Digital Customer Success Manager

Hi! Before diving into the job details, let's give you some context on who we are and what to expect when joining the team.

Typeform has seen significant change since it was founded 10 years ago. We’re expanding from a small Barcelona-based business to a truly international and remote company. Our vision is a world of more personal business relationships. We believe we can create that world by living our mission: To bring people closer with better conversations.

To do so, we look for people who are curious, ready to own their objectives, and passionate about taking organizations to their next chapter. But we are aware it’s not for everyone, our environment is perfect for those willing to become a change agent and roll up their sleeves to build our rocket ship.

About the Team:

The Customer Success Team is focused on helping Enterprise customers explore what’s possible with Typeform and VideoAsk. We walk alongside our customers through onboarding and adoption to nail their original use case, and proactively add value through renewal and beyond.

Ultimately, we believe Typeform and VideoAsk can empower our customers to build meaningful relationships with their team members and customers alike. That mindset drives us as we seek to enable mission critical processes for our customers, and maintain a strong core relationship

About the Role:

As a Digital Customer Success Manager, you will be primarily responsible for partnering with the majority of Typeform’s Enterprise customers as a consultant-at-scale. Part consultant, part project manager, you’ll work with new customers who have purchased our entry level Enterprise plans, as well as some existing customers that have upgraded into an Enterprise plan. Using ChurnZero, Salesforce, and a few other tools, you’ll proactively identify opportunities for these customers to expand their use of Typeform, and continue their partnership with us after renewing. You’ll be a great fit for this role if you love analyzing data, find satisfaction in iterating on and improving processes, and enjoy working with customers but prioritize efficiency and communicating at scale.

Here's some of what you’ll be doing:

• Utilize one to many communication strategies to drive end user engagement, maximize product adoption and deliver proactive renewal reminders
• Use ChurnZero to monitor customer health, usage metrics, and progress
• Connect with and assist customers when they fall out of engagement cadences
• Collaborate across teams (Sales, Support, Customer Lifecycle, Community, Marketing) to ensure a smooth journey,
• Identify and share feedback with those same teams to ensure we have the right content in place to drive revenue and engagement at scale.
• Iterate on the tech touch program by developing cadences of value-driving “tech touches” across the customer journey: onboarding, adoption, impact, expansion/renewal
• Partner with customers at key moments in the customer lifecycle to develop a thorough understanding of their needs and coach them on how to use Ramp to reach their desired objectives

About You:

• 2+ years of relevant work experience in SaaS
• Just as comfortable communicating 1:1 in an email as you are 1:100 on a live webinar
• Easily builds rapport with customers and team members
• Process-driven and analytical
• Ability to breakdown and communicate technical terminology in a non-technical manner
• High level of discipline; a self-starter who holds herself/himself accountable to exceed expectations
• A passion for delivering the highest level of service
• Natural curiosity
• A team-focused, collaborative instinct
• Flexible, open to change, and a sense of humor never hurts!

These would be great:

• You have worked with ChurnZero (or similar tools in the past)
• Experience in a tech-touch CS motion is a plus
• You have experience working with cross-functional teams/departments

We're now a remote-first company. You'll be made to feel at home from the first moment, thanks to our thoughtfully designed remote onboarding. You'll get a $1,000 one-off payment to kit out your home office, plus $120 per month to cover any extra expenses. Other benefits include flexible working hours, a learning and development budget and private health insurance.

To fulfill our vision (Bring people in) and mission (To bring people closer with better conversations), our 500 remote Typeformers from 55 different countries come together to live up and deliver on that promise.

In addition to being a validation of what we've built, our recent $135 million Series C funding round will fuel us to accelerate our product development, nurture emerging technologies, expand headcount, and deepen strategic partnerships across our platform with this investment. Why? Simply because 89% of companies say online is their principal customer interaction channel. Yet, only 34% of companies treat customers as unique individuals.

Are you ready to join us and make a difference?

Today, more than 2.5M people from all over the world use Typeform. We celebrate the diversity of our customer base, and we want our employees to reflect those differences. At Typeform, we’re committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We strive to be a more equal opportunity workplace.