Scaled Customer Success Manager

Who We Are

Walnut is a fast growing startup in the sales automation space, backed by top-notch investors.

We help some of the best GTM teams in the world perform better by easily creating failure-free, interactive, and personalized demo experiences for B2B buyers at every stage of the customer lifecycle. 

We are a young company that values culture, grit, transparency, and excellence. We put our founding members at the very heart of our company and are looking for proactive self-starters who are excited about building within a new, rapidly growing and still to be defined category.

We are seeking a highly motivated and experienced Scaled Customer Success Manager to join our growing Customer Success department. The Scaled Customer Success Manager will be responsible for supporting all of our customers without a dedicated Customer Success Manager and will play a key role in scaling success activities through digital, low-touch, and 1-to-many efforts. The ideal candidate will have a passion for making data-driven decisions and possess a track record of outperformance in customer success or account management.

Responsibilities:

• Manage a large portfolio of customers without a dedicated Customer Success Manager, utilizing data and technology to drive activities at scale
• Develop and implement a comprehensive plan for promoting adoption, customer advocacy, and growth among our diverse customer base
• Enhance customer lifetime value by increasing product utilization, customer satisfaction, and overall health metrics
• Identify and implement effective strategies for addressing common customer challenges and opportunities
• Create systems and process to accurately forecast risk and expansion
• Maintain a close working relationship with Product/Engineering teams to convey customer feedback and insights, as well as disseminate product information to our customers.
• Continuously seek opportunities to improve processes and drive efficiency
• Provide regular reporting and insights on customer success to key stakeholders

Requirements:

• Bachelor's degree or equivalent in a related field
• 3+ years of experience in customer success management and at least 1 year in a Scaled or Leadership role, overseeing at least 100 accounts
• Experience developing automated, data-driven playbooks with Customer Success Platforms, CRM, and customer engagement tools
• Passion for making data-driven decisions, empowered by strong data analysis and problem-solving skiils
• Willingness to work US hours
• Excellent communication and interpersonal skills
• Ability to prioritize and manage a high volume of customer interactions
• Proven track record of building strong relationships with global customers and driving advocacy
• Ability to work cross-functionally with multiple teams

At Walnut, we are committed to empowering our employees to drive change and make a meaningful impact. If you are passionate about customer success and have a desire to work with a talented team, we would love to hear from you!

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