API Success Manager

Job Description

About us

An intro from Ilja Stolzenbach, Customer Success Manager…

If you like the idea of ensuring customers are successful with a technical product whilst working in a high-growth and profitable startup, then I have the role for you.

With a relentless focus on performance, security, support and reliability, Cronofy is the market leader in scheduling infrastructure. Our APIs power scheduling for hundreds of SaaS applications across a diverse set of industries. We excel where scheduling is complex, and our core customer industries are Recruitment, Healthcare and Coaching. If you’ve used a GoDaddy website to make an online appointment, or scheduled an interview on Indeed, you’ve used Cronofy’s APIs under the hood.

Developers love our APIs and open documentation as it ”does what it says it does” allowing them to seamlessly integrate our APIs into their own product. In turn, enabling frictionless scheduling for their end-users.

As successful as most of our clients are, we want to provide them with a dedicated API Success Manager. You will build relationships, guide them with best practices, demonstrate the value they're getting in QBRs, and ultimately leading them to renew and (if relevant) expand with us. As the first API Success Manager at Cronofy you will have the opportunity to help shape what this looks like while building the relationships with our customers.

The role

This is an exciting role that merges Success with Account Management. You will be responsible for customers throughout the entire customer lifecycle, from onboarding to driving adoption, and ultimately renewing and (where relevant) expansion.

Success will be measured by retention and revenue expansion of our API customers. In practice this means you will be responsible for areas such as; what defines a successful (and unsuccessful) customer, finding ways to better enable our customers (can we provide certain data insights, or offer cross-customer best practices). As you are standing the closest to our customers you will also act as the voice and champion of the customer within Cronofy.

In order to be successful in this role you will need to combine technical aptitude with a consultative approach. We expect you to be a true evangelist and understand our APIs in order to advise our customers. It is not expected that you will have technical in-depth conversations with developers, but we do expect you to be able to discuss our customer's goals and needs, and how our APIs can be best used to achieve those. If needed you can call on internal resources, such as one of our (Support) Engineers to scope the solution further. To give you an idea of the likely profiles you will engage with on the customer side, think about a VP of Product or CTO. However, as mentioned you may need to facilitate between their technical team and our technical team too.

How you'll work

You will be a relationship builder that smoothly transitions our customers from the sales cycle into success. It is essential you build a clear understanding of what our customers are trying to achieve with our API's to advise appropriately throughout the customer lifecycle.

At the moment most of our customers are successful and find their way using our documentation, however some also face challenges in terms of adoption from their end-users. You will be the point of contact that proactively reaches out when you see a risk to advise on how they can improve. This will allow us to make sure customers get the most value from us and that our retention rate might even exceed our current 116%.

There will also be a component of upselling with our customers. We have a broad range of features and are incredibly flexible in how you can use the APIs. It could be that they only use our calendar sync, but that they might also benefit from our scheduler capabilities. It could be that a customer has only used some features included in their current plan, but that they might not have realized how they can leverage other elements to their benefit too. We don't believe in ‘hard selling’ but we do believe in truly understanding our customers’ goals and provide options to help them be more successful.

As well as working with our customers, you will also have the opportunity to help us define what makes our API customers truly successful, what indicates that they might be at risk, and are there more common needs we don't know about.

This position reports to our Customer Success Manager, and is part of the wider Sales function. You’ll be working very closely with our dedicated API Account Executive, as well as Engineering, Product and Support teams.

It's a great opportunity if you are consultative in your approach, enjoy building relationships with customers based on value creation, and have experience with contract renewals and upselling. You will be our very first API Success Manager so there is plenty of room to shape your career from there!

About you

The successful applicant should be able to demonstrate:

• An ability to guide customers through the customer lifecycle; from onboarding through activation and renewal. You build relationships naturally and are able to interact with different types of stakeholders and be their trusted advisor.
• You have a consultative approach with customers. You know the product inside out and are able to map customer goals to technical solutions.
• A strong technical aptitude. The people that use our product are developers and you will have conversations with stakeholders such as CTOs, VP of Product. We don't expect you to be a developer, but experience with technical products is essential.
• A strong understanding of data, using it to guide and prioritize customers.
• Experience with contract renewals and upselling.

As this role combines both technical aptitude and consultative skills, we are very open about your previous experience. Perhaps you've been an Account Manager for a technical B2B SaaS product focused more on commercial aspects, and interested in moving into Success. Or maybe you are an Engineer who wants to expand and work with customers to make them successful with a technical product. Either way we’d love to hear from you.

How we work

Our principles guide how we approach everyday.

We work hard but insist that everyone considers the balance between work and their life and responsibilities outside. We are direct in our dealings with each other. We continuously work to build mutual trust so that we can give each other feedback without fear of it being taking personally.

We can support a predominantly remote, office-based or hybrid working model. We do really value face-to-face time and, where circumstances allow, encourage teams to spend regular time together at suitable locations. As our current Sales and Success teams are based in the Netherlands, it would be most beneficial if the successful applicant was based in, or within a reasonably commutable distance, to Amsterdam.

Hiring process

The goal is to discover what you will bring to Cronofy and what Cronofy will bring to you. It's as important for you to determine whether this is the right move for your career as much as anything else, so don't be afraid to ask questions. We value transparency and so are happy to answer (virtually) any questions you may have.

For a full breakdown of our interview process, please visit: https://docs.cronofy.com/interviewing-with-us/

What we offer

• Basic salary €45,000 - €60,000 according to your experience + OTE €25K (uncapped) based on revenue retention
• €1740 annual benefit contribution, which can be spent on anything e.g. healthcare, dental, etc.
• Pension scheme
• 25 days days holiday in addition to flexible national holidays. National holidays are added to your holiday allowance and you're not required to take them on the corresponding day.
• 5 personal development days per year to use for L&D, charitable causes or similar
• Pleo card for work expenses, hardware, travel etc.
• A flexible approach to working; remote, office or hybrid
• A principles driven culture that provides the framework for autonomous decision making and personal development

Our approach to equality, diversity and inclusion

At Cronofy we know that an inclusive working environment is the single best approach to ensure high-performance and inspire innovative thinking. The magic happens when we bring multiple perspectives together to solve the scheduling problems of today and tomorrow. This requires that everyone at Cronofy has equal opportunity to grow, learn, deliver their best work, and develop their careers.

For more information on interviewing at Cronofy, please visit https://docs.cronofy.com/interviewing-with-us/