Customer Success Director @ cumulio in New York

Who we are:

Cumul.io is a B2B SaaS start-up making waves in the data visualization & analytics space. Our SaaS platform helps customers create powerful and native looking customer facing dashboards in days instead of months (see for yourself!).

Still a nimble and dynamic startup, but we are growing fast. While we regularly go up against industry titans in competitive situations, our outright focus in embedded analytics sets us apart so we’re winning at an accelerating rate.

We are currently serving hundreds of companies in 35 countries in the HR, Logistics, MarTech, EdTech, FinTech, Public sector, … spaces. We know where our strengths lie and we’ve recently raised a round of funding to push us towards our ultimate goal of becoming the default embedded analytics platform for all of SaaS.

We just announced our Series A funding round and have big plans for 2023 and beyond. If you’re looking to join a scaling organization with plenty of career development opportunities, then you should apply.

What this job will offer:

• You will be the first full-time US-based Customer Success Cumulian, leading a CSM team in Europe while managing – in parallel – a portfolio of US-based clients.

• You will be responsible for collaborating with clients to identify their unique business challenges and goals, and make sure that they can achieve them with Cumul.io.

• You will serve as a strategic advisor to clients (both users and C-level), providing insights and recommendations that help them achieve their desired outcomes. Additionally, you will lead cross-functional teams to resolve complex technical issues, develop and maintain a comprehensive knowledge base, and provide thought leadership on industry trends and best practices.

• You will leverage your extensive CS management experience to develop and implement scalable processes and frameworks that enhance customer satisfaction, loyalty, and retention

• You’ll receive a competitive salary with fringe benefits.

What this job expects of you:

• Lead a team of 3 Customer Success Managers: coaching and upskilling through your proven CS expertise.

• Manage a portfolio of (large) US clients, including some of our key accounts. Build a successful relationship with them; your customers love reaching out to you.

• Own the whole customer journey, from onboarding and adoption, to renewal and expansion. Be their trusted advisor, resulting in high retention and growth rates.

• Understand your customer’s key business outcomes and help them deliver on those objectives in a consultative way. Drive value, make sure your clients are successful in a sticky way.

• Go high and wide within a customer’s organization to develop trusted relationships with all stakeholders, from the decision makers to key personas and power users.

• Be a strong Cumul.io evangelist with the needed product knowledge to share best practices, educate your customers, provide demos, …

• Be the customers’ advocate within Cumul.io – explain customer needs and context to Product and Engineering.

• Proactively monitor and manage customer health, risk, and opportunities, and communicate in a transparent way.

Who we are looking for:

• You are a customer success leader with 5+ years of solid hands-on customer and team management experience in a B2B SaaS environment. You are familiar with all aspects of the customer journey and have experience in developing and scaling teams. 

• You are a confident and hands-on person, naturally engaging with customers & colleagues at all levels. You have excellent communication and presentation skills. 

• You manage your time and projects proactively and independently. You have a process-oriented approach. 

• You are a problem solver with a curious mindset, creatively looking for a Cumul.io solution for every challenge. You have an interest in analytics and love juggling around with data.

• You are a great team player who we can trust and build on.

• You speak English fluently, other language skills are a big plus

• You live on the East Coast and are prepared to travel to our New York office regularly. Occasional travel to Europe will also be required. 

How we work:

• Empower the success of others – Empowering our customers is always placed at the very heart of Cumul.io. Our ability to deliver on our promise will determine the future of our organization. The success of our clients is our success as well.

• Accomplish daily – We prefer to tackle challenges via small working pieces rather than one “work in progress”. Through incremental learning we accomplish greater, bigger things.

• Innovate fearlessly – Just because something hasn’t been done doesn’t mean it can’t be. At Cumul.io all teams innovate fearlessly. We aim high and raise the bar everyday.

Perks:

Next to a competitive salary, we offer:

• A flexible schedule and unlimited PTO. 

• International get togethers.

• Healthcare coverage, including dental and vision.

• The best people to work with!

• WeWork membership so you can work from anywhere.

• Any equipment/software/tech that you need to do your job.

The base salary range for this position is expected to be between $120,000 and $150,000, with the actual base salary amount dependent on a number of factors, including but not limited to a candidate’s credentials, relevant experience, and primary job location. In addition to salary this role may be eligible for variable compensation.