Customer Success Manager - NAMER

Customer Success Manager (SaaS / Cloud / Start-Up Ecosystem)Austin, TX / Hybrid - $120,000 to $140,000 OTEAbout the roleAs VeUP begins to globally scale and expand our customer base, we are looking to build out a “best in class” customer success function to deliver value to our customers and support the VeUP vision.Reporting into the Head of Customer Success & Services, the Customer Success Manager (CSM) will support the build out of the new Customer Success function and help embed customer success as an organizational imperative. In this role you will play a key role helping execute our new Customer Success strategy that ensures a smooth transition from sales to driving long term engagement and value delivery through services engagements. This will be done through a consultative approach where you become a trusted partner and drive value that positively changes the arc of their business success.You will design and build out our CS processes, playbooks, customer education and content strategy; and play a key role as the voice of the customer that feeds our continuous improvement and customer insights programs. Your role involves the essential customer facing role along with coordinating various internal functions, practices and select 3rd party partners.Looking forward, we want the VeUP customer success model to be something that we can design, build, operate and potentially transfer into a future service offering.Key responsibilities include:Support the design and implementation of new customer processes, automations, and drive adoption to enhance our customer's experience.Create and build out playbooks across the various customer stages, segments and service offerings.Be the voice of the customer. Work with founders - and their teams - multi-threading, to really know our customers, their business, their pain points and objectives. Feeding this back into the wider VeUP business to ensure we can support them.Work with the broader GTM pod to proactively drive account planning and success plans activities across our customer base and introducing the broader VeUP Services portfolio and curated partner ecosystem at the right time to maximize value delivery, realization and acknowledgement.Working alongside the VeUP Sales and Services teams to introduce and collaborate with them on customer opportunities.Collaborate across sales, marketing, product, services and operations to ensure the customer voice is heard loud and clear and that our collective efforts are directed towards delivering customer outcomes.Provide actionable insights and reports on customers KPIs that supports our mission to empower startups in scaling their business.Collaborate closely with the operations team to improve our data quality, and help gather insights that enhance the VeUP customer journey and support our strategic endeavors.Curate relevant third-party content e.g. industry news and best practices to provide additional value to customers.The Ideal CandidateYou will have extensive experience in establishing customer success functions, particularly in early-stage ISVs/SaaS or consulting/professional services firms. You are interested in leadership roles, potentially managing a team of CSMs. Commercially savvy, you should excel in uncovering client needs, collaborating with Account Directors to generate business opportunities. You should demonstrate a commitment to personal and professional growth, taking ownership of improving internal operations for enhanced customer experiences. Experience with diverse customer bases and cross-functional collaboration is key. You will thrive in dynamic startup environments, displaying initiative in problem-solving and adaptability to ambiguity. Strong analytical skills are essential, enabling them to distil complex data into actionable insights and effectively communicate findings. Previous experience in early-stage startups and a passion for staying updated with Customer Success trends are advantageous. Overall, a genuine passion for Customer Success should underscore their professional ethos.You will be joining VeUP at a really interesting time. Like our clients, we are in hyper scale up mode globally. Unparalleled career opportunities, ongoing learning and development opportunities and mentoring and coaching from ex-founders and highly experienced professionals in your field can be taken as a given.About usEstablished in 2022, VeUP is a results-oriented global team of former startup founders, cloud and technical experts, go-to-market specialists, venture capitalists, and business operations leaders. We have built a global team of industry experts that are aligned by one goal: to help startups scale UP.As experienced tech founders ourselves, we understand that startups can use help on their scale UP journey. VeUP’s unique business model enables us to surround tech startups with a limitless range of value-added services, at costs that startups can actually afford. VeUP has thoughtfully combined unparalleled expertise, services, and infrastructure under one roof.Our rapidly expanding global team is currently building out locations in UAE/Abu Dhabi, London and Austin. As part of a holistic founder friendly approach and service, we have a unique opportunity to offer a range of products and services to SaaS and ISVs the world over.Additional DetailsYour package comprises a base salary ranging from

$100,000 to $115,000 and a bonus target of 20% . Additionally, you'll benefit from an available 401k plan, 15 days of PTO (not inclusive of other holidays), and fully paid employee health, dental and vision premiums.Currently this role is remote, but it is our intent to establish an Austin based office near the end of 2025 and a hybrid working philosophy.For applications, kindly forward your resume to Andrew Johnson.

#J-18808-Ljbffr