About Bento
We believe in a world where great businesses are built on the backs of innovative products and the ability for customers to repeatedly get value out of those products. Concepts like "time-to-value" are increasingly important – not just for the customer, but for the business and software teams.
Even initial "onboarding" or "implementation" is just the tip of the iceberg. We rally around a vision of everboarding. That's why we're building Bento, to give modern software companies the system to design engaging and collaborative adoption workflows, without needing to build or maintain it in-house.
Bento is backed by top investors including Y Combinator and is distributed across the continental US.
One of the design principles behind bento boxes is: "everything in moderation and collectively cohesive."
👋 This role
The Customer Success Manager role is an instrumental role in the long-term success of our business. You will be working with our customers to ensure they're able to design and deliver delightful everboarding journeys to their customers.
As our first CSM, you'll directly shape the foundations for what Success looks like at Bento and this gives you a front-line seat to shape our culture, voice and product.
- You'll become a power-user of Bento itself, creating and experimenting with new onboarding guides and interactions so our customers can increasingly self-serve
- Coach our customers on how to design effective experiences by sharing best practices, benchmarks, and pointing them to the most relevant features
- Manage all customer pilots including shaping pilot success criteria and managing stakeholders along the process.
- Proactively pull, track, and analyze both quantitative and qualitative data to identify insights. Connect data to customer value and communicate a clear narrative of value.
- Develop a range of materials beyond Bento, including help center documentation, product marketing materials and training videos.
- In addition to your customer-facing responsibilities, you’ll also need to wear the hat of a UX researcher or product manager for internal product discussions, translating customer usage and feedback into actionable insights and feature ideas.
This role is remote, and open to anyone working within EST and PST timezones. However, if you're in SF we collaborate 2 days a week in person.
📝 Skills & cultural fit
Strong communication skills
- Excellent writing skills
- Ability to deliver feedback to customers (on how they can get most value from Bento) with credibility, kindness and enthusiasm.
- Ability to deliver feedback to the internal team (on how we can improve Bento) with evidence, context, and passion for solving the problem
- Exceptional ability to influence & drive action through others, coupled with the ability to be a proficient listener
- Ability to think quickly on your feet and answer unexpected questions with ease
Relevant startup experience
- Previous experience in customer success, account management, or marketing at a technology company, ideally in b2b SaaS
- Enthusiasm for creative problem-solving even when it's not "exactly in your swimlane"
- You thrive in an iterative environment and value incorporating customer feedback into the product, and product guidance to our customers.
- Familiar with working in small teams at fast-paced early stage startups
You grow, we grow
- Personal growth is important to you: you have a clear idea of how and where you want to grow, and are excited about being in an environment that enables growth with feedback, opportunities and ownership.
Benefits
- Highly collaborative working environment with teammates who are always willing to help
- Strong culture of learning, personal development, and growth
- Medical, vision and dental coverage
- Unlimited PTO with annual minimums
Bento
