It's with that in mind that Beyond is looking to add a Customer Success Manager to our growing team. Reporting to our Manager of Customer Success SMB, EMEA, you will have the opportunity to be a key asset in developing and executing our strategy. This is an exciting opportunity for someone with a solid grasp of customer success processes who’s looking to take their expertise and build something new! You’ll develop & implement new processes, drive the results of the initiative, and serve as a go-to resource for other team members.

Before reading further...

Beyond is passionate about diversity and cultivating our team’s potential. If you’re hungry for a good opportunity, but don't meet every point in this job description, please apply anyway!

As our Customer Success Manager, you'll be responsible for: 

• Acting as the first point of contact for all SMB clients' journey with Beyond
• Hosting training webinars on revenue management best practices and how to effectively use our tool to increase revenue
• Performing regular check-ins with key stakeholders to ensure customer goals are being met
• Proactively managing  relationships with  accounts to maintain overall customer  health
• Monitoring and reporting on the health and risk of accounts
• Securing annual subscription renewals
• Responding to requests for support in a timely manner
• Documenting learnings to assist troubleshooting efforts of other team members
• Proactively creating expert customer content (e.g. helpdesk articles, videos, training quizzes) to guide our customers
• Contributing to the development of customer support processes as our customer base continues to grow

So what kind of person are we looking for in this role? The person who will be successful in this role will be: 

• Curious: you are curious by nature and have a knack for learning the ins and outs of software and a desire to dive into issues tp understand what is going on beneath the surface
• Empathetic: you are able to understand customer pain points and genuine desire to help our customers resolve issues
• People and Customer-Centric: you enjoy working with people and are driven to provide an excellent customer experience. You pride yourself on going above and beyond for teammates and customers
• Creative: you have the drive to identify creative ways to improve the customer experience and suggest new, out-of-the-box idea

Now that we’ve told you what the job looks like, here are the qualifications we're looking for in a candidate: 

• 1 to a maximum of 2 years of relevant experience in Customer Success Manager/Account Management
• Spanish, French and full proficiency in English is needed
• Experience communicating difficult, technical concepts with customers in a professional and thoughtful way
• Experience in balancing multiple tasks and customer needs simultaneously. Ability to prioritize your workday independently
• Ability to handle working in a fast-paced work environment
• Experience working with software (Saas exposure)

So what can you expect after you apply? Your application will be personally reviewed by a member of the Beyond hiring team and if there is a match in your experience and the role, you will:

• Have a video conversation with someone on our Recruiting team. This is a high-level conversation about your experience and interest, but also an opportunity for you to learn more about us
• Meet with our Manager of Customer Experience, EMEA for a deeper dive video conversation 
• Complete an assignment relevant to the role and meet with a few additional members of the Customer Experience team
• Have a final interview with a member of our Executive team