Customer Success Manager

We're seeking a detail-oriented and customer-focused individual to join Scarf as a Client Success Manager. In this role, you'll play a crucial part in ensuring our clients' success by building and maintaining strong relationships, understanding their needs, and championing their interests within Scarf. If you're passionate about client satisfaction and operational efficiency, and you thrive in a collaborative environment, we want to hear from you.

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Responsibilities

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Client Relationship Management

• Serve as the primary point of contact for assigned clients, fostering strong and lasting relationships.
• Understand clients' goals and challenges to provide tailored solutions around Scarf's offerings.
• Proactively engage with clients to identify areas for improvement and expansion.

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Onboarding and Training

• Guide clients through the onboarding process, ensuring a seamless transition from pre-sale to post-sale.
• Provide training sessions to clients on our products/services.

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Product Knowledge

• Develop a deep understanding of Scarf's products/services to effectively communicate their value to clients.
• Stay informed about industry trends and best practices.

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Issue Resolution

• Address and resolve client concerns and needs in a timely and efficient manner.
• Develop basic technical knowledge and understanding of common bug fixes or feature requests to triage support requests to take work off of engineering's plate.

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Renewals and Upsells

• Work towards ensuring client renewals and identify upsell opportunities.
• Collaborate with the sales team to expand client accounts.

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Feedback Collection

• Gather client feedback and insights to inform product/service improvements.

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Data Analysis

• Utilize data analysis tools to extract meaningful insights from Scarf data for the client.

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Qualifications

• Bachelor's degree in Business, Computer Science, or a relevant field.
• Proven experience in a B2B client-facing role in a technical or open source space.
• Strong communication and interpersonal skills.
• Excellent problem-solving abilities and a proactive approach to client success.
• Ability to manage multiple clients and projects simultaneously.
• Close attention to detail.
• Familiarity with open source software is a plus.

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Compensation

• The base salary range for this role is $80,000-$115,000/year and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. The role will include market rate commission on upsold deals. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.
• Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; medical, dental, and vision benefits.

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