Manager of Customer Success at A Cloud Guru

| Austin
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The Manager of Customer Success

CUSTOMER-FOCUSED | INSPIRING | COACH

As a Manager of Customer Success at A Cloud Guru, you'll manage a team of Senior CSMs & Strategic CSMs who own the post-sale customer relationship for our B2B Enterprise side of the business.  You will oversee the performance of your team and work as a player/coach to ensure an excellent customer experience for all of our accounts. You will be responsible for crafting new plays, up-leveling your team and rolling up your sleeves to help build an exceptional experience both internally and externally.

Hello, we're A Cloud Guru

Our friends call us ACG.

At ACG, you have the chance to help people change the trajectory of their lives. The chance to help businesses stay in business. The chance to teach the WORLD to cloud, all while working some magic for your own career along the way. At ACG, we make engaging online training packed with personality and slick presentation for an experience more like firing up Netflix, less like a stuffy classroom. Our mission is to teach the world to cloud. 2 million down, 7 billion (give or take) to go.

There aren't many company cultures like A Cloud Guru's in the world. This year, we were awarded the #1 Place to work in Austin, as well as Best Company Culture and Best Companies for Diversity. Who we work with is as important as what we do.

What makes the Customer Experience team awesome...

We’re lucky to serve a loyal base of gurus who are super passionate about ACG. They like actually like us. We do all we can to let them know the feeling is mutual — like showering them with swag or sending individual videos to help learners celebrate getting certified. Keeping it fun is such a big part of our team's culture. We take our jobs seriously, but we don’t take ourselves too seriously. We're just a random bunch of humans that came together to have fun and help others.

There is no stifling of ideas or individuality. Your ideas are very much welcomed and encouraged. - Kellie, Cookies Guru (and Senior Customer Success Manager)

As a Manager of Customer Success at ACG, you’ll get to:
  • Learn new technologies quickly and deliver A Cloud Guru’s value proposition
  • Engage with key stakeholders post-sales, driving customer on-boarding, adoption, satisfaction and ensuring retention
  • Facilitate weekly 1:1s providing coaching, feedback, direction and skill-upleveling
  • Know the strengths of your team members and actively encourage their development
  • Develop best practices for customer onboarding, engagement and ultimate renewal
  • Hone in on customer trends and scenarios to continuously evolve those best practices
  • Effectively manage your team to meet and exceed key retention & usage goals
  • Be the voice of customers internally and advocate improvement in every aspect of the B2B customer experience
  • Be a part of the creation of our new Strategic Accounts team including process creation

We are looking for someone who can:

  • Maintain a deep understanding of ACG product offerings and speak with customers about the most relevant features for their specific business needs
  • Focus on evolving current customer processes for scale
  • Leverage data to inform onboarding improvements to shorten the time to value
  • Identify process needs and efficiencies across the team and our customers
  • Showcase a tenacious focus on driving long-term value for customer
  • Build a team that provides world-class service to customers
  • Hire, train, and develop team members
  • Lead with professionalism, approachability, humility and humor
What you bring to the table

We focus on hiring values aligned people, because we believe the right person can learn all the things to be successful in their role. Self-confidence plays a big part in what you apply for. We encourage all job applicants to apply even if they are nervous to do so. College degrees aren't required for any roles, and career gaps or switches are totally welcome.

  • 3+ years of experience as a Manager across Enterprise teams in Customer Success or Account Management
  • Proven track record of managing teams, driving high performance and inspiring team's actions
  • Experience growing and scaling teams, including coaching and hiring
  • Excellent communication skills across all mediums, both internally and externally
  • Proven ability to develop relationships quickly
  • Experience delivering on key Customer Success metrics
  • Start-up or SaaS experience a plus
  • Bachelor’s degree or equivalent experience

We want the people who care about doing a good job. The ones who have the humility and hunger to learn. - Sam Kroonenburg, Co-Founder and CEO

More than a job

Where you work isn’t just a career decision -- it’s a life decision. Everyone has family, friends and interests outside of their careers, so we offer perks and benefits to make work, work better for you.

