Customer Success Manager

As a Customer Success Manager, you will use a combination of tools to help get new MIND users started, learn about their business and what coordination needs they have, and ensure that they know how to use MIND’s product to their maximum benefit. You will become a lifeline to these teams over their entire experience with MIND. Their successes will feel like yours. You are empathetic to their specific business processes, and to the variety of personalities in their team, and can craft communication and education tailored to each.

Equipped with the knowledge about what it takes for teams to succeed, you'll provide quantitative and qualitative feedback to the product team and support team, to improve the MIND product experience. To the entire MIND team, you'll exemplify an empathetic, customer-centric perspective that will help round out our approach to solving the challenges of team collaboration.

• Must know basic troubleshooting, understand configuration of the product, etc.
• Develop a keen understanding of the ins and outs of MIND software at a reasonably technical level
• Use these metrics to proactively intervene as issues manifest
• Develop and maintain relationships with key customers
• Build a customer on-boarding process to ensure customers use MIND effectively
• Aid in building walkthroughs, videos and training material for the above
• Help build and foster the existing MIND community support channels
• Relentlessly advocate the customer’s point of view during product development
• Work with the engineering team to triage issues
• Be a team-lead for the support/success organization within MIND, and eventually help scale the team 
• Implement infrastructure to track customer health, identify usage patterns, and see when customer patterns change

• Must have great people skills; know how to successfully manage customers
• Hybrid-role; will work with inside sales on phone calls
• 70% office-role / 30% travel (in the field)