Management

DESIRED EXPERIENCE

2+ years of experience in Customer Success, Account Management, Consulting, or another customer-facing role, preferably in a similar role at a startup with SaaS-based solutions
Experience with success/outcomes planning and holding customers accountable to taking action
Executive presence and ability to influence and challenge executive stakeholders
Deep understanding of value drivers in recurring revenue business models
Ability to work cross-functionally and partner with other departments to best serve the customer
Excellent verbal, written, listening and presentation skills
Familiarity with goal setting frameworks (i.e. the Objectives and Key Results methodology)
Domain knowledge in the performance management space and previously partnering with HR/People Ops stakeholders
Experience with Salesforce.com, ChurnZero, Gong, Slack, and Salesforce.com integrated products

HOW SUCCESS WILL BE MEASURED

Input metrics:
# of logged calls
# of Outcomes Plans Delivered
# of ATL calls logged
Check Ins Completed on time
Output metrics:
Movement in Maturity Model (ie % ARR in level 1+ increases each quarter for Team’s Book of Business)
Hitting and exceeding Team’s Book of Business GRR quarterly goals

About 15Five

15Five is the holistic performance management company. 15Five equips HR teams with a complete platform solution to improve manager effectiveness, drive high performance and engagement, and increase retention. 15Five’s easy-to-use software, coaching, manager training, and community enables HR leaders to continuously measure engagement and performance, and empower managers to drive change.

At 15Five, we focus on building a diverse team that prioritizes inclusivity and celebrates everyone’s unique identity. We are proud of our thriving hybrid culture that supports a remote-first workplace balanced with distributed office hubs, and annual opportunities for all employees to connect in person. We also offer:

- Full Medical, Dental, and Vision Insurance

- Flexible Time Off (minimum 3 weeks off every year)

- Employer paid Short-Term, Long-Term Disability, and Term Life

- 401K with 4% match at 6 months of employment

- Inclusive Benefits Stipend (to help cover some of the gap on medical needs not covered by traditional benefits)

- Paid Parental Leave for birth and non-birth parents

- 15 paid holidays in 2024

- TalkSpace (mental health therapy)

- Wellness Coach App (offers meditation and movement classes, courses, workshops, and panels in a live and interactive setting)

- Best Self Time (2 hours of time each week dedicated to your personal self-care/self-growth/recharge activities)

- Monthly reimbursement for internet

- Sabbatical Program accessed at 7 Years

- We also provide extensive training and development such as strengths discovery and alignment and Manager specific development opportunities

For more information see:

Our Mission, Vision, & Values - https://www.15five.com/about

Our People and Culture - https://www.15five.com/about/careers

Diversity, Equity, Inclusion, & Belonging - https://www.15five.com/deib

Our Personal & Professional Development Resources - https://www.15five.com/resources/content-library

Reading over the role description and feeling like you don’t check every box? That’s okay; if you think you have what it takes but don’t necessarily meet all the criteria, please apply—you could be exactly who we are looking for!

15Five follows equitable hiring practices. Our compensation programs are designed to attract, motivate, and retain talented employees who are highly engaged, high performing, and have an exceptional impact on the business and our customers.

The base salary range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the role across all US locations. We benchmark all roles for compensation in ranges relative to the top half of the market of similar tech companies using up-to-date market data. Within the range, individual pay is determined by budget allocated for the role and additional factors, including job-related competencies and skills, experience, and relevant education or training. Please note that the compensation details listed in US job postings reflect the base salary only, and do not include bonus, equity, or benefits. The US new hire base salary range for this full-time role is $93,500-$102,000 + bonus or commissions + equity + benefits.

Note that base salary ranges are reviewed each year based on up-to-date market data, and team members who are performing are eligible for a merit increase, budget permitting.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

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