Customer Success Manager - Sched LLC

We're looking for a passionate customer advocate to join our Customer Success Team!

This role is perfect for a current CSM (or Junior CSM) looking to step up into greater responsibility. You’ll have the opportunity to take ownership of key initiatives within Sched’s Customer Success function while leading by example in managing and expanding our growing customer base. 

What You’ll Do

- Play a key role in shaping and executing a refreshed approach to Customer Success at Sched: As a pivotal part of the team, you will help our customers achieve maximum value while setting the foundations for success across the team.  

- Build and nurture relationships: Be the go-to person for our customers. Offer top-notch support, anticipate their needs, and suggest solutions before they even ask.

- Help customers get the most out of Sched: Guide them through using the platform to meet their goals and get real value from it.

- Collaborate with other teams: Work closely with Sales, Support, and Product teams to make sure our customers have a seamless experience.

- Be the customer's advocate: Gather feedback and pass it along to help improve the product.

- Handle renewals and growth opportunities: Spot chances for upselling or cross-selling and help drive account renewals.

- Keep an eye on customer success metrics: Track key indicators like usage, engagement, and satisfaction to catch any warning signs early and keep customers on track.

- Lead training and onboarding: Create and deliver onboarding programs and training sessions to set customers up for success with Sched.

- Resolve tough issues: When things get complicated, step in as the point of escalation to work with internal teams and ensure a speedy resolution.

- Develop personalized success plans: Partner with key stakeholders to create plans that align with their business goals and set them up for success.

- Focus on long-term success: Make sure customers get lasting value from Sched by regularly revisiting their goals and offering recommendations to improve their experience.

Requirements

- 3+ years of Customer Success, Account Management, or Client Service experience ideally within B2B SaaS. 

- You have owned the full renewal process with a large book of business and have relevant experience in renewal conversations, negotiations, and unlocking customer value through upsell/expansions. 

- You possess a strong customer mindset to prioritize customer needs, manage expectations, and balance multiple priorities across a high-volume book of clients. 

- You have a collaborative approach, are confident in testing new strategies, questioning existing processes, and are focused on developing the best solutions for our customers.  

- Excellent communication and presentation skills.

- Ability to identify upsell and cross-sell opportunities to maximize customer lifetime value.

- Ability to thrive in a fast-paced environment.

- Familiarity with SaaS products and subscription-based business models.

- Strong project management skills.

- Ability to manage customer escalations and resolve conflicts in a timely and effective manner.

- Experience using sales methodology frameworks to close renewals (SPICED preferred).

- Organized and detail-oriented.

- Proficiency with Hubspot, Google Suite, and Notion will be an advantage

What we are offering

We are a 100% remote global team! We regularly get together throughout the year for team meetings in incredible places like Morocco, Japan, Cambodia, and Colombia, all covered by Sched. Part-work, part vacation, we call them #schedcations.

- Work remotely from the US or Canada.

- Rewarding Growth: Unlock the potential for career advancement, bonuses, and more in this role.

- Paid Time Off: Enjoy the benefits of paid time off to recharge and relax. 

- Collaborative Remote Work: Thrive in a remote work environment that fosters collaboration and offers a supportive atmosphere.

- 401k Company Match Program. 

- Health & Virtual Health benefits. 

- A competitive salary and bonus scheme.

Our Mission

We bring people together to make the world a better place.

Events are where we go to be inspired by those who’ve followed their dreams, learn from successful people, build life-long friendships, and discover new opportunities. We believe that when we come together around shared interests, they foster genuine connections, build mutual understanding, and create lasting bonds through these collective experiences. 

Our mission is to help encourage more of these experiences every day.

About Sched

We are an almost 14-year-old, bootstrapped, company dedicated to creating environments that enable exceptional and engaging events. We do this through our event management software and event management services so that every individual and community can grow from the opportunities presented through events.

We’re already influencing tens of millions of connections each year, and we’re just getting started!