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Customer Success Manager at Heap
San Francisco, CA, US
Our strong customer relationships are a major reason why companies choose Heap as the source of truth for all of their customer data and why our customers love us so much.

We’re looking for someone to join our Customer Success team to help manage our ever-growing book of business. This is a hybrid role combining technical account management, analytics strategy and product thinking.

As one one of our Customer Success Managers, you will:

Deliver business value. As the dedicated point of contact, you will ensure that Heap is delivering business value and make companies actually care about data.
Own the entire customer journey. You will guide customers through implementation, onboarding, business reviews, renewal and anything that comes in-between.
Retain and expand our book of business.You’ll achieve high customer retention and find new opportunities for expansion by partnering with Account Executives win/win strategies for account plans.
Form close relationships with our customers. Our customers will consider you part of their team.
Become more knowledgeable about analytics infrastructure than anyone else. You will have complete context on our product and become an expert in the larger analytics space.
Communicate technical concepts clearly. You will convey sound data principles to a wide-range of audiences: product managers, marketers, data scientists, engineers and C-level executives.
Advocate for the best customer experience. Internally, you’ll serve as the voice of our customers when defining product requirements with engineers or helping marketers educate the world about analytics.
Constantly iterate on our process. We still have much to learn about Customer Success Management at Heap and we want to improve our process at each step of the customer lifecycle.
Be ready for anything else. You’ll work cross-functionally and manage special projects internally to help Heap scale as fast as possible.
Within your first few months, you should should expect the following:

30 days: Learn how to answer any customer question, be familiar with Heap solutions, positioning, competition, and product suite. Internalize Heap success stories, our systems and our processes. You’ll shadow every possible sales and customer success meetings with existing clients.
60 days: Begin to take on your own portfolio of accounts and lead onboarding processes for new customers. Become fluent in their history, their goals with Heap, and define a plan to make these accounts successful.
90 days: You’ll be fully ramped and executing against your portfolio of customers. You’ll have ownership over the engagement, retention, and growth of these clients.
Most importantly, you’re an empathetic person who is comfortable with ambiguity and is an incredibly fast learner. As a strategic advisor for our customers, you’ll face novel situations and provide expertise on different topics every day.

You'll need to have:

Multiple years of experience in a consultative customer facing role (management consulting, technical account management, customer success management, etc.).
Proven track record of leading strategic engagements with customers resulting in contract value growth.
Experience with HTML, CSS, JS, SQL and working with various APIs.
(Bonus) Knowledge of the analytics market and data infrastructure.
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