Customer Success Manager

DESCRIPTION OF THE COMPANY

It’s an exciting time at Crossbeam. We have just joined forces with our competitor Reveal to change the way companies go-to-market. The merger has earned the support of some of the world’s best investors: Andreessen Horowitz, Insight Partners, Redpoint, FirstMark and even Salesforce and HubSpot Ventures (yep, the biggest CRMs are investing in the future of go-to-market).

Combined, our unified company has created a powerful network of 25K+ companies, a team of world-class talent, an innovative product roadmap, and a North Star vision of creating a best-of-both-worlds customer experience.

What is Crossbeam ?

Crossbeam is the first and largest Ecosystem-Led Growth platform. We act as an escrow service for data, allowing companies to find overlapping customers and prospects with their partners while keeping the rest of their data private and secure. Companies use this data to sell more effectively, market to the right audiences, build the right products, collaborate with their service partners, generate demand, inform MA, and more. This has created an entirely new way of doing business called “Ecosystem-Led Growth” or ELG—and it works: 40% of our customers' closed deals come from their ecosystem.

RESPONSIBILITIES

Our customer success team advises and guides our platform users ensuring they onboard to Reveal successfully, adopt the product and continue to see value with their partners across the wider ecosystem. Customer success supports our freemium and paid customers throughout their lifecycle from onboarding, adoption, advocacy and renewal. 

Your main responsibilities will be:

• • Develop a deep understanding of our customers’ partner ecosystems, and the benefit that partnering on Crossbeam creates.

  • Establish strong relationships with leaders to ensure successful integration of the Crossbeam platform into the customer’s partner and sales strategy and tools.

  • Expand our footprint within customer organizations to identify new use cases and increased adoption of Crossbeam.

  • Strategize with Crossbeam’s sales team to ensure optimal customer experience and effective execution of customer outcomes.

  • Develop customer-facing Success Plans that outline customer’s objectives and goals for their partner program and strategies for achieving them.

  • Onboard customers to help them deploy and gain value by driving their full adoption and utilization of Crossbeam.

  • Understand the customer journey, and key points that lead to value and use that knowledge to coach and educate customers on best practices for successful use of Crossbeam.

  • Be an excellent team player : Develop and document customer success best practices with team members to continually improve the effectiveness of our processes.

  • Internal power user of the Crossbeam product, and stay on top of the product roadmap and new features as they’re released.

  • Troubleshoot and, when needed, partner with the product and engineering to solve customers’ technical issues and bugs.

  • Provide ongoing feedback to the product team to help inform the product roadmap.

REPORTING LINE

This job will report to Director of Customer Success - Antoine Roubaud.

SOME OF YOUR TRAITS

• • You have customer success experience at a fast-paced, high-growth international SaaS company.

  • You think and move a bit faster than those around you. You’re eager to take on a big opportunity and prove yourself through hard work and creativity.

  • You’re excited to learn the ins and outs of Crossbeam and ensure that our customers are thrilled with their experience.

  • You pride yourself on building customer relationships and would be described by customers as their trusted advisor.

  • You’re excited about the day-to-day work of helping customers resolve issues and find solutions.

  • You are able to think on your feet when faced with difficult challenges to ensure the best customer experience.

  • You are an excellent written and verbal communicator.

YOUR BACKGROUND

• You will currently be a customer success manager at a SaaS company with at least 5 years experience
• You will be a data driven individual, experienced in reporting on your own metrics and a solid understanding of the key KPIs that can and should be reported on to drive success

INTERVIEW PROCESS

We go through the same interview steps for all CSM candidates to ensure equity in our hiring process. Our process is designed to learn as much about each candidate as possible, as well as to give candidates access to our team and learn about what it's like to be a team member at Crossbeam. Topics will range from technical skills to problem-solving approaches and collaboration

1. Crossbeam in-house recruiter (30 minutes)

2. Director of Customer Success (30 minutes)

3. Take-home project to put you in the shoes of a ENT CSM here at Crossbeam (7 days max to do it)

4. Final Interview with:

   1. Director of Customer Success (45 minutes)

   2. Current CSM(s) (45 minutes)

   3. Chief Revenue Officer (45 minutes)

BENEFITS

This is a salaried* role + variable. In addition, Crossbeam offers:

• Health Care Plan (Medical, Dental Vision)

• Flexible PTO Policy

• Parental leave

• Stock Option Plan

• 401k Plan + Match

• Learning Development Budget

• Remote Work Options

• Generous Wellness Stipend

*This role has been categorized as a Remote position. "Remote" employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice which must be identified to Crossbeam. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.

In Colorado, Connecticut, Nevada and New York City the standard base pay range for this role is $100,000 annually plus a variable component from $115,000 OTE. This base pay range is specific to Colorado, Connecticut, Nevada and New York City and may not be applicable to other locations. In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Values are a social contract that we have with our team, our users, and our communities. They are guiding lights as well as argument-enders, and we expect results delivered in a way that is consistent with these values.

We create value by building trust in our company, our team, and our technology. That goes in all directions, not just between us and our customers but also amongst ourselves. We approach conflict with empathy and curiosity, and ascribe best intentions to all of our collaborators.

This is a startup, and we will act like one. We prioritize impact, take personal ownership of outcomes, act decisively, and get our hands dirty in the process. We communicate clearly, avoid over-engineering, and take risks. This allows us to be creative, innovative, and solution-oriented.

We will not succeed in information silos. We share the good, bad, and ugly about what is happening in our company, which requires us to pay attention, always measure what matters, and hold each other accountable.

In our workplaces, communities, and ecosystems, we shape environments where people feel a sense of belonging. To do this, we work to ensure that stakeholders of all backgrounds are treated equitably and experience psychological and physical safety. This is key to their relationship with our company, their access to opportunities, and their ability to thrive.

We are incredibly lucky to be here — let’s make memories. We will all spend that extra bit of time and energy to energize each other with fun and inspiring experiences. This applies internally and externally, from the smallest interactions to the largest events.

We believe that, in order to create a product for everyone, we must also guarantee that it is built by a diverse team. We embrace diversity and invite applications from people from all walks of life. Crossbeam's core value of Equity sits at the heart of our hiring process, and we're proud to be building a culture where difference is valued. Applicants from diverse and non-traditional backgrounds are strongly encouraged to apply. We recruit, employ, train, compensate and promote regardless of race, religion, color, national origin, sex, sexual orientation, gender, disability, age, or veteran status.