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Customer Success Manager

New York City

This role is based in our New York City office.

About us: 

Templafy is the leading AI-powered document generation platform for companies with a need to create accurate, compliant, and on-brand documents with maximum efficiency and ease. Accessible directly from applications like Microsoft Office, Google Workspace and Salesforce, Templafy is trusted by more than 800 industry leading enterprises, including KPMG, IKEA, and BDO. Our platform simplifies document workflows and eliminates the complexity and risk associated with the content creation process.

Founded in Copenhagen, Denmark, in 2014, Templafy’s success is built by our 60+ employee nationalities found at offices around the world. We believe that when people feel valued, heard, and empowered, they perform at their best—creating fulfillment for all. Our unique product and dedication to innovation, diversity, and excellence have raised over $200 million in funding from top investors like Insight Venture Partners, Seed Capital, Dawn Capital, Damgaard Company and Golub Capital.

What you'll do:

Customer Success at Templafy is responsible for guiding customers along the value realization path, ensuring they receive positive ROI on their initial use case and paving the way for expansion to new business units and new use cases. CS is held accountable for our Gross Retention Rates and Net Retention Rates. We aim to deliver an excellent enterprise customer experience, responsive to needs and proactive with strategic advice. This requires a deep understanding of our customers’ businesses and how Templafy can drive positive business outcomes towards cost savings and revenue generation. It also requires genuine relationship-building such that internal and external stakeholders are keen to spend time with you and meet your requests.   

What you can Expect:  

As a Customer Success Manager, you will fully own your portfolio of ~30-40 global enterprise customers. This means being accountable to your own GRR and NRR. You will report to our Customer Success Lead, North America who in turn reports to the Global VP of Customer Success and  work closely with internal stakeholders across Account Management, Solutions Engineering, and Technical Support to achieve your goals. 

You will become a trusted advisor to your customers, helping them to fully adopt and realize the current and future value of the Templafy solution. You will focus your time and attention on identifying, delivering and proving positive business outcomes (PBOs) for your customers.   

Responsibilities:   

  • Be empowered to make key decisions about your customer portfolio to meet and exceed GRR and NRR goals  
  • Demonstrate ongoing curiosity about our customers, their ways of working, and their pain points, to (re)establish value-oriented Positive Business Outcomes (PBOs)  
  • Execute on the delivery of the Templafy solution to achieve PBOs  
  • Develop impactful champions within customer organizations, guiding them to “sell” the PBO story internally to other key stakeholders and economic buyers 
  • Partner with the Account Management team to develop and deliver long-term account plans for retention and expansion into new use cases and new business units 
  • Reliably identify at-risk customers and implement proactive measures to address their concerns and ensure satisfaction 
  • Collaborate within the CS team, sharing best practices and learnings proactively, including being in-office a minimum of 3X per week 
  • Occasional client calls/travel outside of traditional work hours (to accommodate global client time zones) 

Desirable Skills, Knowledge And Experience:  

  • Bachelor’s degree required 
  • 4+ years of work experience required, with 2+ years of B2B Customer Success or Account Management experience 
  • Experience engaging with and presenting to external senior-level stakeholders (VP and above) at Fortune 500 companies 
  • Ability to prioritize, multi-task, and perform effectively under pressure 
  • Self-motivated with a business-oriented and customer-focused mindset 
  • Exemplary communication, presentation and client engagement skills 
  • Experience with Salesforce preferred 

Compensation: 

Base Salary: $96,000-$112,000 USD. OTE: 120,000-140,000. Exact compensation may vary based on skills, experience, and location.  

Templafy is a workplace of belongingness. To us this means that you have a voice, you dare to speak up, and your voice is heard. We focus on offering an environment that allows all employees to feel that they belong regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or other status.

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