Customer Success Manager



Posted on Wednesday, May 8, 2024
Column is looking to hire a full-time Customer Success Manager (CSM) to join our Customer Experience team. The CSM will report directly to our CSM Team Lead Manager, Enrique Diaz, and should be excited about building relationships and fostering trust. The Customer Success Manager (CSM) will be entrusted with cultivating trusted, proactive relationships with potential and existing partners, pinpointing and fostering upsell opportunities, and diligently meeting capture rate targets. They will be responsible for nurturing assigned partner relationships, effectively resolving any escalations, ensuring seamless contract renewals, and skillfully coordinating with various teams to deliver exceptional results for both Partners and Column.

What You'll Do

  • First Week: You will learn about Column's mission and vision, seek to understand our existing sales and account growth process, and begin meeting other team members. We're a small company growing quickly, so interpersonal rapport is essential.
  • First Month: You will learn by passing our product and implementation training, which will help you become an expert in the Column Demo. You will begin to partner with Customer Onboarding and Account Executives on existing accounts. You will manage multiple stakeholders to close, configure, and implement deals with publishers to grow our North Star metric: total gross transaction volume (GTV).
  • First Six Months: You will meet or exceed activity by leading customer calls independently. You will build trusted, proactive relationships with both prospective and current partners. You will identify and create upsell opportunities while striving to achieve capture rate targets. Additionally, you will manage the relationships of your assigned partners, addressing escalations, facilitating contract renewals, and collaborating with teams to ensure successful outcomes for both Partners and Column.
  • First Year: You will be an impactful member of a CSM team by establishing proactive partnerships and identifying upsell opportunities. You'll manage partner relationships, handle escalations, renew contracts, and collaborate for success.

Our Ideal Candidate

  • You have 5+ years of experience in customer-facing roles like CSM or Sales.
  • You have a track record of meeting or exceeding the key performance indicators (KPIs) that are relevant to your role (e.g., meetings scheduled, time to go live, quota attainment, etc.). "Track record" means you met or exceeded KPIs over at least a six-month period (could be on biannual, quarterly, or monthly goals) or are on a clear upward trajectory (e.g., missed by 10%, then met, then exceeded)
  • You've demonstrated ownership of revenue, consistently meeting or exceeding sales quotas or expansion/renewal targets.
  • You possess experience in similar sales or post-sales motions, including close rates (20-30%), time-to-close (30-90 days), and deal sizes ($50k-100k ARR or $10-20M GTV).
  • You've worked in software relationship management, particularly in e-commerce, marketplaces, and/or SaaS.
  • You've dealt with enterprise or mid-market customers with sales cycles of 90+ days.
  • You've successfully managed to turn around difficult mid-market or enterprise clients, preventing churn and the ability to navigate difficult conversations with partner accounts.
  • You've negotiated contract renewals effectively.
  • You can articulate the metrics and dashboards needed to understand and enhance an account's performance.
  • You are competitive with intrinsic motivation — like to be at the top of a leaderboard and compete with your performance over time (e.g., better today than yesterday) — and collaborative in a team environment (e.g., will mentor new hires or share successful sales scripts)
  • You are an optimistic person who is committed to overcoming challenges to make positive contributions to their customers' lives
  • You have a solid desire to exemplify our operating principles — be worthy of trust, do the hard work, never stop learning, intentionally build community, and tell a better story
  • You have grit and really want to work with us — if you do not resemble our ideal candidate, tell us why you'd still be a great fit for this role in an optional cover letter

Compensation and Benefits
Column is built on the belief that important information should be accessible to the public. As such, we work hard to model this behavior for potential Columnists by including our base compensation in all job descriptions and making our full benefits accessible online.

  • On-target earnings of $80,000-$90,000 per year (80% base, 20% variable), plus a 5% $1:$1 401k match and stock options
  • Healthcare, vision, & dental coverage for you and your dependents
  • Unlimited (and encouraged) paid time off and 16 weeks paid parental leave
  • Multiple stipends for you to invest in a home office setup and pursue wellness activities that make you feel healthy and whole

About Column
Column is the first collaborative public notice platform, helping publishers, governments, and legal services collaborate to inform their communities.

To us, people are everything. Our current Columnists are wildly talented people from around the globe. We support and challenge each other. We address real problems that people face in their communities. We believe that we have the potential to be a generational company that will change the world as we know it. Will you join us?