Customer Success Manager
Apply NowLocation:
US
Company:
Paubox is a remote-first B2B startup improving HIPAA compliant communication for healthcare providers with innovative email security solutions.
Summary:
The Customer Success Manager will ensure that customers have exceptional experiences with Paubox while managing about 100 customer accounts. Candidates should have 2+ years in B2B SaaS, experience with C-level executives, and a customer-centric mindset.
Requirements:
Credentials: bachelors-degree
Experience: 2+ years as a CSM in B2B SaaS, Experience as a CSM for managed accounts, Experience running scaled CSM activities
Job Description:
Customer Success Manager
About Paubox
Paubox is a remote-first B2B startup changing the game around HIPAA compliant communication, providing secure communication for modern healthcare. We are a series A company with over 6,000 customers that leverages customer feedback to build innovative email security solutions that our customers love. Our patented email security features protect healthcare organizations from internal and external cybersecurity threats, all with an unwavering focus on ease of use, security, and reliability.
Pauboxers are an eclectic group of individuals from across the US, who find commonality in our customer-driven mission to make secure communication easier in healthcare.
At Paubox, we strive to create a remote workplace that is diverse, inclusive, and transparent. But being remote doesn’t stop us from building connections! Pauboxers connect through casual non-work Slack channels, quarterly team bonding events, one-on-one virtual coffee chats, and the occasional team or company-wide offsite retreat.
About the role
The CSM plays a critical role in ensuring our customers have an exceptional customer experience with Paubox. The ideal candidate for this role will be someone who thrives in a fast-paced and ever-changing environment, and is passionate about helping our customers succeed.
Your day-to-day as a CSM
- Manage approximately 100 our our Paubox light touch customer accounts, including annual renewal meetings and check-ins
- Provide value to our 6,500 SMB customers by developing one-to-many initiatives and experiences
- Go above and beyond to assist and add value to customers in need of help
- Work with our product and tech support teams, as well as other CSMs to advocate for customers
- Deliver an A+ customer experience all day, every day, by building relationships, proactively providing recommendations, and providing assistance wherever possible
What you'll need to succeed
- 2+ years as a CSM in B2B SaaS (or equivalent account management experience)
- Experience as a CSM for managed accounts, running renewals or reviews with C-level executives
- Experience running scaled CSM activities
- Passion for helping customers succeed
- Exceptional communication and presentation skills
- Quick learner with a knack for supporting and positioning technical products
- Customer-centric, empathetic, collaborative, organized, and highly responsive
- A true team player who thrives in a fast-paced, dynamic environment
- Bachelor’s degree or equivalent experience
It would be great if you also have
- Experience with HubSpot
- Experience with APIs
- Familiarity with marketing platforms and marketing campaigns
- Understanding of email setup, configuration, and routing
- Background in the healthcare industry
What you'll get from us
- A fully-remote work environment, no RTO here!
- Cigna or Kaiser Permanente healthcare coverage (location dependent)
- Dental and vision insurance through Guardian
- 401(k) retirement account
- Sick and vacation time totally 28 days per year
- 8 paid annual holidays
- Stock option grants
- Company-provided Macbook
- $500 quarterly stipend for professional development
Salary data for this role
- Annual base salary: $100,000
- Variable comp potential: $20,000 annual bonus, paid out based on quarterly OKRs and goals
