Job Title: Customer Success Manager

Company Overview

Standard Metrics, formerly known as Quaestor, is an automated financial collaboration platform designed to help investors and founders accelerate decision-making. We are a dedicated team of product builders, investors, and optimists focused on revolutionizing investor relations. Our platform is backed by prominent venture capital firms like 8VC and Spark Capital, and is trusted by leading venture capital firms globally.

Come Build With Us!

The Customer Success team at Standard Metrics manages the entire post-sales customer journey, collaborating with top-tier venture capital firms and startups. We are seeking a passionate, self-driven individual with strong problem-solving, strategic thinking, and relationship management skills.

Position Overview

Customer Success Managers are pivotal in ensuring our clients maximize value from Standard Metrics. Your role will drive platform adoption, customer retention, and contract renewals. You will act as a trusted advisor, gaining a deep understanding of customer businesses, goals, and needs to implement best practices and enhance platform utilization. Collaboration with our sales, data, and product teams is essential, serving as the customer's internal advocate to facilitate rapid platform iteration.

Responsibilities

• Relationship Cultivation: Build and maintain long-term relationships with customers, engaging with stakeholders from senior executives to end-users.
• Value Realization: Develop a thorough understanding of customer business requirements, challenges, and goals to drive successful outcomes, including increasing customer lifetime value and securing references/testimonials.
• Lifecycle Management: Proactively manage customer relationships throughout their lifecycle, from deployment and adoption to growth and renewal.
• Platform Adoption: Drive platform utilization across customer teams and provide best practice recommendations.
• Revenue Growth: Own renewals and upsells for your assigned customer portfolio, proactively identifying and mitigating churn risk, and accurately forecasting revenue.
• Partnership Reviews: Lead regular reviews to align on business priorities, discuss product usage and insights, and present the product roadmap and upcoming enhancements.
• Customer Advocacy: Act as a champion for customers by representing their needs and feedback to the Product and Engineering teams.

Requirements

• Experience: 7+ years of relevant client-facing experience, preferably in customer success or account management.
• Relationship Management: Proven track record of building strategic customer relationships, identifying business goals, and driving value realization to ensure retention and reference-ability.
• Commercial Acumen: Experience managing and closing renewals and upsells.
• Communication & Influence: Strong executive presence with the ability to engage effectively at all levels of customer organizations. Experience presenting to C-level executives and influencing decision-makers.
• Adaptability: Ability to thrive in a high-growth environment, tackle projects independently, and manage time effectively.
• Skills: Natural empathy for customers, excellent written and verbal communication abilities, strong time management and prioritization skills.
• Bonus: Passion for technology, startups, entrepreneurship, and/or venture capital is a plus.

Compensation & Benefits

• Salary: The estimated annual salary and variable compensation for this role is between $170,000 - $190,000.
• Equity: Competitive equity package.
• Market Rate: Compensation is benchmarked against top tech hubs like San Francisco or NYC for US-based roles, and top of market for international roles. Actual compensation will be based on experience and qualifications.
• Health Benefits: Comprehensive health and dental insurance coverage for you and your family.