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Customer Success Manager

At Parse.ly, we believe the most successful companies in the digital world are the ones with the best content. That’s easy to say, but hard to do. Through our analytics platform we help some of the largest media / entertainment companies and the biggest brands achieve the impossible with their content.

Content powers the internet now, and will power most businesses in the future. It’s at the heart of the digital transformation that businesses are undergoing today fueling a huge opportunity for growth. Our platform gives creators and marketers the key insights they need to ensure their content reaches its potential. We’ve been at this for 10 years, but realize that we’re just at the tip of the iceberg. Join us to explore how big this will get!

Parse.ly’s Customer Success team is our secret weapon. As a team, we provide expertise to help our clients use our products in intelligent and insightful ways. In every interaction, we put our clients first and strive to exceed every expectation. Our ultimate goal is to deliver an incredible experience that turns clients into Parse.ly evangelists, and customers for life. As Parse.ly continues to grow, our customers continue to have diverse expectations. We are looking for a Customer Success Manager to join our team and work with both our Business and Product Teams to successfully implement Parse.ly and lead new customer relationships.

What you'll do:

  • Work with Parse.ly customers to drive product adoption, renewal, and customer happiness by bringing value to your customers every day
  • Grow accounts through expansion and upsell opportunities
  • Partner with customers to understand their desired outcomes
  • Build strategic plans for how each customer can maximize their value from our services, and how we can grow the account over time
  • Help customers use Parse.ly to take actions with measurable business results
  • Communicate the value of these solutions to their team and executives
  • Preemptively spot patterns to improve the usage of Parse.ly products
  • Engage with Parse.ly’s product management team to translate customer feedback into product offerings
  • Work toward driving efficiency and improvements toward your day to day role, and also the entire Customer Success organization

How we measure success:

Customer Success at Parse.ly is a team and individual sport and as such we have team and individual goals around the following metrics.

  • Gross Revenue Retention
  • Net Revenue Retention
  • Multi Year Contract Extensions
  • Account Health Scores

Requirements:

  • Previous SaaS experience in Customer Success, Account Management, or Sales
  • Experience selling, negotiating, managing your own sales / renewal pipeline
  • Stay on top of product updates, industry news, competitive platforms, and partners to ensure deep industry and ecosystem expertise
  • Excellent presentation skills; you feel comfortable leading presentations and demos of our platform to large groups, both technical and non-technical
  • Can tie business problems to technical solutions and understand technology value propositions
  • Can easily relate complicated concepts to non-technical people, while maintaining the ability to speak to highly technical people
  • High level of customer empathy
  • You know how to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the software

About Automattic

We are the people behind WordPress.com, WooCommerce, Jetpack, Tumblr, Simplenote, Longreads, and more. We believe in making the web a better place.

We’re a distributed company with more than 1400 Automatticians in 80+ countries speaking 90+ different languages. Our common goal is to democratize publishing so that anyone with a story can tell it, regardless of income, gender, politics, language, or where they live in the world.

We believe in Open Source and the vast majority of our work is available under the GPL.

A Note About Diversity & Inclusion at Parse.ly

We’re improving diversity in the tech industry. At Parse.ly and our parent company, Automattic, we want people to love their work and show respect and empathy to all. We welcome differences and strive to increase participation from traditionally underrepresented groups.

Studies have shown that women and people of color tend not to apply for jobs unless they feel they meet exactly all items in the job description. We believe that high-performing teams include people from different backgrounds and experiences who can challenge each other’s assumptions with fresh perspectives. We encourage you to apply, even if you don’t match everything listed in the job description. Let us know why this role appeals to you, why you will be great, and which requirements will stretch you.

We are an equal opportunity employer who values and encourages diversity and belonging at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


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