Customer Success Manager

Are you passionate about helping customers? Do you like working with companies to address their need? Are you creative yet data oriented? If so, the Customer Success Manager (CSM) role is for you. The CSM role is part of Evernote’s Customer Experience organization and reports to the Senior Director of Customer Success. The goal of the team is to retain and grow the business by providing an excellent customer experience.

Evernote’s CSMs are product authority with a passion to build Evernote evangelists by enabling our business customers to work smarter, and ultimately drive team productivity.

What you'll do

• Drive customer success in the SMB segment
• Develop relationships with key stakeholders within accounts to make Evernote Teams an essential part of our customer’s tech stack. 
• Drive Evernote Teams license adoption and active usage via one-to-one or one-to-many consultative approaches
• Understand customer’s business challenges and industry trends in order to advise customers on the best way to launch and scale Evernote Teams
• Utilized account plans to establish customer goals and a clear path to measure them by
• Conduct regular business reviews with key accounts
• Train key customer partners to be an authority on the product and train their teams (Train the Trainer) on standard methodologies and deployment strategies to become increasingly self sufficient
• Advocate for customers and partner with cross-functional team members to translate business needs and requirements into new product solutions
• Develop and track key deployment and adoption metrics, which can be brought to scale to 20,000+ organizations who already rely on Evernote Business to power their team productivity
• Identify and drive customer references and case studies

What you've done

• Bachelor’s Degree in Business, Communications, Marketing or a related field; and/or equivalent work experience
• Minimum of 3 years in a customer success group with a real passion for customer relationships
• Demonstrated active problem solving
• Very strong written and communications skills
• Familiar with Salesforce.com account management process

Who you are

• Enthusiastic problem solver
• Out of the box thinker
• Self-motivated
• Tenacious
• Service oriented and enjoy speaking with customers all day
• Great teammate
• Bilingual communicator preferred (German and/or Spanish)

We are committed to an inclusive and diverse Evernote. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global Evernote Community. We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.