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Customer Success Manager, Velocity

New York City, NY or San Francisco, CA

At Merge, we revolutionize the way B2B companies integrate. Unfamiliar with the integration problem? The average company expects to spend hundreds of hours a year integrating with dozens or more vendors. Alignment between sales, partnerships, product management, design, engineering, and customer success (a lot, right?) is absolutely critical — and a major headache. Integrations are a to-do that goes on and on.

Our Unified API empowers developers to offer integrations with hundreds of platforms instantly. Now we’re hiring for you: an ambitious leader ready to help build, design, and support enterprise-grade software scaled to millions of users.

Merge is looking for a Customer Success Manager to help lay the foundations for repeatable and consistent revenue growth. You should be driven, adaptable to change and creative as you help us test out new ideas and find what works in the pursuit of building a truly customer-centric process. This is a fantastic opportunity to play a key role in an organization that cares deeply about delivering an exceptional customer experience.

What you will do:

  • In the role, you will work directly with technical stakeholders at our customers to escalate and resolve issues and challenges swiftly and effectively
  • You will manage our customers' post-sales journey from onboarding to renewal and collaborate with sales and technical services to ensure customers are adopting Merge and that we are properly supporting their use cases
  • Your goal will be to ensure customer satisfaction as a whole, enhance customer experience working with Merge, and play a key part in supporting customer contract renewals

The ideal candidate will have:

  • A minimum of 2+ years of experience working in a Customer Success or Account Management function with highly technical software products.
  • Experience working with SMB SaaS customers as well as technical customer stakeholders.
  • A background and passion for advocating on behalf of your customers - this role should act as an extension of our customers' team within Merge.
  • The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, product, etc.
  • An entrepreneurial mindset - this is a new team at Merge where you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve this customer segment

Compensation:

  • The cash compensation range for this role is $105,000-115,000 OTE, split between salary and variable compensation.
  • Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, and certifications. In addition to cash compensation, all full time employees receive an equity compensation package

Benefits

  • Unlimited PTO + 10 company holidays
  • Pre-Tax commuter benefits
  • 100% covered health, vision, and dental insurance 
  • 401K Plan
  • $200 one-time home office stipend
  • In office snacks and free dinner when working past 7pm

Merge is an equal opportunity employer, and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected class.

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