  • 4 weeks PTO, plus 10 sick days, and holidays. Because even when your office is your living room, we all need time to unplug.
  • Remotely awesome. Get $500 to level up your home office, monthly snack boxes, free Headspace access, weekly lunch funds, and $50 monthly for internet.
  • Remote first environment. Feel connected to your coworkers with events inspired by our values, weekly virtual happy hours, and lunchtime trivia.
  • Gender-neutral paid parental leave. Expanding your family? We offer 12 weeks of gender-neutral paid parental leave, and reimburse up to $10,000 for eligible adoption expenses.
  • $1,000 continuing education budget. All Gurus get $250 a quarter to spend on personal development, and 2 hours each week reserved for learning something new.

What’s the interview process like at ACG?

Applying for a job can feel intimidating and like a full-time job of its own. You shouldn’t have to burn through a week of sick time or all your best out-of-office excuses just to put feelers out for a new career opportunity. We want to be as transparent about the process as possible to help ease your mind. It’s our goal to provide you a fair, efficient interviewing experience that respects you and your time — and to do it all with a sidecar of delight.

Once you submit an application, we’ll review it. If you’re a good fit, you’ll have an initial chat with a recruiter over the phone. A phone interview with a manager typically follows. Depending on your role, you might then be asked to do a little homework (but nothing too time consuming). Then we’ll schedule a Zoom call to meet other members of the team, answer any questions you have, and give you a feel for what it’s really like to work at ACG. If you're on the fence, just give it a try.

Keep being awesome, Cloud Gurus.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • DynamoDBDatabases
    • FirebaseDatabases
    • RedshiftDatabases
    • S3Databases
    • Google AnalyticsAnalytics
    • LookerAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • FigmaDesign
    • MarvelDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • Constant ContactEmail
    • SendGridEmail
    • MarketoLead Gen

Location

Feed off the energy of Downtown Austin. Sit in the grass of the Capital, talk business over Medici coffee, and become a regular at a local lunch spot!

An Insider's view of A Cloud Guru

What’s the vibe like in the office?

It is very open and laid back, but also fun! You can just tell that everyone is happy to be here. You can feel the positive energy. We all joke around, but we still get work done - and do it well. Everyone is really good at their job and really passionate. We kick some booty.

Montana

Finance Guru

What projects are you most excited about?

I’m thrilled to work on projects that offer custom solutions for our customers. Whether I’m curating content for their specific roles or partnering with Training Architects to build personalized webinars, each project is really special because it’s created specifically for our learners to support them in their day to day efforts.

Christina

Marketing Guru

What makes someone successful on your team?

Throughout the company everyone, regardless of the team they are on, strives to help each other. Technical Editors craft content from the perspective of the student. Video editors make content look amazing. Designers craft awesome images and designs to support our courses. If you have ideas, ACG is a place where everyone helps them come to life.

Karlos

Training Architect

What is your vision for the company?

Cloud is the future and we're here to send as many into that future as we can. We set them up to achieve remarkable things and build a brighter tomorrow. Our vision is to chart the course to cloud maturity for businesses and individuals. We accelerate their journey and power their competitive advantage.

Lady

Chief Doggo Officer

What's the biggest problem your team is solving?

It makes a difference when you can get out of bed in the morning selling something that’s doing actual good. Organizations all over the world, of all sizes, in every industry, are facing a major challenge and opportunity with cloud. We reach out to these businesses with real value, because we have a product they need.

Madeline

Sales Guru

What are A Cloud Guru Perks + Benefits

A Cloud Guru Benefits Overview

We treat our people well, simply because it's the right thing to do.

