Customer Success Manager at Square Root

| Austin
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We’re looking for a Customer Success Manager to join our team of Radicals and help redefine Customer Success. We not only delight customers but also transform them into advocates of Square Root and our product, CoEFFICIENT. We develop lasting client relationships by identifying opportunities, measuring results, and focusing on successful business outcomes. Intrigued? Keep reading! 

The Gig

Our customer success managers collaborate with customers + internal teams to deliver business value through our software + services. In this role, you will:

  • Become a subject matter expert (SME) in our customer’s domain, providing actionable and timely solutions to their business challenges
  • Be responsible for your client's upsells and renewals, which are the driving force of our business
  • Let your curiosity and problem-solving skills constantly find better solutions to internal and external initiatives and processes
  • Produce custom reports, more often than not using database queries, to improve adoption of a business area, module, dashboard or report
  • Tackle client integration + configuration of our products, training, project planning, contract management, and software delivery
  • Collaborate with teams from across Square Root to find the root cause of and creative solutions to client's business problems
  • Be the voice of the customer, essential to project success and helping our customers reach their goals!

About You

Here’s what we think makes a great Customer Success Manager:

    • You’ve got 3+ years of customer-facing experience as an account manager, product manager, sales manager, or program manager for a software company
    • You’re experienced in managing client expectations + increasing client satisfaction, adoption, and growth
    • You know how to nurture a client for advocacy and work to expand their use of our product
    • You’re a thoughtful communicator with clear and concise verbal and written skills
    • You’re positive, self-motivated, and comfortable wearing multiple hats 
    • You’re analytically-minded and love to solve complex problems
    • You’re innately curious and possess the initiative to tackle and own new projects or processes
    • You have a deep understanding and passion for exceptional user experience
    • You’ve got experience working within and adapting to technical teams
    • Computer Science degree or previous technical experience is a plus

    Basics

    • This role includes 40% travel.
    • Please apply with a cover letter​ that details why you’re a fit for the role and Square Root!

    Our Radical Culture

    Our culture is at the core of everything we do. As we grow, we’re not only looking to hire the best and brightest, but we’re also looking for people that share our values. This is the code we live by:

    • Think big; Do bigger. Big ideas are meant to be pursued. We have a bias for action, iteration, and impact.
    • Be Customer Inspired. Our customers’ toughest challenges inspire us to build innovative software. We delight them by deeply understanding their business and driving results.
    • Partner. We’re approachable, dependable, and collaborative. We go above and beyond to help our customers, our partners, and one another succeed.
    • Thrive. We revere personal and professional growth. We recognize individuality, embrace authenticity, and celebrate each other’s success.

    The Good Stuff

    Founded in Austin, Texas, we’ve been bootstrapped and profitable since our start in 2006. Along the way, we’ve added a slew of perks inspired by our team of Radicals. Here are some fan favorites:

    • Flexibility: no dress code, unlimited PTO, and paid parental leave
    • Competitive benefits and compensation
    • A cozy campus of 1920’s craftsman homes in downtown
    • Team lunches, stocked kitchen + bar, coffee-snob compliant coffee machines
    • Radicals get $3,000 a year to learn anything (seriously!). PEOPLE Magazine recognized our Learn Anything program in their 2019 list of "50 Companies that Care," located here.

    Dig it? Apply today!

    We’re always looking for people to add to and evolve our culture + company. We want you to bring your unique experience and perspective, so don’t worry about checking all the boxes. If our values and mission resonate with you, please apply! Additionally, Square Root is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender and sexual identity, national origin, disability status, protected veteran status or any other characteristic protected by law.

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    Technology we use

    • Engineering
    • Product
    • Sales & Marketing
      • JavascriptLanguages
      • PythonLanguages
      • RubyLanguages
      • AngularJSFrameworks
      • ExpressFrameworks
      • FlaskFrameworks
      • Node.jsFrameworks
      • Ruby on RailsFrameworks
      • MySQLDatabases
      • Neo4jDatabases
      • PostgreSQLDatabases
      • RedisDatabases
      • Survey MonkeyAnalytics
      • IllustratorDesign
      • InVisionDesign
      • PhotoshopDesign
      • SketchDesign
      • HTMLDesign
      • CSSDesign
      • ConfluenceManagement
      • JIRAManagement
      • TrelloManagement
      • WordpressCMS
      • IntercomCRM
      • SalesforceCRM
      • Campaign MonitorEmail
      • SendGridEmail
      • MarketoLead Gen

    Location

    We have a cozy campus of three 1920’s craftsman-style homes in the historic district of Clarksville, just a few blocks away from downtown Austin.

