At Bitly, we believe in the power of the link or scan - to start a conversation, build a relationship or grow a business. Our mission is to turn every interaction into a catalyst for connections. It’s what motivates us to help people share, promote and engage everywhere on the Internet. We do this by being relentlessly product-focused, fostering the free-flowing exchange of ideas, and inspiring people around the world to dream up new ways of using Bitly.
The Role
Senior Customer Success Managers align Bitly’s services to customers business needs and objectives. You will be responsible for managing all aspects of the customer relationship driving exceptional customer experiences, product adoption, customer retention/renewals and account growth. As a key partner to the sales team you will continually enable additional upsell opportunities. You will work collaboratively with legal to help facilitate and resolve contract related negotiations. This role is based in the US (SF, NY, Denver or remote).
The ideal candidate is a strong team player and collaborator with a passion for driving a top-notch customer experience and building exceptional and long-lasting customer relationships.
What You'll Do
- Exceptional relationships:
- Become a trusted advisor to key customer stakeholders and executive sponsors to fully understand business strategy, technical environment and measures for success
- Own all aspects of the customer relationship, including renewals, account growth, product adoption & utilization, ROI, and customer satisfaction
- Lead account reviews with customers to keep them informed of product features and enhancements
- Own all aspects of the renewal process including contract and commercial negotiations with the support of the legal team
- Serve as customer advocate and liaison while effectively collaborating with internal cross-functional teams, such as product management, sales, marketing, legal, engineering and finance
- Commercially astute:
- Set, measure and achieve or exceed client retention and upsell/cross sell quotas
- Accurately forecast renewal, upsell and cross sell pipeline through effective proactive account management
- Identify and pursue client upsell opportunities, within and outside of their existing use case, to grow your book of business. Where appropriate, partner with sales on strategic deals
- Anticipate at-risk accounts to mitigate retention risk through client action plans and training
- Drive Adoption:
- Continuously drive product value and ROI by strategically advising clients on Bitly product features
- Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
- Remain current on industry news and current events understanding and proactively identifying impact on customer decisions and strategy
- Process
- Make Bitly the best in the business by continuously improving processes in the Customer Success organization and when needed, assisting to train new hires
- Take the initiative to document best practices and sharing successes with the team
- Document all customer interactions, tasks and goals in Gainsight
Who You Are
- Minimum of 7 years customer-facing experience, preferably in a SaaS or subscription business
- Customer-first mentality and talent for building strong relationships
- Experience working cross-departmentally (with sales, front-line customer service, product, engineering) to serve the needs of customers
- Experience managing $2M+ annual recurring revenue client book
- Experience using Gainsight and Salesforce or similar CRM software
- Ability to prioritize and manage expectations within a fast-paced environment
- Excellent written and verbal communication and presentation skills
- Demonstrated experience and passion for social technologies and SaaS space
US Employee Benefits
- Competitive Salary + Stock Options
- Comprehensive and competitive medical, dental, and vision insurance (all LGBT friendly)
- 401k with up to 4% employer match
- One Medical membership: Doctors you can text, call or email 24/7 and receive access to expert insurance guidance
- Wellness reimbursement program
- Partial cell phone service reimbursement
- Voluntary LegalShield for legal services and IDShield for identity theft protection
- Unlimited vacation, personal time, and flexible work from home policies
- Full support for remote work during COVID-19, including a $500 home office and separate WiFi stipend
- Generous parental leave policies; maternit