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Customer Success

Senior Customer Success Manager (US Remote)

About Typeform

One sunny Barcelona morning, two designers sat down to build a beautiful lead gen form for a bathroom company’s showroom. They ended up reimagining the data collection experience, and realized it was one idea they wouldn’t be flushing down the toilet. Today, Typeform is a team of over 300 people from more than 35 countries, with offices in Barcelona, Spain and San Francisco, US.

We’re building a world where brands, businesses, and their communities can have more personal relationships with the people who matter most. To do this, we give people the tools they need to have conversational experiences at scale—because meaningful relationships start with conversations.

From online lead forms and engaging quizzes, to face-to-face encounters in the office, help us build more meaningful relationships, one conversation at a time.

About the team

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

To help us with this mission, we are looking for a Customer Outcomes Manager—the code name for our CSMs—that will own retention and expansion for our most strategic customers.

About the role

You will be our first Senior Customer Outcomes Manager based in the US. This means your role has two main missions: be an indispensable business partner for the customers you will be working with and coach other US-based Customer Outcomes Managers.

The first one means you will work with our Enterprise customers to deeply understand their needs and advise them on the best ways to use Typeform to solve them. More than a point of contact, you want them to see you as a valuable business partner.

The second ask for you is to coach our newly created Customer Outcomes team in the US. For this, you need to excel at the following remote work essential skills: communication, collaboration, time management, critical thinking and adaptability. You need to be able to work independently, be self-motivated and resourceful to get your work done. And you will help other CO Managers at excelling at these too. 

In this role, you will collaborate with Sales, 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.

What you’ll do:

  • 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
  • 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
  • Maintain a forecast of renewals and expansion opportunities with your portfolio
  • 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 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
  • Coach US-based CO Managers 
  • Contribute to the development of industry-leading processes and best practices to make the COM team more efficient and effective.

About you

Here's what we're after:

  • Perfect written and spoken English
  • + 5 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!
  • Decision making and independence: given the time difference, you won’t have your coworkers and your manager close by, so you need to be able to analyze and make the right decisions quickly
  • 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
  • Comfort in navigating ambiguity within a range of diverse customer organizations
  • Natural curiosity; the desire to always be learning
  • Communicates effectively and succinctly with savvy business acumen

It'd be amazing if you also have:

  • You can have a business conversation in Spanish (and write as well)
  • You have worked in the past with Salesforce, Zendesk, and Looker (or similar tools)

Think you’re a good fit? Hit apply—success might be just around the corner 😉

*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.

Still browsing?

Like rummaging around the back of your couch, you won’t always find what you’re looking for straight away. Check out our other open positions.

Why work at Typeform?

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

Great culture

Here a typeform we put our customer first, starting from empathy we know that we win (and lose) together. And most importantly remember to bring joy to the journey along the way. This is how we create a meaningful culture.
Nationalities

Over 35 nationalities

Typeform is a diverse group of professionals from all over the world. With so many different perspectives, we get to learn from each other every day.
Slippers

Make yourself at home

Typeform's future is a hybrid. Which means we work to support you in working at your best whatever that may mean. Our offices in Barcelona and San Francisco are designed for you, if you need them and when you need them!
Flexible

Flexible working hours

We love working together, so we have office hours to ensure we get to collaborate, but of course we always offer flexibility. Some of us are morning people, some of us are night owls. We focus on results, not what time you start working.
spanish

¿Me entiendes?

If you just moved to Spain, our language courses can help you settle fast. You'll feel home in no time. Working from another location? You are welcome to join and improve your language skills! After all as they say those that conjugate together, stay together.
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.
Gym-v2

Discounted gym access

Like to exercise your muscles as much as your brain? We offer you a discounted gym access in Barcelona and gym reimbursement if you are based in the US.
Books

Keep on learning

At Typeform, you'll learn something new every day, and we encourage you to keep developing yourself professionally with your own L&D budget.

How you ask is everything.