Customer Success Manager

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About Metaforms

Metaforms is an AI-powered automation platform for market research. We build tools that speed up workflows in survey programming, bidding, and operations. Our clients are global research firms and tech platforms.

Job Summary:

Customer Success Executive at Metaforms will be responsible for leading and scaling our Customer Success organization. This role is pivotal in driving customer satisfaction, retention, and expansion. You will develop and implement strategies to ensure our customers achieve their desired outcomes while maximizing the value they receive from our products/services. The ideal candidate will be a strategic thinker, an exceptional leader, and a passionate advocate for our customers.

KPIs

• Monitoring and Optimizing Customer Usage: Metaforms is a top-down product that requires design proactive systems to drive adoption across the org.
• Expansion Revenue: We sell multiple AI agents to our ICP. Being able to expand the revenue within each customer is critical to the role.
• Time to Value: Improving the onboarding and training process to ensure quicker start of full-billing cycles post-sales.
• Customer Excitement: Our customers have typically never bought software. Metaforms being responsive and empathetic to their problems is the key reason they partner with us.

Qualification:

• Deep understanding of customer success principles, methodologies, and best practices.
• Excellent communication, interpersonal, and presentation skills, with the ability to effectively communicate with customers at all levels.
• Strong analytical and problem-solving skills, with the ability to use data to drive decisions and measure results.
• Experience with CRM and customer success platforms (e.g. Attio or Hubspot)
• Customer-centric mindset with a passion for delivering exceptional customer experiences.
• Strong business acumen and understanding of SaaS business models.

Bonus, if you have:

• Experience working with Market Research agencies.
• Experience scaling a customer success organization in a high-growth company.
• Knowledge of research operations automation and AI.

Benefits:

• Full family Health Insurance
• $1000 USD skill development reimbursement
• Provides mentor/coach
• Free Lunch and Dinner at office
• Food/Snacks allowance