Who you are

• Have 5+ years of Customer Success experience in a similar SaaS environment
• Consider yourself more on the 'technical' side of Customer Success - you're who your peers would ask to build complex models, test a new AI/Productivity software, and are comfortable with Excel/Sheets (or another) formula language
• Builds strong relationships with people, understands their needs and goals, identifies creative solutions, and manages action items through to completion
• Searches for reasons and causes
• Can synthesize quantitative and qualitative data, make data-driven decisions, and use (sometimes incomplete) data to identify gaps and opportunities
• Has a proven track record of delivering high customer satisfaction and retention
• Actively advocates for customers, working cross-functionally with PMs, engineers, marketers, and others to delight customers and help them meet their business goals while empathizing with other teams’ processes and priorities
• Relentlessly sets aggressive short- and long-term goals and possesses a strong internal drive to achieve them
• Identifies ways to create new leads and other sales opportunities within existing accounts. Has experience working with various stakeholders, from senior executives of large companies to end users
• Actively contributes to voice customer initiatives, provides customer feedback to other teams, aids in prioritization, and follows through to resolution
• Uses systems (e.g., CRM) to track all customer-related activities and deliverables, pipeline management, and revenue projection
• Works to realize business value and expand customer relationships through deep knowledge of customer needs rather than a feature list
• Has a demonstrated ability to work independently with minimal guidance, proactively manages tasks and priorities across multiple projects, analyzes and executes work efficiently, collaborates effectively with cross-functional teams, and thrives in fast-paced, results-driven environments
• Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable
• Is inspired by our MOVE principles: move fast and learn faster; obsess about creating customer value; value impact over activity; and embrace healthy disagreement rooted in trust

What the job involves

• As a Customer Success Manager, you'll play a key role in driving product adoption and ensuring that your accounts fully realize the value of their investment in Coda
• Joining a dynamic team of Customer Success professionals, you'll help shape the future of customer success by combining proven strategies with innovative digital tools to create a seamless, end-to-end experience that guarantees our customers achieve success with our platform
• Collaborate with senior decision-makers to demonstrate the value of their decision to use Coda
• Own the responsibility for driving adoption and ensuring high retention across a growing portfolio of emerging Coda accounts
• Establish yourself as a trusted advisor, helping clients develop a clear, actionable plan to achieve their business objectives
• Lead regular account reviews, providing valuable insights and metrics to ensure customers understand the maximum benefit from Coda
• Build and manage feedback loops to capture insights that will influence the development of Coda's product roadmap
• Contribute to content and process improvements across the customer lifecycle to continuously improve the customer experience

Benefits

• Support for professional development with training, coaching, and regular feedback
• Global, local, and team-specific events and programs
• Catered lunches
• Gym and recreation stipends
• Admission discounts
• Work from home opportunities
• Medical, dental, vision, financial, and other benefits, as well as equity
• Support to set up a home office
• Ample and defined time off
• 401(k) matching