Customer Success Manager, Scaled

We're looking for a Customer Success Manager (Scaled) to join our team at SafeBase. In this role, you will play a crucial role in ensuring successful outcomes at scale. A an early member of the team, you will have the opportunity to help build and refine SafeBases’ Customer Success organization and define the scaled customer motions to drive activation and retention.

What You'll Do:

• Ensuring customers can fully onboard onto SafeBase in under 30 days.
• Identify areas of opportunity where we could automate and scale touch points along the customer journey (e.g. onboarding process)
• Acting as a trusted advisor by providing strategic guidance on leveraging our product for maximum impact.
• Hosting and facilitating 1:many training sessions and workshops.
• Identifying trends for common customer challenges and proactively suggesting ways to address them.
• Engaging 1:1 with customers at critical points in the customer journey to ensure adoption and success.
• Partner with Account managers by flagging at-risk accounts, providing customer insights, and surfacing expansion opportunities
• Navigating through ambiguity as we continue to build and refine the scaled customer success segment.
• Lead renewal and upsell conversations, addressing pricing and contract terms as part of the discussion. Driving the process to ensure a successful and timely outcome by obtaining the necessary signatures and documentation.

Experience We're Looking For:

• Proven experience (3+ years) in a customer success or account management role, particularly with SMB customers and high volume (100+ customer book).
• Active listener & exceptional customer-facing and internal written and communication skills
• Strong communication and presentation skills, with the ability to articulate complex concepts clearly.
• Comfortable challenging customers and driving conversations around product optimization.
• Exceptional project management and time management skills.
• Desire for ownership and growth in the role over time.

Preferred Experience:

• Previously worked at a high-growth SaaS startup
• Experience with today’s most popular customer success and support applications
• Experience with Slack, Chili Piper/calendaring software, CRM Systems,Notion
• Security background is highly valuable, but not required

Job descriptions are just a description. SafeBase is full of curious optimizers, which is why we value unique experiences, abilities and opinions.  If this role sounds like your next adventure, but you don’t feel entirely qualified, apply! We value candidates who own it, and if you’re relentlessly resourceful too, you might be exactly who we are looking for. 

Remote @ SafeBase

We believe that working remotely shouldn’t cause any barriers to a great employee experience, so from onboarding to day to day operations, when you work remotely at SafeBase your colleagues and leaders are only as far as a *virtual* tap on the shoulder away. Our roles require 10% travel as we like to meet yearly for collaboration. 

Core Values

Customer-First: We prioritize our customers over the long term and value our reputation above short-term gains.
Extreme Ownership: We take pride in the quality of our work and the success of the company. We take accountability and act like owners, not renters.
Hunger: We find ways to get more done with less, ruthlessly prioritizing to operate with the necessary speed without sacrificing quality.
Win and Fail Together: Our combined success relies on effective communication, collaboration, assuming best intent, and a culture of continuous learning.