Customer Success Manager
Mason is the only fully managed infrastructure for developing and delivering dedicated devices. We make it easy for anyone to turn an idea into a smart product and ship it to anywhere in the world. Our mission is to enable our customers to create smart and sustainable products on behalf of humanity.
We’re looking for an exceptional Customer Success Manager to own, manage and support a portfolio of existing Mason customers.
Mason is looking for a complex combination of grit, smarts, ingenuity and diverse perspectives (and more!). Check out our values and see if they resonate!
Responsibilities
- Empathize with every aspect of the customer experience, putting customers’ needs first.
- Guide and coach customers with a proactive customer success processes.
- Lead the on-boarding and launch of new customers while serving as their primary point of contact.
- Work with customers to discover and understand their needs to help them develop a tailored onboarding process.
- Own the success and health of your assigned clients by increasing engagement and decreasing churn.
- Partner with Mason’s Account Executives to help them drive growth.
- Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
- Facilitate training workshops with customers on best known practices.
- Proven track record of managing customer escalations, balancing customer expectations and negotiating successful resolutions.
- Facilitate Executive Business Reviews with economic decision makers and Mason executive sponsors, where we celebrate shared successes, and course correct where necessary.
Requirements
- 3+ years relevant work experience in a customer-facing customer success, account management or strategic consulting organization. SaaS experience a benefit.
- Self-motivated, proactive teammate with innovative ideas to inspire customer loyalty and adoption.
- Strong interpersonal skills and experience building strong relationships.
- Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth.
- Diplomacy, tact, and poise under pressure when working through customer issues.
- You have a passion for building trust and communicating with a broad range of partners: C-Suite, senior executives, business owners, Slack administrators, developers, and day-to-day users of the software
- Bachelor’s Degree
Fun Perks!
- Remote-friendly: Employees may choose to work fully remote, in-office, or hybrid.
- Healthcare: Full premium payments of medical, vision, and dental insurance for employees and their dependents.
- Commuter: Monthly stipend for your commuter needs to get to and from work.
- Fitness: Quarterly reimbursement for fitness classes or gym memberships.
- Food: Catered lunch or delivery gift cards to keep you nourished while working.
- Generous PTO & Sick Leave: We want you to take care of yourself with a flexible PTO plan or generous accrued PTO and added monthly mental healthy days during the pandemic.
- Parental Leave: Caring for a newborn is an exciting time for parents! We offer 16 weeks of paid parental leave.
- Full benefits are offered to full-time employees. Part-time employees participate on a limited basis.
Diversity, Equity & Inclusion at Mason: Belonging, psychological safety, and inclusivity unlock a Mason’s full potential. We don’t want Masons to quietly assimilate into a dominant culture and sacrifice a piece of themselves. We want our team members to be seen, validated, and welcomed.
Mason America, Inc. (the “Company”) is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.
Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on the Company. Please inform the Company’s personnel representative if you need assistance completing any forms or to otherwise participate in the application process.