Customer Success Manager

Own relationships, health, renewal, and upsell motions across Attio’s top accounts

Location

Remote [New York]

Salary

$125,000 – $165,000

Apply now

What is Attio?

CRMs are at the center of the software stack for millions of businesses. They're ubiquitous and totally essential, yet current products are completely archaic, unloved, and in massive need of an overhaul.

This is software that millions of people use for hours and hours a day – and a $50 billion category – yet you probably can't think of a single awesome piece of software in this space.

Attio is changing that. We’re building a radically new type of CRM that is incredibly flexible and as powerful as the most advanced CRM data models, but also as intuitive, delightful, and collaborative as today’s best software.

Attio is the CRM of the future: a living, breathing platform that connects with a customer’s GTM stack and evolves with them as they grow – from zero to IPO and beyond.

What is it like to work at Attio?

Attio employees are currently based in the US and Europe. We are all trusted to produce high-quality work in the environment that works best for us.

Attio is for people who own their role, learn quickly, are endlessly curious, and find happiness in delivering consistently brilliant outcomes that push the company forward.

We love to work with people who are passionate about working this way and will do whatever it takes to get things done.

Kindness is evident in how we work and there is a high level of respect across the team thanks to working hard. This allows us all to challenge ideas, be independent, and attract world-class talent to join us.

We have an office in London.

Why is this role important?

As Attio’s first Customer Success Manager, you will be responsible for designing and managing Attio’s retention, customer health, renewal, and upsell programs. You’ll be on the front line with our users, delivering an incredible customer experience and serving as a product expert to ensure customers get the most out of our product. Internally, you’ll collaborate with product and engineering teams to inform Attio’s product roadmap based on user feedback.

We are particularly interested in hearing from candidates who have:

• 5+ of relevant professional experience, of which 3+ were in a CS or Account management role
• A passion for technology and experience coaching and consulting customers on getting the most out of a complex software product
• Experience building programs in addition to having strong customer relationship skills
• Experience at early or growth stage startups
  
  

What are the role requirements?

In This Role, You Will Be Expected To

• Design and execute strategies to monitor health, and drive adoption, retention, and up-sell on a one-to-one and one-to-many basis
• Quarterback high-touch success plans for top accounts, serving as both business relationship owner and a product expert
• Build one-to-many scaled programs for second-tier accounts using channels like email, workshops/webinars, office hours, and community programs
• Use data to segment customers based on their product usage and firmographic data, and provide appropriately tailored resources to each group
• Collaborate with SE, post sale, and Support teams to create content for scaled programs
• Collaborate with marketing and product on brand and activation content
  
  

What does the hiring process look like?

We respond to candidates within 48 hours of each interview.

Applicants Can Expect The Following

• Introductory phone call ~ 30 minutes
• Customer Relationships + Internal collaboration ~ 30 minutes
• Solutioning ~ 45 minutes
• Programs and Strategy ~ 45 minutes
• Offer stage
  
  

A lot of our interviews are enabled through self-scheduling but we are always on hand to speak to you or answer questions throughout the process. At the offer stage, you may want to speak to more of the team, see a demo, or have other suggestions for us.

What will an offer consist of?

• A competitive salary of between $125,000 to $165,000 OTE [80/20 split]
• Equity in an early-stage tech company on an incredible trajectory
• Private Healthcare
• Remote working and flexibility
• Apple hardware and a budget for desk amenities
• 25 days plus local holidays
• Regular team events in London
• Team off-site in fun places! (We've been to Barcelona, Lisbon and Malta so far)
• Enhanced parental leave