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 looking for an experienced Customer Success Manager to join our growing team and play a critical role in improving net retention. The Customer Success Manager will manage a portfolio of accounts with a high-touch approach, supported by our scaled and tech-touch motions. The ideal candidate will have a proven track record of successfully leveraging customer success and turning that into advocacy and expanding use cases within clients. This person should have a strong business acumen, an appetite to understand client goals, and the ability to demonstrate the ROI of our product. Success in this role will be measured by gross retention and expansion revenue.

Responsibilities:

Manage a portfolio of accounts to ensure customer success and value realization
Maintain strong gross retention results and execute on uncovering and converting expansion revenue
Develop and implement customer success plans to drive adoption, advocacy, and growth
Build strong relationships with customers to understand their goals and challenges
Partner with cross-functional teams to ensure customer satisfaction and success
Analyze customer data to identify trends and opportunities for improvement
Provide regular reporting and insights on customer success to key stakeholders
Continuously seek opportunities to improve processes and drive efficiency

Requirements:

Bachelor's degree or equivalent in a related field
5+ years of experience in customer success, account management, or sales for a SaaS organization
Willingness to work US hours
Strong data analysis and problem-solving skills
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
Strong business acumen and understanding of customer ROI
Ability to work cross-functionally with multiple teams
Familiarity with front-end web technologies a plus

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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