📅 06/10/2023
AllVoices is the #1 rated platform for both anonymous reporting and HR case
management. AllVoices helps People Teams surface, investigate and respond to
workplace incidents more consistently and efficiently. AllVoices offers audit-
ready documentation, early trend detection, and AI-powered features that
reduces manual workload and allows People Teams to spend more time solving
complex challenges.
AllVoices is trusted by leading companies, including Zillow, Sweetgreen,
Patagonia, and Duolingo, to make it easy to manage employee relations issues
all in one place - that’s why AllVoices was named a leader in the Employee
Engagement, HR Case Management, and Whistleblowing categories by G2.
Our team: We’re a female-founded, fast-growing, culture-focused, venture-
backed startup dedicated to building products that shape the future of work.
As a team, we practice what we preach: we work to cultivate an environment in
which people feel comfortable bringing their full selves to the office every
day.
The Senior Customer Success Manager is responsible for being a strategic
partner to our largest and most complex customers, driving the customer
towards achieving their desired business outcomes. The Senior CSM is
responsible for owning the customer journey from the end of onboarding through
renewal. The Senior CSM role is a proactive-focused and strategic role,
driving engagement, success, and value for the customer. They work as an
internal and external advocate, as the voice of the customer to internal
teams, and as the voice of the company to customers.
Responsibilities:
* Strategic, proactive prioritization and management of book of business
* Create value-oriented success plans for customers in book of business, based on unique business goals and desired outcomes.
* Evaluate and track health of customer in CSP.
* Maintain data hygiene of customers in CSP.
* Meet with enterprise customers on a regular cadence to validate customer goals, review data & metrics, and ensure AllVoices is meeting their needs
* Create, manage and update contracts, customer information, contacts and relevant information related to existing accounts in CSP/CRM
* Own customer expansion, identifying opportunities, creating contracts and negotiating pricing and terms
* Work closely with development & product teams to communicate customer needs, understand roadmap, raise customer concerns & feedback, and speak confidently about product functionality.
* Proactively uncover account risks and create strategic mediation plans.
* Host trainings for new administrators, run employee demos for new launches
* Manage renewals process and conversations.
* Closely support new customers on their launch strategy, creating a customized launch plan for their organization, and driving them towards a thoughtful launch to employees
* Act as the lead Customer Success Manager within the organization, mentoring junior CSMs and bringing expert strategy to the team
Requirements:
* 4+ years of customer success and/or account management experience
* Experience working at early stage B2B tech companies
* Strategic consulting or partnership experience
* Ability to analyze metrics data to assess customer performance
* Familiarity with managing complex Enterprise companies (> 1,000 employees)
* Experience identifying expansion opportunities
* Preference for experience with B2B Customer Success tools including Salesforce, Planhat, Pendo, and JIRA
Benefits: We put a premium on attracting and retaining the best talent. That’s
why we reward our people with a highly competitive salary and a wealth of
amazing benefits, including company equity, 401k matching, 90% coverage on
medical, dental and vision insurance. We’ll also throw in paid holidays, a
company provided laptop, unlimited paid time off and much more!
