Customer Success Manager

Salary Range: $75,000-$90,000

About BlastPoint

BlastPoint is a B2B data analytics startup located in the East Liberty neighborhood of Pittsburgh. We give companies the power to engage with customers more effectively by discovering the humans in their data and understanding customer journeys. Serving diverse industries including energy, finance, retail, and transportation, BlastPoint’s Customer Intelligence Platform makes data accessible to business users so they can plan solutions to customer-facing challenges, from encouraging green behavior to managing customers’ financial stress. Founded in 2016 by Carnegie Mellon Alumni, we are a tight-knit, forward-thinking team.

Why You Should Work for Us

• Solve Challenging Problems: BlastPoint’s platform incorporates cutting-edge approaches to geospatial data, psychographic clustering, data enrichment and a dynamic visualization environment, all at scale. We’re working to break new ground by pulling insights from high-dimensional data. And we’re pushing ourselves to try new and better ways to approach every step of our process.
• Have An Impact: Small but mighty, BlastPoint’s growth is due to big companies increasingly trusting us with supporting key decisions using their most sensitive data. What we do positively impacts the lives of millions of Americans (and beyond).
• Make Positive Change in the World: Our solutions reduce paper consumption, help struggling families pay their bills, and promote clean energy. We also offer our platform for free to nonprofits and civic-oriented organizations.
• Employee-Focused Culture: We support the individual needs of our team, offering schedule and work-from-home flexibility, health insurance, 401K, and three weeks of PTO. We also tailor growth opportunities, from skills training to industry conferences.
• Equal Opportunity Employer: BlastPoint is committed to creating an inclusive and diverse workplace, ensuring equal employment opportunities for individuals regardless of race, color, religion, sex, national origin, age, disability, or genetics.

Job Summary

BlastPoint is seeking a Customer Success Manager to support our rapidly growing business. As Customer Success Manager, you will be the “keeper of customer relationships” overseeing assigned client accounts. You will own effective client onboarding, implementation, training, and product engagement; as well as provide meaningful strategic insights and recommendations to our clients to ensure their success on our platform. Your goal is to become a valuable outside partner to our customers. You will partner with internal teams to maximize client ROI, enabling long-term account growth. You will focus on relationship building across all levels of the clients’ organization and will strive to deliver an incredible experience for our customers.

Job Duties:

• Build strong, long-term relationships with BlastPoint’s customers, with a focus on maximizing account value
• Deeply understand your customers’ business objectives, along with their needs, processes
• Leverage customer relationships and insights to promote expanded usage of our platform
• Monitor and report on customer health metrics, developing strategies and initiatives to drive growth, mitigate churn risk, and encourage continued use of our product
• Support the customer implementation process from initial customer onboarding through successful delivery and platform training
• Serve as the lead point of contact for customers, amplifying the voice of the customer to internal teams
• Escalate critical customer issues and ensure ownership by internal resources
• Run customer facing meetings to include topics but not limited to onboarding, project updates, product training, goal setting, analytical material, industry benchmarks, etc.
• Create and present relevant customer facing materials
• Build scalable processes and gain buy-in from internal stakeholders
• Document all communication with contacts and accounts, both accurately and in a timely manner
• Use a data-oriented, consultative approach to promote product adoption with customers
• Participate in quality assurance of customer deliverables and product
• Perform other duties as assigned by supervisor
• Collaborate with other BlastPoint departments - Engineering, Design, Product, Marketing, Project Management, etc. on customer deliverables and troubleshooting

Requirements:

• 1-3 years of experience in customer facing role or customer success management (preferably in a SaaS organization)
• Ability to handle multiple customer on-boarding projects at a time
• Proven experience in identifying and delivering on upselling and cross-selling opportunities in a customer-facing role
• Comfortable speaking to and meeting new people
• Excellent communication and organizational skills with the ability to multitask
• Creative problem solving and practical time management skills
• Eager to learn new things and face new challenges
• Comfortable establishing processes others can easily follow
• Some level of comfort working with/interpreting data.
• Periodic travel to customer sites, conferences, and trade shows
• The ability to attend BlastPoint Onsite All Hands meetings in domestic US twice a year

Preferences:

• Experience working in a startup environment
• Project management experience
• Experience using Gmail, GSuite (Drive, Slides, Docs, Sheets), Asana, HubSpot, Slack, and Canva (or similar)
• Previous presentation experience
• Familiarity with analyzing data in Excel

Benefits:

• Competitive Salaries
• $500 Home Office Stipend
• Health, Dental, and Vision Insurance
• Work/Life Balance Culture
• 3 weeks of paid vacation
• 10 Paid Holidays
• Unlimited Sick Time
• 401K

Our Values:

• Everybody matters
• We beat expectations
• Innovation built on a foundation
• Cards on the table, always
• “The smartest systems from the most comprehensive data built by the best people”