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Customer Success Manager, Enterprise

Reforge

Reforge

Customer Service, Sales & Business Development
United States · Remote
Posted on Friday, June 28, 2024

Overview

Founded in 2016 and bootstrapped for the first 5 years, Reforge connects 4500+ companies in 180 countries to the knowledge of top VP and C-Level operators from companies like LinkedIn, HubSpot, Atlassian, Uber, Dropbox, and many more. Through our product, professionals get access to:

In the past 8 years, we’ve built a premium education brand in the functions of Product, Growth, and Marketing. In 2022, we launched Reforge for Teams, our B2B business which today serves 800+ customers ranging from Series Seed startups to Fortune 100 companies including Meta, Google, Microsoft, Nvidia, Bloomberg and more.

Customer Success

We stood up our Customer Success Team in August 2023 to serve our growing B2B customers. Customer Success leads the charge in helping teams leverage Reforge to maximize their ROI. In the last 10 months, our small but mighty team has built foundational systems and helped unlock value for our customers and our business. We’re now looking to grow our team to keep pace with the growing B2B business and overall market opportunity for Reforge.

Why This Is A Unique Opportunity

  • Impact - You’ll be one of the people at the company closest to understanding our customers, and be a key liaison to product as well as our expert network, informing what we build next
  • Network - You’ll work closely with senior leaders at top tech companies, from Zapier to Microsoft, going deep on their biggest challenges and helping them achieve their goals of building world class products
  • Creativity - You will have the freedom to flex your creativity, with the ability to test, iterate, and scale ideas quickly across our sizeable customer base
  • Inflection Point - You will be a key driver of Reforge through the company’s most critical inflection point yet, as we ship large, ambitious bets and cross the threshold of profitability

Jobs To Be Done

  • Activation: Develop and implement strategies to activate teams customers
  • White Glove Engagement: Lead relationship with strategic accounts; Partner with product, marketing, and sales counterparts to scale insights
  • Insight Collection & Dissemination: ****Identify major unsolved pain points occurring across our target customers and help product and marketing prioritize their efforts accordingly

What We Are Looking For

  • Minimum 4+ years working in a client or customer-facing role
  • Experience working in a fast-paced environment (previous startup experience strongly preferred), ideally in a CSM role working with Enterprise customers
  • Exceptional interpersonal and active listening skills enabling you to unpack goals and challenges of senior technology leaders while building trust
  • Data driven approach to help you prioritize a large number of accounts with limited time (experience working in CRM is strongly preferred)
  • Comfort operating autonomously as well as collaborating with a team
  • Highly motivated individual who thrives on challenge and has a track record of demonstrating a growth mindset
  • Strong project management and prioritization skills, and a demonstrated ability to work successfully on cross-functional teams

KPIs

  • Gross/Net Dollar retention on Team accounts

BENEFITS

The internal mission of Reforge is to create an environment where you create the best work of your career. In order to do that we offer:

  • Flexible/Distributed Work Environment - Everyone does their best work in different environments. We operate as a distributed-first team and offer financial support that enables you to create the schedule and environment that fits to you.
  • Professional Development - We focus on a culture of learning. We offer full financial reimbursement for almost all professional development interests and efforts.
  • Benefits - We offer top rated health, vision, and dental insurance. We cover 100% of monthly premiums for employees, and 70% for dependents.
  • Salary + Equity - We offer highly competitive salary and equity inline with top tier technology companies (see below).
  • 401k - We offer the opportunity for you to contribute to a 401k directly from your paycheck
  • Flexible PTO - Having plentiful “off the grid” time is a key to doing your best work. We offer flexible PTO. Take time when you need it. Everyone must take at least 10 days per year, and we highly encourage more.

COMPENSATION

We have built a data-driven Compensation Philosophy at Reforge, with the intent of enabling all employees to do their best work. When setting compensation for each role, we use bands that include a target salary; on occasion we will extend an offer above or below the target if the skills presented in the interview process show spikes or peaks—but this is rare, and the highest likelihood is that your offer will be at target.

We do not negotiate offers because our compensation philosophy is based on equitability and intentional placement within the market. The target OTE for this role is $120,000 annually, including $96,000 salary, and $24,000 variable. Total compensation includes an equity grant and benefits.

Our commitment to diversity and inclusion: We deeply value creating a team with different perspectives, educational backgrounds, and life experiences, and we prioritize diversity within our team. We encourage people from underrepresented backgrounds to apply.