Customer Success Manager

We believe in building incredible software that's affordable, easy to use, solves customer problems, and that our customers can try for free and buy themselves. We're inspired by companies like Atlassian, Canva, Datadog, and Slack who have built amazing products with incredibly sales-efficient businesses. This product-led growth strategy has seen us expand to hundreds of customers like Shopify, Boston Consulting Group, VMware, GitLab, and more.

We've achieved all of this from Sydney, Australia – with only a few key individuals working on our customer success efforts for our Enterprise business. Enterprise has been growing at 15% month-on-month, with the majority of customers located in North America and Europe. We've recently raised capital to accelerate this growth, with backing from Australia's leading VC firm, Blackbird Ventures (investors in Canva and SafetyCulture), and by US-based Felicis Ventures (investors in Adyen, Shopify, and Notion).

In early 2022 we will be establishing a presence in San Francisco to enable us to better serve our global customer base, and fuel continued Enterprise growth. You will join us as one of our first customer success hires outside of Sydney and you will be a critical contributor in shaping our North American presence. You'll work with the team in Sydney to mature our customer success program and complement the self-service sales model that has taken us to where we are today.

While we work to establish a physical office in San Francisco, we are open to individuals starting remotely with the view to be a key contributor in developing our local presence, office culture, and fuelling our continued Enterprise growth in North America. We expect to be able to have someone start in this role from January 2022.

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 our first 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.

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San Francisco, California
Full time
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