Customer Success Manager

We're looking for a Customer Success Manager to join our team at Paragon! As an early member of our team, you will help our customers realize the incredible potential of our platform. You will work across the business in driving product adoption, strengthening customer engagement, providing input into our product roadmap, and ensuring our company is as customer-centric as possible.

Customer Success sits at the center of our company, working across Support, Product, Engineering, Operations, and Sales in supporting our customers as they implement and leverage the Paragon platform. We are a small, lean team - you’ll work closely with our Head of Customer Experience as we continue to scale and improve our customer journey and Customer Success function. If a high-ownership, technical customer-facing role in a fast-moving environment is where you thrive - this is the role for you.

You'll work with us in our beautiful office in West LA, or we can work together remotely. We are looking for someone, ideally, who can work EST hours to better support our wide customer base.

What You’ll Do:

Customer Relationship and Engagement

• Manage the relationship between Paragon and our customers

• Work with internal teams, including Sales, Product, Marketing, and Support, to ensure that customer expectations, issues, and questions are answered and met

• Develop programs to drive usage and retention of Paragon's solutions

• Manage the contractual relationship between Paragon and our customers, including:

  • Contract renewals

  • User and license expansions

Success and Adoption

• Help our customers ramp onto our platform quickly

• Drive adoption of Paragon while maintaining a strong customer renewal rate and NPS

• Become an integrations domain expert and help Paragon define new best practices to solve customer needs

• Identify client challenges and risk areas, develop solutions, and implement proactively to avoid churn, collaborating with other Paragon teams

Engagement and Enablement

• Create goals, action plans, playbooks, and establish key metrics based on each customer's objectives, and review progress on a regular basis with the customer and Paragon leadership

• Demonstrate and promote the latest features and capabilities of our platform

• Lead strategic, cross-functional initiatives such as customer journey mapping and product feedback sessions to drive a best-in-class customer experience and foster a company-wide culture of customer-centricity

You Should Have:

• 3+ years in a CSM role at a B2B SaaS company with quota, management consulting experience, or an agency working directly with customers

• Experience building and nurturing relationships with multiple stakeholders

• Affinity with software and software development - ability to understand and clearly convey complex topics to a technical audience (e.g. CTOs and engineers)

• Are obsessed with making customers happy. You know that the slightest trouble in getting started with a product can ruin customer happiness.

• Confident working in a high-autonomy, process ambiguous, fast-paced environment where you'll be responsible for decisions that influence the direction of the company

• Comfortable working in highly ambiguous settings, where there is rarely a “right” solution

• Bring strong project management skills to the table, with a curious mindset and a careful attention to detail

• Strong attention to detail.

What We Offer:

• Comprehensive Benefits: We offer competitive health, dental, and vision insurance plans to keep you and your loved ones covered.

• Unlimited PTO: We believe in work-life balance and offer unlimited paid time off to promote personal well-being and relaxation.

• Competitive Salary: We believe in compensation that truly reflects your experience as it relates to current market rates.

A Typical Day:

• 9AM: Review Slack and Email; address customer questions or concerns

• 10AM: Hop on an onboarding call with a customer, take detailed notes, send a follow-up, and share action items internally and externally

• 11AM: Check-in with Support on customer issues; respond to customers via Slack or Pylon, and file a ticket with Engineering for assistance

• 12PM: Jump on the CX team daily stand-up meeting, and work with your CX team to help unblock any urgent customer issues.

• 1PM: 🥪

• 2PM: Hop on a call with an Account Executive to learn more about a prospect that is close to signing. Create an onboarding plan and review it with your Solutions Engineer

• 2:30PM: Jump into a Slack huddle with the Head of Success. Discuss a challenging customer renewal

• 3PM: Deep Work! Review Vitally & Pylon. Build a deck for an upcoming renewal or customer call. Develop a playbook to help customers leverage a new product offering, or showcase the inherent value of Paragon beyond usage metrics.

• 4PM: Check in with Engineering on bug fixes, requested integrations, and close out emails / Slack