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Customer Success Manager

Function

2 more properties

☀️ Highlights ☀️

Chameleon is SaaS for product teams to create in-product UX (modals, banners, checklists, microsurveys, etc.) to drive user engagement. Watch a short demo here.

We’re a remote-first, Series A, VC-backed startup that currently has ~40 folks distributed across the Americas and Europe. Learn more about our team, company, and culture here.

We are looking for a mid-level Customer Success Manager in a Pacific, Central, Mountain or Eastern timezone with SaaS experience living in the US or Canada to join our customer-focused Customer Success team.

This role can be technical at times, so it requires a basic understanding of Javascript, HTML, and CSS.

The salary range for this role is $70k-$90k USD annually, based on experience.

We try to make our application process different. We think interviewing isn’t the best or only way for either party to assess fit. Instead, our process is designed to evaluate work quality, collaboration, and feedback.

Apply here

Some context on Chameleon 🦎

We raised a Series A in 2022 after years of bootstrapped and sustainable growth, so are in a financially strong position. We have never conducted layoffs and believe in thoughtful hiring through financial forecasting.

It’s a great time to join as we have achieved product-market fit, established the fundamentals of operating as a team, and work with over 300 outstanding teams, such as Twilio Segment, Mixpanel, Fivetran, Salesloft, Chili Piper, and more. 📚 View some of our case studies here!

The Customer Success Manager role

Millions of Chameleon Experiences are displayed to end-users daily, but their success and impact are highly variable according to the usage of principles from PLG, user psychology, CX, UI/UX design, and other subjects. This is where our Customer Success Managers shine.

At Chameleon, CSMs are subject matter experts who work closely with our customers, to help them get the most out of our product. By intelligently assisting, educating, motivating, and guiding teams with best practices, we show quick lasting value and build loyal customers who become strong advocates.

🌊 Learn more about our team, culture, and vision on our company page.

📅 What your day-to-day may include

Drive new customer onboarding, which includes: leading kick-off calls, sharing best practices, joining implementation check-ins, co-building sessions, etc.

Be the customer’s strategic partner throughout the whole customer journey, driving product adoption and identifying risks or opportunities

Collaborate with Account Managers to drive renewals and expansion opportunities within your book of business

Run regular customer expert sessions with our top customers to jointly identify how they can better leverage Chameleon to drive value.

Contribute to a customer-centric culture by championing customer needs and influencing product priorities within our team

Engage customers experiencing difficulty in a friendly and comforting manner

Partner with the Sales team both during the sales process and throughout the customer journey to help identify opportunities and risks

Directly address customer questions and identify opportunities to improve our product education resources

Our tooling stack

These are some of the tools we currently use

HubSpot (CRM)

Intercom (customer communication - shared inbox)

Slack (Internal team communication)

Loom (screen and video recording)

Mixpanel (website analytics)

Segment (customer data platform)

Trello (project management)

Hotjar (user behavior analytics)

Skills and experience that will aid success in this role

2+ years working as a Customer Success Manager, Technical Account Manager, Support Specialist, or similar customer-facing role, at a SaaS company. Or…

Significant experience at a SaaS startup as a Product Manager, UX Researcher, Product Designer2, etc., and willingness to move to CS.

1+ years working at a Startup (Seed or Series A) or less than 100 person company

Empathy with customer goals, frustrations, and circumstances; High emotional intelligence and communication skills to work with people from diverse backgrounds and experience.

Ability to understand how business decisions take place, and establish solid relationships with key stakeholders within your customer accounts, leading to strong renewals, expansion, and advocacy,

Basic understanding of HTML, CSS, JS, web technologies (e.g. iframes, shadow DOMs, SPAs, etc.), APIs, and browser console debugging tools.

Passion for technology and interest in becoming an expert in the field of PLG (product-led growth), user onboarding, and self-serve success.

Comfortable working in a fast-paced startup environment; you’re a self-starter, and we’ll encourage you to have flexibility in your day-to-day work to try new things

Other requirements

You are located in the United States or Canada

You have a fully functioning workstation and a quiet place to work (and take calls) with a high-speed internet connection

Fluency in English (written and verbal)

Key compensation and benefits for this role

💵 Salary range is $70k-$90K USD annually, based on experience and amount of early-stage equity. We benchmark according to similar stage and sized companies

🚀 High-quality standards, regular feedback, and opportunities to help you grow quickly

🌳 Flexible work hours and generous time off, plus no-meeting Fridays! 🤸‍♀️

💻 New MacBook and $1,000 office budget for home office equipment

🧘 Allowance for mindfulness/meditation app subscription

💡 Work with some of the best product people in the world as customers

🏕️ Fully paid international team retreats, we just held our 2024 in Palmetto Bluffs, South Carolina!

🚀 Ongoing coaching and mentorship from the leadership team

🌈

Chameleons are all different and uniquely beautiful. They change and aren't required to associate or identify with any specific labels. We welcome the chance to get to know you and are committed to building a diverse and inclusive team that consists of a variety of backgrounds, cultures, languages, abilities, experiences, preferences, and characteristics. That's what helps us all grow and evolve.

🧠 We designed the application process to be engaging

Our hiring process is designed to give you a taste of working at Chameleon as a Customer Success Manager so you can reliably decide whether this is the right role for you (or not!)

We expect this process to take 2–4 weeks from the time you apply

Application (~20 mins, below) We try to make this application engaging. It will allow you to showcase your skills in a way that goes beyond submitting your resume. Plus, it will help us get back to you more quickly if we decide to move forward!

First interview (30 mins)

We’ll answer your initial questions, have a few of our own and ensure you understand what to expect going forward. This will be your first chance to meet a Chameleon teammate 🦎

Second interview (45 mins) You’ll meet with Tiago (Head of CS) and Kevin (Lead CSM) to answer role-specific questions discuss your experience and how you would apply it in this role (and at Chameleon)

Take-home exercise This will be a technical exercise that we expect to take 2-3 hours in total. This will resemble the kind of work you will do, so it helps us assess if this is a good fit.

Exercise debrief (1 hour) If we're impressed with your exercise, Tiago will schedule a call to discuss it and have you meet some other folks from the CS team. We’ll discuss the take-home to understand why you made certain decisions and what you could have done differently.

Offer 🎉 We'll give you a call to provide you with details of your offer and hopefully agree on your start date!

Apply here

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We want to learn from our mistakes and uncover our blind spots. If you found anything in this application process unclear, inaccurate, misleading, or inappropriate, or if you have suggestions for improvements then please let us know! Email us at [email protected]

Work with purpose.