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Mid Market Customer Success Manager

Remote

Remote in the US

Do you obsess about how to improve your product adoption and customer health? Love solving problems and find joy in educating others? Yup, we are definitely looking for you!

We’re looking for an individual who has a demonstrated ability to develop fantastic relationships with our customers and to be a true advocate. You’ll establish deep knowledge of the customer's business and bring insights on how they can best achieve ROI. We want our customers to know and love the Truepic product so much that it changes how they do their jobs. We need people to live that fight on the front lines, educating, supporting and working alongside our customers.

If you’re a self-starter with an entrepreneurial spirit and a technical aptitude, you’ll fit right in. We’re hiring A players - just the absolute best. We’ve got an incredible opportunity in front of us, a team cranking to execute, and we need someone else to help us get there. If you’re down to put in some hard work and want to make a difference, this is the place for you.

Responsibilities: 

  • Work alongside our Director of Customer Success to develop strategies for your book of accounts
  • Onboard new customers with a focus on establishing time to first value rapidly
  • Drive and manage the renewal process
  • Develop best practices for customers to help improve adoption and engagement
  • Identify trends in adoption and utilization across the customer base and provide guidance to help customers maximize value
  • Identify blockers to key customer milestones like successful onboarding and product usage in order to promote and drive solutions
  • Establish a trusted advisor relationship that works to ensure customer’s overall satisfaction with our product
  • Stay on top of any major changes within their customer’s organization to be able to effectively help manage the change and develop the relationships as necessary
  • Participate in the execution of departmental strategic initiatives and projects

Qualifications:

  • 3 - 5 years of experience in a Customer Success role 
  • Technical prowess with SaaS products; comfort in breaking down software for a largely non-technical audience 
  • Experience working in a startup and comfortable with change
  • Self-starter who works independently and proactively
  • Capable of effectively communicating with both internal stakeholders and clients
  • Excellent time management and being able to handle multiple deadlines simultaneously
  • Strong presentation and consultative skills
  • A GSD attitude and the willingness to change processes and methods as we evolve
  • You appreciate and welcome client feedback and are excellent at expectation management
  • Bonus points if you also have.. 
    • Fearlessness with a willingness to try new ideas, concepts, and be wrong (but definitely learn from the experience)
    • An unabashed desire to work with A players and an unwillingness to compromise
    • A "can do" attitude and a history of delivering superb work again and again
    • Ability to work at a fast-paced company where the feedback cycle is measured in hours rather than weeks
    • Experience managing a higher volume of accounts (70+ accounts)
    • Familiarity with change management practices, change communications and process re-engineering
    • Knowledge of and the ability to communicate with customers on things like API integrations
    • Experience with Gainsight, ChurnZero, or Catalyst

Who we are:

Truepic is a Series B startup backed by Microsoft, Adobe, Sony and Hearst.  Our team is fully distributed which means we place a heavy focus on outcomes and value trust, transparency, and autonomy in the way we operate. Truepic provides two critical services for maintaining order and authenticity in the era of AI:  securing and verifying images at the point of capture with our Vision and Lens products, and creating transparency across the internet through the Sign and Display of digital content.

Not only is our technology proprietary but we’re building a strong community at the forefront of the image authenticity movement.  As founding members of the Coalition for Content Provenance and Authenticity (C2PA), we’re working alongside companies like Intel, Microsoft and Adobe to develop a set of technical standards for certifying the source and history of media content.  Our controlled capture technology is the world’s first C2PA compliant camera which sets a new standard for how we consume and accept images across the internet. We also created the world's first openly digital transparent Artificial Intelligence video to highlight the need for transparency within all digital content, including the Generative AI space.

Diversity and Equality:

Truepic is an equal opportunity employer, meaning all applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.  We ensure that all individuals with disabilities are provided reasonable accommodation to participate in the job application and interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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