We are building the next generation of cloud file storage for remote collaboration. After re-imagining what it means for today’s modern, cloud-based workflows, we applied it to the media and entertainment industry, and are now disrupting and transforming this $25B market. Our technology allows teams to leverage the benefits of cloud storage as easily as using a local drive, while addressing performance and security concerns usually associated with it. With a focus on simplicity, security, and performance, we've reached a new milestone in our journey, and we're looking to expand our team with more talented members.

• Cloud technology startup - Headquartered in the US with R&D based in Sofia, Bulgaria
• Product Innovation - High performance remote collaboration, built in software, delivered as SaaS, experienced like familiar, local storage.
• Team - A dream team of 35+ dedicated individuals
• Mission - To make data universally, securely, and seamlessly accessible to everyone, everywhere

The company experienced over 14X growth in ARR in 2020 and raised our series A round of financing to fuel this growth.

We’re specifically looking for a Customer Success Manager who will roll up their sleeves and lead a team from inside the trenches. This person will initially be a player coach, as they build out a global customer success program and team from the ground up. As a key member of our leadership team, you will help craft the company's customer success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. You will ensure that the “Voice of the Customer” drives our strategy, programs, systems, processes, and culture.

What You’ll Do

• Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
• Establish a trusted and strategic advisor relationship to help drive continued value of our products and services
• Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
• Maintain existing customer success metrics and data as directed
• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
• Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
• Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time
• Collaborate, problem solve, and/or strategize upcoming client meetings with team members
• Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends in Customer Satisfaction and Net Promoter Scores to identify areas of improvement
• Work with the sales and marketing team to gather customer references and develop case studies

The Qualities You Possess

• 3-5 years of experience in customer success roles and responsibilities in Cloud or SaaS companies
• Experience with installed base marketing, up-grade, and cross-sell campaigns and programs
• Experience with renewal programs and best practices to reduce churn
• Ability to manage many active customers via outstanding time management and organizational skills
• Maintain existing customer success metrics and data as directed
• A strong communicator and a great listener, enabling you to understand the customer's primary points of pain
• The ability to understand how our solution addresses the customer’s pain, articulate this to the customer, and get them excited about the product
• Listen and probe for new product ideas, new use cases, and new ways for our clients to extract value from our products and services
• Data driven, analytical and creative thinker who can identify the best use cases for our customers across industries
• Strong verbal and written communication, strategic planning, and project management skills
• Analytical and process-oriented mindset
• Comfortable working across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Knowledge of CRM and project management tools

Please Note: This job description is not intended to be a complete list of all responsibilities, duties or skills and due to the changing nature of the job is subject to review and change at any time. Remember, this is a startup!

We offer:

• Competitive salary based on experience and skills
• Sales commission plan with ample upside opportunity
• Competitive stock options package as an early member of the team
• A flexible paid time off and vacation policy
• Comprehensive health, vision, dental insurance
• A 401K plan
• Working with an international team and some of the best tech in the space
• And much more to come!