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Customer Success

Customer Success Manager

Founded circa 2012 in Barcelona, Typeform was founded by two designers: David Okuniev and Robert Muñoz. Their mission? Make online forms a little more human. Today, Typeform works on the future of online forms. Powering your brand’s interactions with beautifully designed, professional-looking online forms that people just love. Create forms, surveys, quizzes (and so much more) to grow your audience, improve just about anything, and validate (or invalidate) your best ideas.

The most important interaction on the web is the exchange of information between a brand and its audience. And that exchange usually happens through online forms. We believe that even a utility like online forms should be remarkable. Our customers say they get more answers from their audience and even the occasional compliment. Make every interaction count.

Typeform is a team of over 200 people representing 30 countries. Typeform is backed by fantastic investors – General Atlantic, Index Ventures, Point Nine Capital, RTAventures, and Connect Ventures. We have offices in Barcelona, Spain and in San Francisco, United States.

About the Role

In Customer Success, we inspire people to build the best typeforms they possibly can. That helps them make progress in their business, provide an unparalleled experience to their customers and ensuring they remain loyal users and advocates for Typeform in their communities.

To help us with this mission, we are looking for an ambitious Customer Success Manager to proactively and reactively drive retention and expansion of our most strategic customers. 

As a Customer Success Manager, you'll work closely with strategic customers to discover their business needs and challenges and then advise them on the best ways to use Typeform to solve them. Creative, energetic and self-driven, you understand the customer and their use cases and know how to be a trusted partner so companies stay and grow with Typeform.

To be successful, you must be able to manage numerous customers at different stages of the customer lifecycle with ease. You also love understanding a product in depth and then communicating that product to users.

In this role you will collaborate with Business Development, Product, Creative and other departments to help orchestrate and drive success for our customers. Not only will you be a key member of the Customer Success team, but you will also act as the voice of your customers internally at Typeform.

You will:

  • Become your customers' strategic consultant, learning about their business priorities, and guiding them on how to best leverage Typeform
  • Develop and maintain a deep understanding of Typeform functionality, use cases and technology partners
  • Collaborate with Sales and Business Development teams to optimize the handover process, as well as the expectations set for the customer
  • Onboard and assist new strategic customers, while simultaneously managing multiple customers who are at different points on the account lifecycle
  • Discover and evangelize new use cases for the customer, helping them to deepen and expand their usage of the product
  • Maintain a forecast of renewals and expansion opportunities with your portfolio
  • Build with the team a process to identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars, blog posts and on Typeform’s Online Community
  • Identify common problems within each account and develop strategies to solve each issue in a timely manner whilst also developing foolproof methods to ensure scalable solutions
  • Identify opportunities to develop new training materials designed to ensure successful customer onboarding, support business-wide adoption, and deepen Typeform proficiency
  • Bring intelligent product feedback and recommendations from customers back to other Customer Success teams, as well as Product and Engineering
  • Balance the best interest of your customers with Typeform’s
  • Contribute to the development of industry-leading processes and best practices to make the COM team more efficient and effective.

You have:

  • Perfect written and spoken English, proficiency in Spanish is a plus
  • + 2 years of relevant work experience in Customer Success in the SaaS industry
  • Track record building long-term relationships and partnering with a range of customers from individual business owners to C-level executives
  • Strong analytical and critical thinking skills. You love asking open-ended questions to really get to the root of the matter!
  • Influence with internal and external stakeholders to drive initiatives forward, even when blocked
  • High level of discipline; a self-starter who holds herself/himself accountable to exceed expectations
  • A passion for delivering the highest level of service and driving value for a portfolio of customers
  • Natural curiosity; the desire to always be learning
  • Communicates effectively and succinctly with savvy business acumen
  • Comfort in navigating ambiguity within a range of diverse customer organizations
  • Familiarity with Natero, Zendesk, and Looker (or similar tools)  is a plus

*Today, more than 2.5M people from all over the world use Typeform. We celebrate the diversity of our customer base, and we want our employees to reflect those differences. At Typeform, we’re committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We strive to be an equal opportunity workplace.

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Why work at Typeform?

Good question. Here’s a few reasons...
Culture

Great culture

Humble. Creative. Friendly. Talented. These are the people we hire and this is how our working culture is shaped.
Nationalities

Over 30 nationalities

Typeform is a melting pot of nationalities. Every day we learn something new about somewhere new.
Slippers

Make yourself at home

Quiet spaces. Social spaces. Outdoor spaces. Our office is designed for you—we’ll even buy you slippers to walk around in.
Flexible

Flexible working hours

Some of us are morning people, some of us are night owls. We focus on results, not what time you arrive.
spanish

¿Me entiendes?

Moving to a new country can be scary. With our free Spanish & English lessons, you’ll feel at home in no time.
Health

Private health insurance

As well as happy, we want you to be healthy. That’s why you get the best medical care with our health insurance.
Barception

Fuel for thought

Enjoy a healthy balanced lunch, and grab fresh fruit, juices, and coffee whenever you want. Oh, and our reception’s a bar—with beer.
Gym-v2

Discounted gym access

Like to exercise your muscles as much as your brain? Access 100s of gyms around Barcelona for next to nothing.
Books

Keep on learning

With our resource library and a learning & development structure, you’ll have everything you need to help you grow.

How you ask is everything.