Customer Success Manager, Key Accounts

🌎 Location: Remote within the US

⬆ Reporting Into: Director of CS, Key Accounts

💰Compensation: $85,000 - $110,000 base salary with total expected compensation of $125,000 - $150,000, based on qualifications and experience.

About Ceros

At Ceros, we believe content is your most valuable asset. It forms the foundation of your brand, shaping first impressions and setting the stage for successful engagement with your audience throughout every stage of the buying journey. In a world where buyers are inundated with endless media, the need for your content to cut through the noise is critical to ensuring it has an impact.

Our no-code content creation platform empowers businesses to transform the buying journey with rich, interactive content that captures the attention of today’s busy buyers and drives real business outcomes. The platform makes it faster, easier, and more cost-effective to create premium content, allowing businesses to scale it across their go-to-market programs.

Today, Ceros powers some of the most engaging experiences on the web. In 2023 alone, interactive content created with Ceros — from landing pages and pitch decks to case studies and guides — was viewed more than half a billion times, with over 3 million comments added using MarkUp, our visual collaboration tool.

Working at Ceros means making an impact at scale. Our products and services are beloved by over 500,000 users and leveraged by leading brands including Workday, Colliers, Getty, McKesson, and McKinsey. Ceros is backed by top-tier investors, including Sumeru Equity Partners, Grotech Ventures, Greycroft, and Starvest Partners.

The Role

As a Key Accounts Customer Success Manager, you will be a trusted advisor to major Enterprise customers, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle. You'll be responsible for understanding customer requirements, onboarding new teams within existing customers, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction. You will work with customers in a hands-on manner to drive successful outcomes from a product adoption and usage perspective. Monitoring the health of customer relationships, you will predict and navigate customer challenges and offer solutions that drive satisfaction and ultimately lead to retention and cross-sell/up-sell opportunities.

Key Responsibilities

• Deeply embed yourself in client accounts to drive high engagement and be recognized as a strategic advisor by our top customers
• Build and maintain strategic relationships with all key stakeholders and decision-makers across multiple teams within highly matrixed organizations.
• Pioneer innovative ways to progress client relationships, aiming to achieve performance goals on gross retention, reduce churn, and increase users and usage.
• Constantly conduct "health checks" for your customers to drive customer satisfaction (NPS), product adoption, onboarding, and identify further areas of education – developing targeted strategies as needed, including but not limited to quarterly business reviews.
• Partner with Account Executives to build growth strategies for your book of business and secure successful renewals and expansions, including leading renewal processes - pricing proposals, procurement, negotiation, etc.
• Identify and develop relationships with client executives that include VPs and C-suite.
• Leverage data to craft compelling narratives that promote Ceros’ business objectives and also align with a client’s goals.
• Serve as the 'voice of the customer' and provide internal feedback on how we can better serve them to maximize customer value.
• Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements.
• Collaborate with relevant ecosystem partners in professional services, customer support, and marketing to ensure client success metrics are met.
• Quickly identify accounts where usage is low, understand why, and take action to increase adoption.
• Confidently initiate proactive outreach to both active users and adjacent stakeholders (e.g., collaborators, decision-makers, or lapsed users) to drive engagement, uncover new opportunities, and expand platform adoption within enterprise accounts.

Practical stuff we anticipate you having:

• Fundamental understanding of design and digital marketing.
• 3-5 years of experience balancing the needs of multiple stakeholders and managing tight time frames with resource constraints.
• Proven track record in a client-facing role, driving client engagement, handling difficult situations and challenges, and delivering exceptional client service.
• Demonstrates a high degree of organization and proficiency in leveraging internal systems.
• Excellent communication skills and confidence to build and maintain relationships at all levels, including VP/C-Suite at Fortune 500 companies.
• 3+ years of customer success/account management experience, preferably in a SaaS business environment.
• Ability to travel up to 25%, to include overnight travel for meetings.
• Highly dependable, team player, self-starter, high energy, positive attitude with good organization and time management skills.
• Bachelor’s degree or equivalent experience

What we’re looking for from the heart:

• Passion, enthusiasm, energy, humor, team player mentality, and the ability to convey this through communication and presentation skills.
• Intellectually curious and a growth mindset; you want to understand everything about our customers & market opportunity.
• Comfortable working in a complex and constantly evolving customer success environment to drive successful customer success outcomes, and strengthen key client relations while handling multiple initiatives at once.
• Demonstrate a passion and knowledge for tech, marketing, SaaS, AI, and/or business management.

Key things to know

• We want you to start ASAP
• Full-time position

Benefits

📍Global remote-first organization

📈 Stock options

🏥 Premium health insurance

🏦 401K matching

👶 Paid parental leave: 16 weeks for primary caregivers, 4 weeks for secondary caregivers

🌴 Flexible vacation days

🤒 Paid Sick days

💵 Stipend for your home office setup

💻 Excellent gear (Macbook Air, external monitor, etc.)

👩‍💻👨‍💻 Stipend towards experiences in which Cerosians can collaborate, educate, and create social connections with one another

🏢 Unlimited access to co-working spaces around the globe

Please be aware of fraudulent job offers. Ceros will never request payment, banking details, or sensitive personal information during the hiring process. All official communication will come from a @ceros.com domain or from our Greenhouse email account. If you receive a suspicious message, do not respond and report it to jobscams@ceros.com . This email address is intended solely for reporting suspicious activity. Job applications sent to this address will not be reviewed.

At Ceros, we are deeply committed to the recruitment, retention, and growth of diverse talent; uniting people from unique backgrounds in our shared passion for unlocking creativity through technology.

As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.