Customer Success Manager

at All Turtles

Global

mmhmm is a video communication company helping people instantly produce live and recorded video presentations that are entertaining to watch and easy to make. Founded in 2020, we believe being better at video is a crucial skill for any successful modern business. As a fully distributed, global team ourselves, we’re on a mission to empower people who work on video (that is, nearly everyone) to create more sustainable and joyful ways to work, teach, and collaborate. Our growing team includes founding members of Evernote, and we’re backed by Softbank Vision Fund, Sequoia Capital and other leading investors. mmhmm is part of All Turtles, a mission-driven product studio building meaningful products people love.

As the first Customer Success Manager for mmhmm, you’ll partner with our largest customers to help their employees be better on video. You’ll guide these early customers on how to implement mmhmm successfully, and inspire them to make better use of our product as it continues to evolve. As you engage with these customers, you’ll develop intimate knowledge of what it takes for customers to be successful with mmhmm, and you’ll turn these insights into repeatable processesreadiness guides, pre-launch checklists, and training that we can use with new customers in the future. You’ll also represent the voice of the customer internally, and help curate feedback to build a better product for businesses.

You’ll be responsible for:

• Deepening the relationship with our most important customers and helping our initial champions evangelize mmhmm within their respective organizations.
• Developing a trusted advisor relationship with the executive sponsors of mmhmm inside our client organizations.
• Establishing measurable goals and KPIs for our most strategic customer accounts, and executing a plan to achieve them, including seat expansion, CSAT, and case study participation.
• Delivering awe-inspiring presentations and training to illustrate the art of the possible with mmhmm.
• Ensuring that feedback from our most strategic customers is relayed internally, and advocating on their behalf so that our internal teams (Community, Support, Marketing, Sales, Product) are supporting them in the best way possible.

Ideally, you’ll have:

• Significant experience in customer success or sales at a SaaS company.
• Past experience on a fast-growing Customer Success team with a preference for hyper-growth and product-led companies.
• Strong communicator, both verbal and written.
• Strong problem-solving skills, the ability and the desire to find solutions and build processes where none previously exist.
• Ability to thrive in a fast-paced, diverse, and highly collaborative team environment.

The Customer Success Manager role is a full-time position reporting to the Head of Sales. This role can be based in any location globally. Since our distributed team works across US time zones, US-based applicants are preferred. We offer comprehensive health, dental, and vision insurance to our employees and their dependents, as well as a suite of optional benefits and perks programs including parental leave and flexible PTO.

All Turtles and mmhmm are committed to creating and fostering a diverse team. We encourage people from underrepresented backgrounds and all walks of life to apply. We’re committed to providing reasonable accommodations to all applicants throughout the application process.