Customer Success Manager

| Austin
About the Role
Are you passionate about SaaS solutions? Are you creative yet data oriented? Do you like driving results and making an impact? If so, the Customer Success Manager (CSM) role is for you. The CSM role is part of Evernote’s Customer Experience organization and reports to the Director of Global Customer Success. Our Customer Success Managers are product authority and trusted advisors who drive adoption and increase value for our B2B customers by enabling our customers to work smarter, ultimately driving team productivity. We work hard and are serious about what we do - but we also like to have fun!
What you will do
  • Account management – Maintain direct relationships with Evernote’s B2B customers. Ensure our customers have the right knowledge to use Evernote to its fullest capabilities. This entails scheduling and conducting product demos, gaining insight into customer use case(s), and providing custom trainings as required.
  • Account Growth – Seek opportunities to grow adoption within the accounts you lead. Work with the administrators and key executives in the customer organization by providing solutions that are customized to the needs of those key stakeholders.
  • On-boarding – Take the lead by on-boarding new customers onto Evernote’s platform. This will require cross-functional coordination with the Evernote Sales team to ascertain use cases and develop custom programs to ensure a smooth launch.
  • Advocacy – As the main point of contact for the customer, advocate on our customer’s behalf. This includes partnering with cross-functional teams across marketing and product to serve as the voice of the customer within the organization.
 You will also
  • Be responsible for key customer success metrics including renewal, account growth and churn.
  • Drive Evernote Business license adoption and active usage via one-to-one or one-to-many consultative approaches.
  • Advise customers on best practices to train and launch Evernote Business at scale within customer organizations.
  • Develop strategic adoption plans for strategic accounts.
  • Conduct regular business reviews with strategic accounts.
  • Identify opportunities for growth, post-implementation.
  • Advocate for customers and partners with cross-functional team members to translate business needs and requirements into new product solutions.
  • Develop and track key deployment and adoption metrics.
  • Identify and drive customer references and case studies.
What you have done
  • Bachelor's Degree, or equivalent practical experience
  • Minimum of five years experience as a customer success manager or similar function 
  • Embody strong account management skills and providing exceptional customer support
  • Have managed a portfolio of customers and driven growth within those accounts
  • Self-motivated problem solver with a passion for data and a strong work-ethic
  • Very strong written, communication and interpersonal skills, including presentation skills
  • Ability to manage multiple projects simultaneously while paying strict attention to detail
  • Familiar with Salesforce.com
Who you are
  • Enthusiastic problem solver
  • Out of the box thinker
  • High-energy
  • Tenacious
  • Service oriented and enjoy speaking with customers all day
  • Great teammate

Read Full Job Description
Apply now

Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • React NativeLibraries
    • ProseMirrorLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • Google CloudFrameworks
    • KubernetesFrameworks
    • DockerFrameworks
    • AirflowFrameworks
    • BigData TechnologiesFrameworks
    • SplunkFrameworks
    • DataDogFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • SpannerDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • FigmaDesign
    • JIRAManagement

Location

3300 N. Interstate 35 , Austin, TX 78705

An Insider's view of Evernote

What's something quirky about your company?

A quirky thing about Evernote is the level of access provided to company leaders. While a lot of companies have open plan offices, I'm not sure for how many companies that same open spirit infuses communications and interactions. At Evernote, input from employees is encouraged and considered. If you're a member of the Notable Herd, you are heard.

Dewi

Director, Customer Experience

What does your typical day look like?

I help build Evernote's new mobile apps. This entails conversations with Product, QA, and Design to strengthen the feature descriptions. We research tools, and as we're building, test drive our new feature. We put a lot of effort to review our teammates' code and keep our quality and performance high. We have plenty of fun breaks at the office.

José

Software Engineer

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

Our team provides fast and comprehensive service to 200M users worldwide. We educate our customers on our platform features and resolve issues through multiple channels. We raise the voice of our customers and inspire feature creation to make our user's lives easier. By doing this, we increase customer lifetime value and company financial health.

Justina

VP, Global Customer Experience

What are Evernote Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Evernote Corporation has a Section 125 Plan available through Discovery. One debit card is issued per user and can be issued for both FSA and HSA.
Disability Insurance
We offer full benefits (medical, dental, vision, life and disability insurance, and 401K), and cover 100% of the employee premium and 70% of any dependent coverage elected.
Dental Benefits
The dental plan is provided by Guardian Dental PPO.
Vision Benefits
Vision benefits are covered through VSP.
Health Insurance Benefits
We offer full benefits (medical, dental, vision, life and disability insurance, and 401K), and cover 100% of the employee premium and 70% of any dependent coverage elected.
Life Insurance
Evernote makes available Life, Accidental Death and Dismemberment, Short Term and Long Term Disability Insurance for all benefits eligible employees at no cost to the employee, through Cigna.
Wellness Programs
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
The Evernote 401K Profit Sharing Plan is provided through Vanguard and administered by Sequoia Benefits. Employees may participate immediately upon hire and are allowed to change their deferral amount
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family is important to us, and new parents are encouraged to take time off when welcoming a member to the family. We offer 6 weeks of additional paid leave.
Flexible Work Schedule
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Free Daily Meals
We provide free breakfast on Wednesday. Employees get free lunch on Monday, Tuesday, Wednesday, Thursday, Friday.
Professional Development Benefits
Diversity Program
Lunch and learns
Promote from within

Additional Perks + Benefits

This is a place where your authentic self is celebrated. Our product is built from our passion; we are constantly evolving our business and culture in order to meet the needs of our customers and employees that impact and inspire us everyday!

More Jobs at Evernote6 open jobs
All Jobs
Dev + Engineer
Marketing
Operations