Customer Success Manager

About PopSQL

Every company wants to use data to make informed decisions, and SQL is the lingua franca for data. However, data collaboration is broken. People are rewriting each other's queries, switching apps to visualize their data, and copying/pasting SQL into Slack.

PopSQL solves this by creating a beautiful, fun way to write SQL, visualize data, and share results. The product is loved by data teams from over 2000 companies including Target, Redfin, and Udacity. What we've built so far is just the beginning. Join us and build a great product, a great culture, and a great company 🚀

About the role

We are looking for the first customer success manager to join our growing Customer Success team. You will work closely with our Head of Customer Success and Support Engineer. A majority of your time will be focused on communicating with PopSQL’s paying customers. Your main focus will be on our Enterprise and Business customers and you’ll be asked to use what you learn from those conversations to create automated messaging for low touch paying customers and trials.

In working with customers you’ll be tasked with building relationships, helping customers use PopSQL to its fullest potential, and gathering feedback for our product team. As we release new features you’ll work with the product team to define how they fit into PopSQL best practice and which customers would be our best early adopters.

In addition to your core responsibilities as a customer success manager, you’ll be working with the rest of the customer success team to build a foundation we can build on as PopSQL scales. That includes email templates and sequences, improving customer reporting in our own PopSQL organization, and creating resources for future CSMs to use. We are still defining and improving core processes like business reviews, new user training, churn prevention, expansion opportunities, and renewals. You will play a key role in creating the culture and priorities of the customer success team.

Responsibilities

• Foster relationships with customer contacts at all levels to build trust and open up lines of communication for product feedback and expansion opportunities.
• Gather direct and inferred product feedback from customers and work with the product team to understand how things can be improved with new product features or by improving existing features.
• Identify growth opportunities by digging deep during conversations with customers and understanding their process and pains.
• Proactively identify risks to the customer achieving their stated business goals and build risk mitigation plans.
• Take diligent notes during calls with customers so we can share with stakeholders and follow up with customers in a timely and thorough manner.
• Define and improve PopSQL best practices and how PopSQL fits into the data stack to share with customers and internal stakeholders.
• Create content and automations that guide customers at each crucial moment in their customer journey, and as new product features are released.

Minimum Qualifications

• You have a passion for using data to solve problems. You’ll be using data every day to understand how customers use PopSQL and you’ll be talking about data stacks and best practice in every customer conversation.
• You’re an experienced B2B Customer Success Manager (or similar customer-facing role like implementations, solutions, or account management), preferably at a technical B2B SaaS company.
• You excel at driving effective conversations with senior leadership, facilitating difficult discussions, and adept at handling objections.
• You have experience implementing complex products or solutions to customers and training end users.
• You’re looking for a role where you’ll be actively working with product and engineering teams to create new features.

Benefits

• Competitive salary and meaningful equity

• 100% medical, dental, and vision coverage for you and your dependents

• Flexible working schedule and unlimited vacation policy

• MacBook Pro or equivalent 

• 401k

Location

Our team is spread throughout the Americas. You're free to choose your own hours and schedule your day in such a way that creates work-life harmony.