Customer Success Manager

Who we are

Typeform is a refreshingly different form builder. We help over 150,000 businesses collect the data they need with forms, surveys, and quizzes that people enjoy. Designed to look striking and feel effortless to fill out, Typeform drives 500 million responses every yearand integrates with essential tools like Slack, Zapier, and Hubspot.

About the Team

The Customer Success Team is focused on helping Enterprise customers explore whats possible with Typeform. We work with our Enterprise customers throughout their lifecycle to ensure that they are using Typeform to their fullest potential. By proactively engaging our customers in different lifecycle stages, we maintain the role of trusted advisor and work with our Enterprise customers to continue to grow with our tools.

Ultimately, we believe that Typeform can empower our customers to build meaningful relationships with their team members and customers alike. That mindset drives us as we seek to enable mission critical processes for our customers, and maintain a strong core relationship.

About the Role

As a Customer Success Manager, you will be primarily responsible for partnering with Typeforms Enterprise customers to help them achieve their business goals. Youll work with new customers who have purchased our Enterprise plan, as well as existing customers that have upgraded, driving activation, continued adoption, retention, and creating lasting partnerships.

As a product and customer specialist, you will provide recommendations, identify potential obstacles, and utilize internal tools to proactively identify opportunities for customers to expand their use cases. You will drive results through product training, education, use case exploration, and risk prevention and mitigation, in order to continually improve and impact the customer experience.

Youll be a great fit for this role, if you are curious, creative, enjoy problem solving, helping customers discover new opportunities,analyzing data, and find satisfaction in iterating on and improving processes

What youll do

• Partner with customers at key moments in their lifecycle to develop an understanding of their needs and coach them on how to use Typeform to reach their desired goals
• Introduce new opportunities to expand usage and optimize client experiences
• Use internal tools to monitor customer health, usage metrics, and progress
• Connect with and assist customers when they fall out of engagement cadences, nurturing usage and mitigating risk in accounts
• Identify expansion opportunities and negotiate and close renewals
• Deliver account reviews and information around trends to leadership and cross functional teams
• Collaborate across teams (Sales, Support, Product, Community, Marketing) to ensure a smooth journey, and deliver impactful feedback to inform content, program, and product development.

What you bring

• Proven experience in customer success or a customer relationship management type role with a preference for prior experience working in a SaaS company
• Easily builds rapport with customers and team members
• A proven track record of expansions and renewals
• Process-driven and analytical
• Can identify and communicate trends in their book of business
• Strong written and verbal communication skills
• Ability to breakdown and communicate technical terminology in a non-technical manner
• A passion for delivering the quality level of service
• Natural curiosity and enthusiasm
• A team-focused, collaborative instinct
• Flexible, open to change, and a sense of humor never hurts!

Extra awesome:

• Youre excited about the tools
• Time and work management skills to prioritize customer engagements and requests
• Previous experience working in a fast-paced organization

We also want to ensure equitable pay across the team and alignment with market data but let us handle those details. Were committed to clarity and honesty, so feel free to ask us anything along the way.

*Typeform drives hundreds of millions of interactions each year, enabling conversational, human-centered experiences across the globe. Wemove as one team, empowering our collective efforts by valuing each individuals unique perspective. This fostersstrong bondsgrounded in respect, transparency, and trust. Wechampion our diverse customer baseby anticipating their needs and addressing their challenges with priority. Committed to excellence, wehold high expectationsfor ourselves and each other, continuously striving to deliver exceptional results.

We are proud to be an equal-opportunity employer. We celebrate diversity and stand firmly against discrimination and harassment of any kindwhether based on race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or veteran status. Everyone is welcome here.