Customer Success Manager

Remote

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal Tech, SaaSIndustries

Requirements

Candidates must have 3+ years of customer success, account management, or sales experience in a SaaS startup, with proven success managing mid-market and enterprise accounts. Strong sales acumen, objection-handling skills, excellent communication, and relationship-building abilities are essential. Experience creating QBRs and email campaigns, data analysis for insights and ROI demonstration, and problem-solving technical challenges are required. Adaptability and independence in a fast-paced startup environment are key, along with familiarity with HubSpot and Stripe. Proficiency in data analysis tools like MixPanel, consultative sales methodologies, legal technology or AI tools, and customer success platforms are considered nice to have.

Responsibilities

The Customer Success Manager will serve as the main point of contact for a portfolio of mid-market and enterprise accounts, aiming for 95%+ GRR. They will build strong relationships with key stakeholders to drive satisfaction and loyalty, lead onboarding and training for new customers, and conduct regular business reviews (QBRs) to share insights and identify growth opportunities. Responsibilities include addressing objections, articulating ROI, designing and sending targeted emails, delivering tailored presentations and product demonstrations, and analyzing usage data to drive engagement and demonstrate ROI. The CSM will manage renewals, coordinate with the expansion team for upsells, troubleshoot technical issues in collaboration with support and product teams, and act as the customer's advocate by providing feedback to internal teams for product improvement.

Skills

Customer Success

Account Management

SaaS

Client Relationship Management

Onboarding

Training

Business Reviews

ROI Analysis

Product Demonstrations

Usage Data Analysis

Renewal Management

Upselling

Technical Troubleshooting

Customer Advocacy

Selfbook

Streamlines hotel bookings and payments

About Selfbook

Selfbook provides a range of products aimed at improving hotel bookings and payment processes in the fintech and hospitality sectors. Its main offerings—Station, Direct, and Express—work together to automate the booking and payment experience, making it easier for hotels and their guests. These products help streamline the booking process, allowing guests to enjoy features like instant room upgrades and premium booking options. Selfbook operates in nearly 20 countries, which gives it valuable insights into booking trends and user behavior. Unlike many competitors, Selfbook focuses on a comprehensive product suite that integrates smoothly with existing hotel systems, generating revenue through subscription fees and transaction-based charges. The goal of Selfbook is to enhance the guest experience while helping hotels increase booking conversions and drive additional revenue.

New York City, New YorkHeadquarters

2018Year Founded

$38.9MTotal Funding

SERIES_ACompany Stage

Fintech, Consumer GoodsIndustries

11-50Employees

Risks

Increased competition from fintech startups could threaten Selfbook's market share.

Decline in travel startup funding may limit Selfbook's future investment opportunities.

Rapid evolution of payment technologies requires continuous adaptation from Selfbook.

Differentiation

Selfbook integrates seamlessly with existing hotel systems, enhancing booking and payment processes.

The platform supports all global credit cards, digital wallets, and alternative payment methods.

Selfbook's products, Station, Direct, and Express, automate booking and payment orchestration.

Upsides

Selfbook's global reach spans nearly 20 countries, offering insights into booking trends.

The rise of digital wallets and BNPL services boosts demand for Selfbook's platform.

Strategic investment from Amex Ventures supports Selfbook's growth and global presence.

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