Customer Success Manager

Dovetail's mission is to enable the world to create better products and services through deep customer understanding. We empower 45,000+ people, from agencies to universities to Fortune 100 companies, to make sense of their customer research in one collaborative and powerful research platform.

We have recently established a presence in San Francisco to enable us to better serve our global customer base, and fuel continued customer growth. We've raised capital to further accelerate our growth, with backing from Blackbird Ventures (investors in Canva and SafetyCulture), Felicis Ventures (investors in Adyen, Shopify, and Notion), and Accel (investors in Slack, Dropbox, and Webflow).

You will join us as one of our first customer success hires in San Francisco and you will be be a critical contributor in shaping our North American presence. You'll work with the team to mature our customer success program and complement the self-service sales model that has taken us to where we are today.

To learn more about the Dovetail journey, listen to this episode of Blackbird Ventures' Wild Hearts podcast. If you need more convincing on the opportunity for Dovetail, check out Andreessen Horowitz' piece on The Market for User Research Platforms.

Who you’ll work closely with

Alex Younes
Enterprise Business Lead

What you’ll do

As a Customer Success Manager at Dovetail, you will be expected to:

  • Manage 50-200 customer relationships for North America. You'll manage relationships with our highest-value customers. You'll work with your counterpart in Sydney to divide accountability across our customer relationships and partner to develop and deploy our customer success playbook.

  • Be a close partner to the team in Sydney. You'll work with our team in Sydney to contribute to the overall growth our global Enterprise business, and pioneer new practices to improve customer success program as we mature our product-led growth strategy.

  • Onboard new customers. You'll partner with sales to ensure our new customers are successfully onboarded and getting value from Dovetail in their first few months.

  • Drive renewals and retention. Through your customer relationships you'll be responsible for ensuring that customers renew and increase the value they get from Dovetail over time.

  • Foster account growth. You'll promote growth within your accounts by uncovering, scoping, and qualifying opportunities where customers can use more Dovetail features, products, and services.

  • Develop success material. You'll collaborate with product marketing to develop material and resources to set new customers up for success and drive adoption and engagement in product.

  • Track core customer metrics. You'll monitor and track core customer health metrics across your accounts such as feature usage and NPS to ensure healthy engagement and adoption.

  • Establish success processes. You'll develop, test, and iterate on playbooks and engagement strategies with your counterparts in sales, marketing, and product to ensure activation and adoption of Dovetail within your accounts.

Learn about our product-led growth sales model

Read article

Your background

As a Customer Success Manager, ideally you should have:

  • Customer success experience. 2+ years experience working in a customer success, account management, or a strategic consulting role. It's a plus if you have experience in B2B SaaS, or in an industry/market adjacent to Dovetail.

  • Proven track-record delivering impact. Some hands-on experience with scaled success, one-to-many initiatives, proven results impacting churn and contraction, and/or driving expansion and adoption.

  • Passionate about customers. A passion for talking to and helping customers all day, every day, you're empathetic and seek to understand where customers are coming from.

  • A great communicator. Excellent, concise communication so you can effectively communicate with customers and teammates.

  • Problem solving comes naturally to you. The ability to switch contexts rapidly and quickly react to things throughout your day to solve problems for customers.

  • Ambitious and keen to learn. Ambition, eagerness and the will to learn, improve your skills, and grow alongside an exciting startup as we scale our customer operations.

  • A great attitude. The right attitude towards a sense of urgency, risk, and ambiguity that naturally comes with working at an early-stage startup.

Studies show that people identifying as a woman or from under-represented groups are far less likely to apply for roles if they don’t meet 100% of the requirements. At Dovetail, we know that there’s no such thing as a perfect candidate, so would still love the opportunity to have a chat and explore your experience further!

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San Francisco, California
Full time
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