Strategic Customer Success Manager

It’s an exciting time at Crossbeam. Less than two years post-launch, we have over one thousand companies using our platform, raised more than $40M of venture capital from leading VC firms, and are working with awesome strategic investors like Salesforce, Hubspot, Okta, and Slack. Best of all, we’re just getting started. In a market full of uncertainty, we are fortunate to have an unwavering long-term vision and the funding to see it through at full speed.

Crossbeam helps companies partner with each other in a more data-driven way by acting as an escrow service for data. Our platform allows companies to find overlapping customers and prospects with their partners while keeping the rest of their data private and secure.

As a Strategic Customer Success Manager (CSM), you will work directly with our enterprise users to ensure that they are realizing the full potential of Crossbeam. You’ll nurture customer relationships, provide onboarding and technical support, strategize with users on achieving business outcomes, and be the liaison between the customer and our product team.

The ideal candidate is seeking a career in SaaS customer success, thrives on solving complex technical problems, and is an excellent communicator. You may not be a software engineer, but you love mastering software tools, solving problems efficiently, and interacting with people.

This is a unique opportunity to work directly with C-level executives and materially contribute to Crossbeam’s success. There is significant room for career growth as our company expands.

• Develop a deep understanding of our customers’ partner ecosystems, and the benefit that partnering on Crossbeam creates.
• Establish strong relationships with C-level executives to ensure successful integration of the Crossbeam platform into the customer’s partner program strategy and tools.
• Expand our footprint within customer organization to identify new use cases and increased adoption of Crossbeam.
• Strategize with Crossbeam’s sales team to ensure optimal customer experience and effective execution of customer outcomes.
• Develop customer-facing Success Plans that outline customer’s objectives and goals for their partner program and strategies for achieving them.
• Prepare and Facilitate Executive Alignment Meetings (aka Quarterly Business Reviews), training, webinars, demos, and other strategic and supportive engagements.
• Onboard customers to help them deploy and gain value by driving their full adoption and utilization of Crossbeam.
• Understand the customer journey, and key points that lead to value and use that knowledge to coach and educate customers on best practices for successful use of Crossbeam.
• Help develop and document customer success best practices with team members to continually improve the effectiveness of our processes.
• Become an internal power user of the Crossbeam product, and stay on top of the product roadmap and new features as they’re released.
• Troubleshoot and, when needed, partner with the product and engineering to solve customers’ technical issues and bugs.
• Provide ongoing feedback to the product team to help inform the product roadmap.

• You think and move a bit faster than those around you. You’re eager to take on a big opportunity and prove yourself through hard work and creativity. You’re excited to learn the ins and outs of Crossbeam and ensure that our customers are thrilled with their experience.
• You have customer success experience at a fast-paced, high growth SaaS company servicing enterprise accounts.
• You have a successful track record of planning and executing Executive Business Reviews.
• You understand the importance of the partner ecosystem as it relates to a company’s sales and marketing growth strategies.
• You lead with empathy for the customer. You can easily step into their shoes to understand the challenges and opportunities they face.
• You’re excited about the day-to-day work of helping customers resolve issues and find answers.
• You are an excellent written and verbal communicator.
• While you may not have a background in engineering, you quickly become a power user when introduced to new technology.
• You get excited about software and can translate customer feedback into technical requests and requirements for our internal team.
• You speak your mind and have no issue raising concerns with teammates, but are also able to “disagree and commit” when a collaborative decision is made.
• When you don’t know how to do something, you’ll admit it and make a quick assessment of whether it’s something you can figure out, if you’ll need help, and where that help should come from.

Benefits

This is a salaried role reporting directly to our Director of Customer Success. In addition, Crossbeam offers:

• Health care plan (Medical, Dental & Vision)
• Flexible PTO Policy
• Stock option plan
• 401k with match
• Generous Parental Leave
• Remote-first team

Our Revenue department is a constantly evolving team of experienced Customer Success, Sales, & Marketing folks that has always emphasized remote work, with teammates in the Philadelphia area and distributed across the country. We’re committed to a remote-first culture, with the majority of our collaborative work happening on Slack, Notion, and Zoom.

When we’re able and when travel feels comfortable, we’ll celebrate with team offsites and events about once a quarter, and welcome our remote team to join for some facetime whenever they can. In the meantime, we’re focused on creating the best experience possible for new team members from a distance.

Crossbeam is a collaborative data platform that helps companies build more valuable partnerships. We have an office in Philadelphia as well as a growing number of remote teammates across the US.

Our Values

Trust is Our Business: We create value by building trust in our company, our team, our technology, and our network. Never let anything compromise that trust.

Feed the Network: Our customer network is our most valuable asset. Prioritize its growth.

Equity: We will build a workplace that ensures everyone access to the same opportunities to share in our success.

This is Fun: Few people are lucky enough to do what we do. Follow the fun in every step of the journey.

Fully remote candidates are encouraged to apply. We have an office in Center City Philadelphia which we’ve closed temporarily due to COVID-19, with everyone working remotely. When we’re comfortable reopening the office, local candidates are also welcome to work from our Center City Philadelphia headquarters some or all of the time.

Crossbeam’s core value of Equity sits at the heart of our hiring process, and we’re proud to be building a culture where difference is valued. Applicants from diverse and non-traditional backgrounds are strongly encouraged to apply. We recruit, employ, train, compensate and promote regardless of race, religion, color, national origin, sex, sexual orientation, gender, disability, age, or veteran status.