    An Insider's view of Square Root

    What are some social events your company does?

    We host an annual startup crawl where the public can get to know our Radical team. We also love our theme parties - my favorite was our "Circus" on our front-lawn. I love seeing everyone take part in assembling decorations + being genuinely excited to talk to anyone about what we do. Plus, having fun with your coworkers is a memorable experience!

    David

    Software Engineer

    What projects are you most excited about?

    I find our Move a Metric projects really exciting at Square Root. We work with clients to identify a key metric to improve. Using a combination of data science and technology we formulate a plan to help the client move that metric in a positive direction. Through this program, we’re able to show strong business value.

    Jessica

    Customer Success Director

    What are some things you learned at the company?

    Since joining Square Root, I've been able to use my annual $3k Learn Anything budget to understand more about photography, attend workshops + classes around HR best practices, complete my aPHR certification, and learn more about music production. Square Root believes in providing opportunities for every team member + continuously pushes me forward.

    Kelsey

    HR + Recruiting Coordinator

    How do your team's ideas influence the company's direction?

    Experimentation is deeply embedded in our Radical culture. Our technical teams (herds, as we like to call them) are constantly innovating how we deliver data to our customers. New architectures that increase performance + scale our applications often come out of both our bi-annual Hackathons and the $3k Learn Anything stipend we offer all Radicals.

    Mark

    VP of Engineering

    What are Square Root Perks + Benefits

    Square Root Benefits Overview

    Our culture is a sacred part of Square Root. Every Radical nurtures and evolves the experience, so we invest a lot in our team and our programs to help everyone Thrive! We sponsor 100% of healthcare for our Radicals + 50% to their family, offer Unlimited PTO, work-from-anywhere, and provide every Radical $3k to Learn Anything.

    Culture
    Volunteer in local community
    Partners with Nonprofits
    Daily stand up
    Open door policy
    Open office floor plan
    Diversity
    Documented equal pay policy
    Dedicated Diversity/Inclusion Staff
    Highly diverse management team
    Unconscious bias training
    Someone's primary function is managing the company’s diversity and inclusion initiatives
    Diversity Employee Resource Groups
    Hiring Practices that Promote Diversity
    Health Insurance & Wellness Benefits
    Flexible Spending Account (FSA)
    Dental Benefits
    Vision Benefits
    Health Insurance Benefits
    Mental Health Benefits
    Square Root offers Health Advocate, Teladoc, and Talkspace through our PEO provider.
    Retirement & Stock Options Benefits
    401(K)
    Company Equity
    Match charitable contributions
    Child Care & Parental Leave Benefits
    Generous Parental Leave
    Flexible Work Schedule
    Remote Work Program
    Our remote work program currently includes Work from Anywhere during the pandemic, as well as the ability to work from home as needed or part-time through the week for the foreseeable future.
    Company sponsored family events
    Square Root hosts an annual Family Day where all Radicals are encouraged to bring their family - immediate + extended. While we're all remote, we host magic shows, baking sessions + decorating events.
    Vacation & Time Off Benefits
    Unlimited Vacation Policy
    Paid Volunteer Time
    Sabbatical
    Paid Holidays
    Perks & Discounts
    Beer on Tap
    Casual Dress
    Company Outings
    Stocked Kitchen
    Some Meals Provided
    Happy Hours
    Parking
    Pet Friendly
    Professional Development Benefits
    Job Training & Conferences
    Tuition Reimbursement
    Promote from within
    Continuing Education stipend
    Time allotted for learning

    Additional Perks + Benefits

    Our perks are inspired by our values and team. For example, in 2015 we added a $3,000 annual budget for each Radical to Learn Anything. Our Thrive value and the team’s passion for personal + professional growth inspired this perk. Through feedback surveys and 1-on-1 conversations, we continue to learn what matters most to our team. Each thing we add is meaningful, not just a box to check.

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