Culture
Volunteer in local community
To celebrate our value 'Be Hungry, Stay Humble' we plan a day of charity each year. We volunteer around the city, and are active environmentalists.
Partners with Nonprofits
Our vision is to enable anyone, anywhere to become a cloud guru. We live this by partnering with nonprofits like Women Who Code and gifting money to all employees to donate to charity.
Friends outside of work
Eat lunch together
Intracompany committees
We stay connected through our Culture Committees, A Proud Guru, Anti-racism DIG (Diversity and Inclusion Groups), and Women-In-Tech DIG.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
From ex-6th street bar owners to ex-Silicon Valley, our management team, lead by our fearless leader and President Katie Bullard, is not only diverse in gender, but also background.
Unconscious bias training
All employees go through unconscious bias training annually, as well as when they become a people manager and interviewer. Plus we have tons of bias reminders trickled into our day-to-day.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Our anti-racism and women in tech groups are the first of our employee resource groups. We also have A Proud Guru lead by our LGBTQIA community!
Hiring Practices that Promote Diversity
We use Greenhouse Inclusion which is paid software to help remove unconscious bias from our hiring practices.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Put aside up to $2,700 bucks to spend on yourself, or $5,000 on your dependents. $$$
Disability Insurance
Dental Benefits
A Cloud Guru pays for 100% of employee dental up to a cap dollar amount.
Vision Benefits
A Cloud Guru pays for 100% of employee vision, up to a cap dollar amount.
Health Insurance Benefits
We offer medical, dental, and vision insurance plans that fit your needs, whether it’s just you or you’re supporting a family.
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
From free headspace licenses and daily meditation to our Employee Assistance Program and manager hotline, wellness means physical AND mental health!
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide 12 weeks of parental leave, so go on and have a little one.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
We reimburse up to $10,000 for eligible adoption expenses and 12 weeks of paid leave.
Restricted work hours
Company sponsored family events
Work to live, don't live to work!
Vacation & Time Off Benefits
Generous PTO
Even when your office is your living room, it can be good to get away from it. All Gurus get four weeks paid time off, 10 sick days, and enough holidays to make a banker blush.
Paid Holidays
We offer all employees paid time off for all major holidays
Paid Sick Days
Sorry you're sick. Here's 80 hours of paid sick leave a year.
Perks & Discounts
Casual Dress
Commuter Benefits
Are you a train or bus person? When we're in the office, we offer free parking for our drivers, and if you're a walker we reward you with $125 monthly stipend.
Company Outings
Get to know the Gurus with good times, like get-togethers inspired by our values, virtual drawing sessions, or a socially distanced drive-in movie.
Free Daily Meals
Family lunch is our favorite office tradition. When we are in the office we don't eat at our desks, we eat together.
Stocked Kitchen
We eat a lot of cheese, and have heated debates over LaCroix vs Waterloo. The hard-boiled eggs are a bit watery, but people eat 'em!
Some Meals Provided
Happy Hours
Parking
We have your Downtown parking covered. We offer paid garage parking nearby the office.
Pet Friendly
Our office doggo Lady will greet you at the door and steal food out of your trashcan.
Recreational Clubs
Relocation Assistance
Fitness Subsidies
If you walk, train, or bus to work, you get money monthly that can be put towards a gym membership.
Home Office Stipend for Remote Employees
To make WFH a little more awesome, you get $$$ to build out or improve your home office set up.
Professional Development Benefits
Job Training & Conferences
Training is in our DNA. Every Guru is given $250 a quarter to spend on professional development, and given 2 hours EVERY week to put aside their daily work to focus on training.
Tuition Reimbursement
Gurus get $1000 annually to use towards any personal development including tuition, textbooks, and classes.
Diversity Program
Lunch and learns
Improve your sales skills, branding skills, learn how to not get your passwords stolen, figure out what the heck is going on with your benefits... we love a good lunch and learn!
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Every Friday for 2 hours, we put down our normal work and spend time learning something new.
Online course subscriptions available
Customized development tracks
Paid industry certifications
Within months of joining, all Gurus take their Certified Cloud Practitioner exam, so that we can empathize with our students. After that, use your training budget for all the certs you need!

Additional Perks + Benefits

We were always really proud of the in-office experience we created for people. The space, the location, and what we offered internally was really key. Then COVID happened, and that all went out the window. That's why it was important for us to recreate this experience virtually for our new hires and our existing team. We wanted to take our best-in-class office experience and make it a best-in-class at home experience.

To learn more about our remote culture and perks, check out this article: https://www.linkedin.com/pulse/cloud-guru-launches-new-wfh-perks-benefi…

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