Customer Success Manager - SMB

| San Francisco
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Who we are:

MasterClass is transforming online education by enabling anyone in the world to learn from the very best.  We are deconstructing what makes an actor able to cry on demand, how an athlete defies gravity, and what it takes to write a bestseller.  Our online learning content is available to students anywhere anytime, which supports our mission to ignite the greatness in others.

We are a quickly growing VC-funded startup based in San Francisco, with additional offices in Los Angeles.  We have created online classes taught by famous masters— Gordon Ramsay, Serena Williams, Neil deGrasse Tyson, Sara Blakely, David Sedaris, Bobbi Brown, Timbaland, Anna Wintour and many more to come.

Since launching in 2015, we have been growing our team. Apply now to find out more about what we are doing behind the scenes.

Responsibilities of the role: (3 must haves)

We are looking for a proactive, innovative, self-starter who wants a hands-on role in building out our new enterprise business. This person will have a unique mix of business skills and experiences to: 

  • Increase customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes
  • Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
  • Manage all post-sales activity for top customers through strong relationship-building, product knowledge, planning and execution
  • Ensure that a plan is in place with each customer for deployment, change management and adoption programs
  • Track accounts to identify churn risk and work actively to eliminate that risk
  • Work closely with Product and Engineering on identification and tracking of product improvement requests and bugs
  • Function as the customer advocate and provide internal feedback on how we can better serve our enterprise customers

Requirements:

  • 3+ Years prior account management experience
  • Self-motivated, proactive teammate with innovative ideas to inspire customer loyalty and adoption
  • Strong communication skills and technical aptitude
  • Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
  • Enjoys working closely with customers to ensure complete satisfaction
  • A self-starter who takes the initiative to get things done
  • Bachelor's degree required

At MasterClass, we believe we put our best work forward when our employees bring together ideas that are diverse in thought. We are proud to be an equal opportunity workplace and are committed to equal employment opportunity regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or any other characteristic protected by applicable federal, state or local law. In addition, MasterClass will provide reasonable accommodations for qualified individuals with disabilities.  If you have a disability or special need, we would like to know how we can better accommodate you. 

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Location

MasterClass is located in the SOMA district of San Francsico. We are located between 3rd and 4th street with tons of public transportation nearby.

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