Customer Success Manager

San Francisco, CA

Join the Talkable Team and help drive value for our customers through our referral programs!

Talkable is the leading referral marketing platform, helping e-commerce businesses acquire new customers and increase sales through powerful Refer-a-Friend campaigns. Our mission is to spread innovation and help great companies grow. Talkable is changing the way e-commerce companies acquire and retain customers, through one of the most powerful marketing tools – referrals. The company builds refer-a-friend programs that allow businesses to acquire new customers through the endorsement of their friends and family, shared via email, SMS, and other social channels.

What we offer:

  • The opportunity to work at the leading referral marketing company and contribute to our next phase of growth.
  • The opportunity to forge your own path and work on projects you're interested in.
  • The chance to make your voice heard. We're always open to new ideas and feedback.
  • A group of talented (and fun!) peers.
  • A culture of total transparency. At Talkable everyone knows the company goals, revenue, and progress across all departments.
  • A commitment to social responsibility — we volunteer as a team at least once every quarter.
  • A generous stock option package, unlimited paid vacations, and sick-leaves policies, 401(K) plans, medical/dental benefits.

Responsibilities:

  • You will manage a book of business with a focus on revenue growth and retention while providing an exceptional customer experience. Our mission is to be “the greatest customer success team in the Digital marketing industry”.
  • You will execute all phases of a customer’s experience with Talkable post-launch, including communication, project management, and negotiation of renewals and upsells.
  • You will develop, execute, and maintain strategic account plans and deliver quarterly client check-in calls to drive business value and ensure a long term partnership.
  • You will build trusted relationships within key accounts and work to create customer advocates that can be leveraged as references to drive new business.
  • You will be consultative in your approach with customers, helping define their success metrics and KPIs to track against across quarters.
  • You will partner with Campaign Managers to set up a success plan for accounts over an initial 90 day pilot period and for subsequent renewal periods to drive long-term success.
  • You will work closely with Sales to identify revenue opportunities through contract expansions and upsells.
  • You will evangelize new product features and work with our Product team to enable a feedback loop to constantly improve upon our product and processes.
  • You will be responsible for the creation of collateral and playbooks to share with customers and encourage the adoption of Talkable best practices.
  • You will conduct periodic customer health-checks and proactively escalate at-risk customers to ensure internal visibility.

Qualifications:

  • 3-5 years of working in a Customer Success or Account Management role.
  • Quick learner who is able to juggle and complete multiple priorities and projects (internally and externally) in a fast-paced environment.
  • Standout communication skills through written, verbal, and nonverbal methods with excellent presentation abilities.
  • Able to think critically about the customer’s needs and provide detailed input and feedback on how to achieve their goals.
  • Resourceful and creative problem solver who is able to transcend limited resources in order to arrive at a solution.
  • Able to identify and communicate success metrics and drive improvements across both clients and internal processes.
  • A strong customer focus and understanding of customer needs whilst also having the acumen to prioritize feedback for constructive feature requests.
  • A track record of creating significant impact for your customers.
  • Excellent time management and organizational skills with strong attention to detail.
  • Positive, self-motivated, and a true team player.

Will be a plus:

  • Experience working with a SaaS company.
  • Experience using Salesforce.com.
  • Marketing background.

About Talkable:

Talkable is a Y Combinator backed company that offers a best-in-class referral marketing platform. We empower our clients to generate new customers and increase sales by harnessing the power of referrals. Learn more at www.talkable.com.

Fine Print:

We offer competitive salaries, 401(K) plans (US only), medical/dental benefits (US only), PTO, paid holidays, and equity compensation. Talkable is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

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