Vacancy expired!
Hello! We’ll start by introducing ourselves. We’re Sendlane! A SaaS startup that’s disrupting an entire industry by influencing the way people learn about and use email marketing automation. Established in 2015, we’ve grown year over year and that’s been possible because we are constantly looking to out-do ourselves and evolve.
With our headquarters found in sunny San Diego, CA, our team’s dedication to making Sendlane what it is today is humbling which is why we’re looking for that next “special someone” to help take us to the next level. That’s where you come in! Yes, you.
Listen, we get it. Job hunting is 100% THE worst. So, we're happy to tell you the search is over! You did it! You finally found the company of your dreams. Go ahead and give your boss "the finger", flip your desk, knock over your cubicle and march your happy self on over to Sendlane HQ! Just kiddingwe have to invite you. Please don't just show up.
Anyway, the search is on for our very first Customer Success Manager.
We’re all about transparency here at Sendlane so we’re going to give it to you straight and we’re not going to sugar coat it: You’d be a guinea pig, to start, in this role. We say that because we just did some major restructuring of our Customer Success department, as a whole, and we’re still getting our bearings on what it all looks like. We have the vision and now it’s time for the execution. So, that means that things will probably change (a couple of times) during your tenure with us and as long as you’re up for the challenge, prepared to be flexible and ready to contribute, then this shouldn't be anything too crazy for you at all!
Before we dive in, head first, on what this job is all about, let’s talk about you!
Above all else, you are quick as a whip, both in pace and smarts. Analytical by nature, you excel in problem-solving and identifying issues before they arrive - this, in particular, will serve you well in the Customer Success Manager role with us. Because you move quickly, your sense of urgency is also very high. Be it communicating with a client, working with a peer or finishing the task you promisedYou do things fast and you do them well. Strategy and execution are what propel you and your greatest strength is your follow through. You’re the one who gets things across the finish line. You give everything you do 110%. Honestly, the world would be a much more efficient place if we had more people like you. Alas, there can only be one.
Sound like you at all? Sweet, keep on reading! We still have to talk about the job!
In this role, you would be the trusted advisor to our customer base, owning their entire lifecycle, post-implementation. This means you alone would be accountable for their long-term success using our platform! Think of yourself as our client’s partner; Your job is to help them grow their business and, in turn, grow ours! Constantly solution-minded, you will strive to align technology and expertise on behalf of our clients, collaborating to determine (or, better yet, anticipate) their needs, recommend optimization opportunities, identify net-new strategies, develop retention efforts and manage expectations all along the way.
In other words: you will act as the never-ending support that our clients need to be successful.
Monitoring customer usage with an eye toward deeper platform adoption, you will lever customer data and usage patterns to propose product improvements and new feature recommendations. Maintaining high levels of customer engagement and satisfaction, The ultimate goal for this role is retention. Your focus is to deliver both meaningful business impact and delight simultaneously.
Nothing too crazy, right? Just in case you’re not a “paragraph” kind of person, here’s the bulleted skinny on what you can expect in this position, day-to-day and high level:
- Act as primary point of contact between Sendlane and its higher tier customers post-implementation
- Collaborate with customers to determine their needs, recommend optimization opportunities, identify net-new strategies, develop retention efforts, and manage expectations
- Maintain high levels of customer engagement and satisfaction with a focus on delivering both meaningful business impact and delight to our customers
- Monitor and analyze customer’s usage of application with an eye towards driving deeper platform adoption
- Leverage client data and usage patterns to propose product improvements and new feature recommendations
- Identify potential churn risk and lead proactive remediation efforts to mitigate and retain attriting customers
- Collaborate cross functionally with Sales, Implementation Managers, Engineering, Compliance and Product teams to optimize service delivery
- Ongoing iteration of processes to gain efficiencies in workflow while improving the customer experience
- Develop strong working knowledge of the Sendlane product and speak fluently about performance management and best practices, acting as a trusted advisor for your customers
Sooooooare you in? Have we scared you away? Are you overwhelmed? Or is this putting you to sleep because you could do this job with both hands tied behind your back?
Let’s take a break and talk about what’s in it for you! We strive to ensure that our employees have the best experience possible (while still remembering that you are here to do a job). COVID put a major damper on the fun we offer in-office but we’ve adjusted pretty well! Here are the benefits we offer:
- Health/Dental/Vision - 70% to 100% paid for by us (depends on the plan you pick)
- Parental Leave - New parent? Congrats! We pay you for 6 weeks!
- 401k - We match up to 4% (caveat: you need to be with us for 1+ years before this kicks in)
- Flexible PTO - Take what you need when you need it.
- We pay you to GO AWAY - $1000 bonus for taking time off!
- Equipment for your home office (including a MacBook and giant monitor)
- Monthly remote team building and consistent team engagement (we won’t force you to do Yoga with us but we will challenge you to do your best impression of the Spice Girls for $100 to Amazon)
When the pandemic is in the rearview mirror and we’re all in therapy, working through our new founded agoraphobia, we plan to remain “remote first”. This means that we’ll have our Office Headquarters open and available to anyone who wants to come in but if you’d prefer to remain a full or partially remote employee, we’ll enable you to do that!
Alas, someday we’ll be able to go back to that beautiful 12,000 sq ft space and when we do, you’ll get to reap the benefits of a fully stocked breakroom, beer and wine after 4 o’clock, standing desks, catered lunches, team trips, ping pong and a spinny chair of your very own (with 18 adjustment points!) AND, of course, actually socializing in person with people - do you remember what that’s like? Neither do we.
Well, if this all sounds like your cup of tea then we definitely want to hear from you.
Head on over to Sendlane's Careers Page and apply!
We look forward to hearing from you!
