Customer Success Manager

San Francisco, CA, United States

Descript is looking for an eager Customer Success Manager with an entrepreneurial spirit to join our team and make a substantial impact on our Sales & Success initiatives. In this role, you'll have the opportunity to work with our most strategic Enterprise customers and your work will be instrumental in driving product adoption, increasing our growth and brand loyalty, defining our market presence, meaningfully shaping our product, and helping define our customer success motion and programs.

The Customer Success team is responsible for working with Descript’s sales-assisted customer base to sustain and grow product adoption as a critical part of our land and expand sales motion. You’re responsible for empowering customers to succeed using Descript and positioning Descript to become an industry-standard for media creators.

What You’ll Do

Serve as our customers’ trusted advisor and product expert: You’ll drive onboarding and adoption in Descript’s existing customer base by owning specific customer accounts across varying use cases, departments, and industries. You’ll drive executive-level relationships within our Enterprise customer base and use a consultative approach to educating and empowering them on how Descript integrates into our customers’ workflows.

Help build the foundations of Customer Success at Descript: As an early member of our sales team, you'll be instrumental in helping define our motion and key programs. You’ll document and share key learnings with broader Descript organization to further shape our product roadmap and sales motion

Drive adoption, retention, and expansion for a product that people love that solves real business problems : You’ll proactively identify customers who aren’t maximizing their opportunity with our product and reach out to create an action plan to help them achieve success. You’ll actively work to maintain strong relationships with Descript’s existing Enterprise customer base while identifying new opportunities for expanding usage with other teams, departments, and use cases. You’ll partner with the Sales team on marquee accounts to expand use cases and create stickier customers. You’ll collaborate with our Sales team to realize successful renewals and expansions.

Meaningfully shape our future product: As you engage with customers and represent their voice, you'll gain insights to help us better serve their needs — and work with Product and Engineering to shape what we do next.

You’ll innovate and iterate on our key Customer Success programs and strategies to retain and grow customers while mitigating churn or contraction.

Work cross-functionally and collaboratively with internal teams (Product, Marketing, Legal, Finance, Support, etc.) related to Enterprise customer relationships.

Possess a product specialist’s charisma and firsthand expert knowledge of Descript and the video/audio workflows.

What You Bring

4+ years of success in your current Customer Success role at a fast-growing software startup with a track record of high achievement

Ability to build Customer Success playbooks and new processes based on learnings

Ability to prioritize and effectively manage high-touch and a long tail of low-touch accounts in a disciplined, systematic manner

Strong problem-solving skills, excellent communication, writing, and presentation skills.

Tenacious and curious attitude with your approach to driving product adoption. You are excited about having creative engagement with stakeholders of various levels.

Domain Experience: We’d love to find someone with CSM experience for a SaaS tool, familiarity with navigating large and complex Enterprise organizations (5,000+ employees), and experience with a PLG freemium motion and a horizontal customer base— i.e. where there’s not necessarily one clear buyer or user persona

Resourcefulness: You’re able to help figure out and build the playbook rather than relying on executing an existing, well-defined playbook. You’re able to deal with ambiguity in a scrappy manner.

Bonus Profile:

You have experience using Descript

You've been a first or early CSM hire at a fast growing startup before

Deep technical understanding of professional content creation (video and audio) workflows and tools (e.g. Adobe Creative Suite, Pro Tools, Final Cut Pro, etc). Understanding of the media industry.

You are revenue-minded and have prior Account Management experience as someone who has been responsible for expansion revenue within a nascent Enterprise customer install base

Experience with tools such as Salesforce, Outreach, etc.

Why you should join us:

Founding member of the Customer Success Management team: As the first dedicated Customer Success Manager, you will help build the foundation for a future large, customer-obsessed team

Advise our marquee customers: Be the first line of contact for all our customers’ needs and summarize key learnings back to our cross-functional leadership teams.

Join a wonderful team at a magical time: We've got millions of users with a lean team, which gives us a huge greenfield opportunity to pursue. You'll join at an ideal time to shape how we grow moving forward.

Elevate your skills as we tackle our most impactful challenges : There’s so much more for our Sales & Success team to do and learn, and you’ll have the autonomy and opportunity to experiment with our high-leverage opportunities for growth

The base salary range for this role is $106,000-$155,000/year. Final offer amounts will carefully consider multiple factors, including prior experience, expertise, location, and may vary from the amount above.

#J-18808-Ljbffr