Customer Success Manager

Job Description

Established in 2017, Storyblok has rapidly ascended to the forefront of the global headless CMS landscape. Our vision is to “pioneer the future of content management, removing barriers between developer and marketing teams by offering an intuitive, scalable, and intelligent platform to deliver digital experiences from idea to success”.

Our team is made up of smart, passionate individuals who excel in their work. People who are comfortable taking on big ideas and figuring out the details along the way. With a dynamic team of over 220+ passionate individuals spanning 45+ countries, we're not just breaking boundaries; we're redefining them!

Our recent $80m Series C funding round, secured in June 2024, marked a crucial milestone for us. It has fueled our remarkable growth in the US market and accelerated our ongoing expansion and advancements across EMEA.

We're proud recipients of numerous awards, including recognition in G2's 2024 Best Software Awards. As a remote-first company, we have been officially recognized as one of the top 100 most flexible places to work, ranking #3 in the scale-up category as per Flexa Careers.

WHAT IS IN IT FOR YOU

You will be joining a growing company where you can contribute to many “firsts”. Plus these benefits:

• Monthly remote work stipend (home internet costs, electricity). Home office equipment package right at the start (laptop, keyboard, monitor…)
• Home office equipment upgrade (furniture, ear plugs …) or membership to a local co-working space after your onboarding
• Sick leave benefit, parental leave and 25 days of annual leave plus your local national holidays
• Personal development fund for courses, books, conferences, and material
• VSOP (Virtual Stock Option Plan)
• The annual international team-building trip, quarterly and monthly online get-togethers
• As a fully remote company, with work-life balance at its core, you’ll enjoy flexible schedules
• An international team that loves to have fun at work and works hard together to accomplish shared goals

JOB SUMMARY

The 'Customer Success Manager' will develop and maintain strong relationships with Storyblok customers, ensuring their business needs are met and exceeded. Working with enterprise customers, they will own all aspects of the post-sales process, with a key focus on closing large deals and collaborating with Storyblok’s Sales team to discover new opportunities within the assigned sales territory.

ESSENTIAL JOB FUNCTIONS

• Build trusted relationships with customers and help them get the most out of the product. This includes but is not limited to; onboarding, recurrent training, answering technical and content-based questions.
• Organize and run Quarterly Business Reviews (some onsite travel may be required)
• Attend Industry events
• Report up-to-date metrics on client usage data and health indicators
• Retain and renew existing accounts
• Develop long term strategic account plans that identify expansion opportunities. Own and close commercial upsell.
• Own the client and renewal opportunity data in Salesforce and ensure accuracy
• Provide a first class customer experience’, we care about our customers and their experience, and our CSMs to become trusted advisors
• Work closely with internal teams. For example; provide feedback to the product teams, liaise with Marketing teams on PR and Case Studies.
• The position requires approximately 20% travel to foster client relationships and participate in events that contribute to the growth and success of Storyblok.

EDUCATION AND EXPERIENCE

• Experience working in a client-facing role, namely account management or customer success experience, or other closely related work experience
• Experience managing account renewals - the ideal candidate should have a sales oriented approach and be able to effectively apply it throughout the entire customer journey
• A proven record driving customer satisfaction and enhancing the customer experience
• SaaS experience and working knowledge of software products
• Strong computer skills and proficiency in Google Workspace, Excel, and other word processing tools; prior knowledge of Salesforce or another CRM is preferred
• Ability to be self-motivated, highly organized, and have a positive attitude and professional demeanour
• Exceptional written and verbal communication skills, analytical skills
• Fluency in English

MENTAL, PHYSICAL AND ENVIRONMENTAL REQUIREMENTS

Remote (home) work opportunity or funded by Storyblok co-working space

GENERAL TERMS

Storyblok has a commitment to diversity and inclusion. We strive to create a hiring environment in which all people feel they are equally respected and valued, irrespective of gender identity or expression, sexual orientation, ethnicity, age, religion, citizenship or any other characteristic. You can find more information about our privacy policy here.

All communications regarding job opportunities at Storyblok will come from an official Storyblok employee with an email address ending in @storyblok.com. We will never redirect you to another portal or another site that is unrelated to our domain (storyblok.com).

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