Customer Success Manager, Docs

The Opportunity
As a Customer Success Manager, you'll play a key role in driving product adoption and ensuring that your accounts fully realize the value of their investment in Superhuman Docs. Joining a dynamic team of Customer Success professionals, you'll help shape the future of customer success by combining proven strategies with innovative digital tools to create a seamless, end-to-end experience that guarantees our customers achieve success with our platform.

In this role, you will:

Collaborate with senior decision-makers to demonstrate the value of their decision to use Superhuman Docs.

Own the responsibility for driving adoption and ensuring high retention across a growing portfolio of emerging Superhuman Docs accounts.

Establish yourself as a trusted advisor, helping clients develop a clear, actionable plan to achieve their business objectives.

Lead regular account reviews, providing valuable insights and metrics to ensure customers understand the maximum benefit from Superhuman Docs.

Build and manage feedback loops to capture insights that will influence the development of Superhuman Docs' product roadmap.

Develop and execute change management strategies to drive end user adoption, including Train-the-Trainer programs, Center of Excellence development, and organizational enablement for your book of business.

Qualifications
5+ years of experience as a Customer Success Manager in the hyper-growth SaaS/tech industry.

Consider yourself more on the 'technical' side of Customer Success — you're the one your peers would ask to build complex models, test a new AI/Productivity software, and are comfortable with Excel/Sheets (or another) formula language.

Builds strong relationships with people, understands their needs and goals, identifies creative solutions, and manages action items through to completion.

Searches for reasons and causes.

Can synthesize quantitative and qualitative data, make data-driven decisions, and use (sometimes incomplete) data to identify gaps and opportunities.

Has a proven track record of delivering high customer satisfaction and retention.

Actively advocates for customers, working cross-functionally with PMs, engineers, marketers, and others to delight customers and help them meet their business goals while empathizing with other teams’ processes and priorities.

Relentlessly sets aggressive short- and long-term goals and possesses a strong internal drive to achieve them.

Identifies ways to create new leads and other sales opportunities within existing accounts. Has experience working with various stakeholders, from senior executives of large companies to end users.

Actively contributes to voice-of-customer initiatives, provides customer feedback to other teams, aids in prioritization, and follows through to resolution.

Uses systems (e.g., CRM) to track all customer-related activities and deliverables, pipeline management, and revenue projection.

Works to realize business value and expand customer relationships through deep knowledge of customer needs rather than a feature list.

Has demonstrated the ability to work independently with minimal guidance, proactively manages tasks and priorities across multiple projects, analyzes and executes work efficiently, collaborates effectively with cross-functional teams, and thrives in fast-paced, results-driven environments.

Compensation and Benefits
Superhuman offers all team members competitive pay along with a benefits package encompassing the following and more:

Excellent health care (including a wide range of medical, dental, vision, mental health, and fertility benefits)

Disability and life insurance options

401(k) and RRSP matching

Paid parental leave

20 days of paid time off per year, 12 days of paid holidays per year, two floating holidays per year, and flexible sick time

Generous stipends (including those for caregiving, pet care, wellness, your home office, and more)

Annual professional development budget and opportunities

Skills Required
5+ years of experience as a Customer Success Manager in hyper-growth SaaS/tech
Technical aptitude in Customer Success; comfortable building models and testing AI/productivity software
Proficiency with Excel or Google Sheets formula language
Proven track record delivering high customer satisfaction and retention
Ability to synthesize quantitative and qualitative data to make data-driven decisions
Experience collaborating cross-functionally with product managers, engineers, and marketing
Experience developing and executing change management, Train-the-Trainer, and organizational enablement programs
Experience using CRM systems to track customer activities, pipeline, and revenue projection
Strong relationship-building and stakeholder management skills across executives and end users
Demonstrated ability to identify expansion and lead-generation opportunities within existing accounts
Comfort working independently, managing multiple projects in a fast-paced environment
Experience contributing to voice-of-customer initiatives and driving product feedback loops