Customer Success Manager

About FURTHER

FURTHER is the leading AI-powered customer acquisition platform for senior care and healthcare organizations. Our digital experience platform and sales automation solutions make it easier for consumers to buy and easier for sales teams to sell, increasing conversion rates and driving incremental revenue for our clients. FURTHER is the only data platform in the industry that connects first-party marketing and sales data, making it easier for client marketing teams to be data-driven. FURTHER works with over 4,500 care communities and delivered $1.5B of revenue to our customers in 2023.

The Role

The Customer Success Manager will play a critical role in the success and growth of FURTHER through the retention, expansion and growth of the existing customer base. Customers will sign, stay and grow with FURTHER not just because of the value that they get from the platform but because of how the FURTHER Customer Success team partners with their customers and serves as an extension of their teams. The Customer Success Managers at FURTHER will report to the Head of Customer Success and will work closely with the Support, Product and Sales teams.

The number one priority of a Further Customer Success Manager is customer retention, and you will achieve this through the following areas:

- Customer service: this is a service-oriented role versus a quota-bearing one. Building and developing relationships with a variety of personas is a critical part of the job. You are savvy, caring, professional, and empathetic.

- Product expertise: as an expert in the Further platform, you are technically astute and create product-based solutions. You build trust and credibility with your customers and become the go-to person for all things Further.

- Consultative approach: you connect the dots between customer problems and technology solutions, and proactively strategize with your customers. You are curious, break down walls, work cross functionally to solve problems, and surface “what is possible”.

- Experimentation and data analysis: you understand the power of data and iteration when driving high-level business outcomes. You don’t shy away from the unknown and demonstrate a propensity to act through experimentation and gain real world data versus theorizing and over-planning.

- Self-starter in a startup environment: you work well autonomously, and don’t need comprehensive support or infrastructure to learn, grow and thrive. You’re looking for opportunities to grow, and don’t hesitate to roll up your sleeves and make an impact by wearing multiple hats.

The Customer Success Manager reports to the Vice President, Customer Success, and will work cross-functionally with other customer-facing teams including Sales, Solutions Architects, and Customer Support.

What You’ll Own

- Own responsibility for retaining a book of business comprising of mostly segment-specific customers (enterprise or mid-market).

- Be the customer’s main point-of-contact and collaborate with internal stakeholders like Sales, Solutions Architect, and Customer Support.

- Collect and track customer-specific business goals and strategies, and provide expert guidance to customers how to drive results using Further’s platform and industry knowledge.

- Build a culture of continuous improvement through iterative, methodical product updates by using a data analysis and experimentation methodology.

- Deliver world class customer service through rapid communication, proactive and strategic consultation focused on customer needs, and creativity to do as much as possible for the customer while eliminating unnecessary communication.

- Serve as a product expert with an ability to drive feature activation by introducing new product capabilities, providing usage and configuration recommendations, and capturing feedback as feature or bug requests.

- Identify and highlight Further-specific successes customers achieve through the use of the Further platform.

- Lead prospects and customers through pilot programs of Further’s core products and new feature releases with a focus on speed and education.

- Manage all aspects of the customer lifecycle and key data points including feature activations, internal architecture, communications, etc. in the Vitally.io customer success platform.

- Employ an accountability mindset for all responsibilities when working with, but not limited to, customers, other CSMs, and cross-functional partners.

What You’ll Bring

- 5+ years working in a customer-facing role, such as Customer Success Manager, Customer Success Engineer, Solutions Architect, or Customer Support, in software

- Experience servicing mid-market and enterprise customer bases with a minimum ACV of $75K

- Experience understanding a software platform’s capabilities at a feature level including areas such as intended usage, configurability, best practices, and gotchas, as well as the ability to identify enhancements that would better serve customer’s needs or non-standard, novel uses

- Experience connecting high-level business goals and feature-level product capabilities to drive successful business outcomes and improve product adoption

- Experience analyzing data sets to assess performance over a period of time, draw accurate insights and findings, and communicate to technical and non-technical audiences. Pivot table familiarity in tools like Microsoft Excel or Google Sheets is required.

- Experience leveraging written and verbal communication skills like code switching to communicate and build relationships with technical and non-technical audiences.

- Experience applying a customer service mindset with a focus on always contributing business value in every interaction while reducing customer effort to deliver above-and-beyond experiences

- Experience applying a growth mindset that aims to consistently deliver results while also always seeking opportunities to improve or deliver more; focus areas of particular interest include customer value, product enhancements, and team collaboration.

- Experience dealing with change and on-going prioritization based on the changing needs of the customer base and team. Autonomously seek clarity where it doesn’t exist in a fast-paced environment that is common in rapidly growing, software startup companies.

- Limited travel (once every quarter or half year) for customer or company events

- Strong organizational skills and attention to detail

Bonus Points

- Experience with B2B or B2B2C SaaS products

- Experience servicing a vertical-specific product

- Experience as a Digital Marketer or working with Digital Marketers

- Experience working in an early stage (seed, Series A) software startup

- Experience with SQL

- Experience with data analytics platforms like Mixpanel, Amplitude, etc. or BI tools like Metabase, Tableau, etc.

- Familiarity with Senior Living, Healthcare, or Real Estate industries.

- Experience working in a fully remote work environment.

Compensation Band

Our openings span more than one career level. The starting salary for this role is between $140,000 and $ 160,000 USD OTE.

- $60k bonus/variable

- $80k-$100k base

The provided salary depends on many factors, such as work experience and transferable skills, business needs and impact, and market demands.

Equal Opportunity Employer

We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you’re a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.

FURTHER is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. FURTHER considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. FURTHER is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.

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