Customer Success Manager, Full-Time Remote, U.S. Only

Posted October 23, 2024
 

Join Us in Shaping the Future of AI: Become A Balto Customer Success Manager!

About the Role

Balto, a pioneering tech startup that has built a suite of AI tools for large sales and customer service teams, is seeking a talented Customer Success Manager to join our team. Your mission as a Customer Success Manager will be to manage the accounts of both new and existing customers, ensuring they have the assistance, resources, and insights needed to maximize their experience with Balto. You will be instrumental in facilitating ongoing business and fostering lasting partnerships. This is a fully remote position, offering you the flexibility to work anywhere in the U.S.

Who We Are Looking For

We are seeking an empathetic, organized, and driven customer success professional who is passionate about client management and dedicated to helping customers achieve their goals. You may be an excellent fit for this role if you thrive on connecting with clients, understanding their needs, and proactively addressing challenges to enhance their experience with Balto.

Key Responsibilities

• Provide assistance, resources, insight, and support to new and existing customers of Balto.
• Connect with clients and form strong relationships with them to understand their business needs and how they can utilize Balto.
• Identify and pursue opportunities to increase customer adoption and prove out Balto’s ROI. 
• Manage the contract renewal process and leverage customer knowledge to expand accounts over time. 
• De-escalate business roadblocks to help customers make the most use of Balto and find great value. 
• Propose pricing, product expansions, and terms for existing customers. 
• Manage existing clients’ usage of Balto and provide support and oversight of required licenses to support the business needs. 

Skills & Requirements: 

• 3+ years of Customer Success or Account Management experience
• Proven track record working with enterprise-level relationships
• Self-driven
• Exemplary written and verbal communication skills
• A strategic, detail-oriented thinking style
• Data analysis skills
• Change management and adoption management experience
• Working knowledge of Excel
• Empathetic and passionate about providing value to customers

Career Growth Opportunities

• Advance to Senior Customer Success Manager: Build on your expertise and lead complex enterprise relationships, guiding customers through their journeys with Balto.
• Transition to Enterprise Customer Success Manager: Manage enterprise-scale technology implementations and deepen your strategic partnership skills within customer organizations.
• Move into Leadership Roles: Explore paths toward Director of Customer Success where you will have the opportunity to shape strategy, mentor other Customer Success Managers, and drive key metrics like retention and expansion.

Assessment Process

Our selection process includes a mix of virtual and take-home assessments to evaluate your problem-solving and communication skills, as well as your technical proficiency.

Why Balto

At Balto, we are driven by a set of core values that shape the impactful work we do.

• Anchor on Success: At Balto, we begin every task by envisioning success. We set ambitious goals and respect the need for both incremental and transformative progress. We continuously adapt, embracing new tools and best practices to stay at the forefront of technology and business.

• Love Every Customer: Our customers are the lifeblood of our operations. We treat every customer interaction as an opportunity to demonstrate our passion and commitment. No matter the size, industry, or complexity of their needs, we ensure they feel valued and supported. We are tirelessly inventive in solving their problems, whether they require process, IT, product, or third-party solutions.
• Talk Things Out: Communication is key at Balto. We believe in solving problems through open and honest conversations, whether they are within teams or with partners and customers. Our culture encourages direct interaction across all levels of the organization, ensuring that everyone can contribute to solutions without the barriers of hierarchy.
• Always Be Growing: Growth is a personal journey that impacts the entire company. We encourage every team member to take ownership of their professional development, supported by a culture that values learning and improvement in multiple dimensions.
• Own the Work: We empower our team members to take initiative and produce results they can be proud of. At Balto, ownership means being proactive in identifying and solving problems, always pushing towards great outcomes for our customers and our company.
• Start with Gratitude: Our work is fueled by gratitude. We recognize and appreciate the contributions of each team member, fostering a workplace where thankfulness and positive attitudes prevail, even in challenging discussions.

Choosing Balto means joining a company where your work is meaningful, your growth is encouraged, and your contributions are valued. It’s go time.

How to Apply

To apply, please visit balto.ai/careers/, then click on See Open Roles → Customer Success Manager.