Customer Success Manager

San Francisco /
Customer Success – Customer Success /
/ Remote
Butter is looking for a Customer Success Manager (CSM) to join the Customer team. The CSM is ultimately responsible for the complete post-sales lifecycle of Butter customers, beginning at contract close and extending through renewal, leading narrative creation & storytelling for customers. Through CSM partnerships, customers derive maximum value, leading to success, retention, and expansion. The CSM role is cross functional, and includes collaboration with Sales, Solutions Engineering, Data, and Product Management.

About the Role:

You excel at cultivating multi-stakeholder partnerships and are able to establish yourself as a trusted advisor through clear communication of success narratives and deep empathy with your customers and their business and needs. You appreciate working on infrastructure products that require thorough understanding and technical knowledge. You are action oriented and detailed in your work. You are a systems thinker and create repeatable processes, templates and frameworks to drive efficiencies for both customers and Butter. You lead with curiosity, empathy and value, taking a consultative approach to customer relationships. You create win-win relationships with clients and internal stakeholders. 

Responsibilities:
- Lead the post-sales engagement, retention, and expansion of your customers, driving overall account health and revenue growth
- Create & share success narratives with the customer by leading routine business reviews to align on business priorities, performance, provide guidance on optimization opportunities, share Butter roadmap, and identify product expansion opportunities.
- Design and test playbooks and program ideas, monitoring results based on defined customer success criteria
- Create efficiencies for scaled customer outreach and relationship management wherever possibleServe as a trusted payments advisor to the customer with consistently responsive and expert service, proactively educating them on Butter’s platform, value, and our industry
- Develop and maintain powerful relationships with executives across customers' business functions: finance, marketing, product, and engineering, understanding their priorities, challenges, and motivations. 
- Advocate for the customer to internal stakeholders, proactively surfacing key customer feedback and insights to Product Management, Sales, Marketing, and Product Engineering.
- Manage the CRM database with customer information so leadership and cross-functional teams can make data-driven decisions
- Drive customer references and case studies and advise on content in partnership with Marketing

Qualifications:

- 4+ years relevant work experience in a customer-facing role, including SaaS customer success or account management.
- Communicator: Exceptional communications skills in writing, presenting, and storytelling, comfortable centering data in the narrative
- Strategic Thinker: Ability to drive customer health and growth using varied data sources and insights to create and execute on plans of action
- Technologist: Strong interest in technology and a deep understanding of the space
- Self-Starter: Ability to operate in an ambiguous and dynamic start-up environment
- Learner: Able to learn new concepts quickly, and think through complex problems with creativity and pragmatism.
Benefits:
Competitive salary and equity401kGenerous benefits package (medical, dental, vision)The opportunity to work with a well-funded, outcomes-driven, growing team, founded on mutual respect and having fun while building something meaningful. 

About Butter:
Modern subscription companies accidentally lose up to 5% of their total customer base each year due to churn caused by legitimate payments failing (passive churn). These payments fail either because they are falsely detected as fraud or because of archaic systems in an aging payment ecosystem. 
Butter uses patented machine learning and artificial intelligence to deeply understand the real time state for any given payment and then optimizes for success. Butter offers a free assessment and trial to validate a customer’s found revenue opportunity, integrates with existing payment processors, and charges an ongoing success fee tied to revenue recovered.
Butter typically recovers up to $1M or more of found revenue for our customers and gives 1% back to causes that support our mission of enabling anyone anywhere to have access to the things they deserve and need.
Butter is well funded by leading investors and offers a generous benefits package including unlimited PTO (as long as the work gets done). Our culture is one focused on mutual respect, great communication, and taking risks with consensus. 

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

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Butter Payments is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Atomic considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.