We are looking for an experienced US Manager Customer Success for our Plus team who will lead, develop and coach Funnel Customer Success Partners with a “we before me” approach. Reporting to the VP of Customer Success & Account Management, you will have the opportunity to make a significant impact on the company’s customer experience.

We are office first from our Boston office - at least 3 days/wk onsite

What you will do

• Train and manage an accomplished team of Customer Success Partners, and help each team member to reach their full potential and drive high performance.

• Bring established and proven CS methodologies, as well as help implement tools and guidelines that will help CSPs successfully deliver customer value and achieve revenue goals.

• Establish and maintain team goals and OKRs that align with overall company and revenue organization goals, in order to hit expansion and retention goals and reduce churn.

• Coach and assist the CSP team throughout their customer journeys to deeply understand customers’ strategic needs and map them to Funnel’s solutions and value together with other teams.

• Work with the global CS leadership team to identify and make recommendations for improvement in the areas of scalability, efficiency, and productivity.

• Nurture, evolve, and refine the customer journey, process and tactics to improve customer experience.
  

Who you are

You are a tech-savvy leader with a drive for customer experience combined with outstanding relationship-building, people development and problem-solving skills. You have a “we before me” mentality with a focus on togetherness, teamwork and humbleness. You perform best in growing, fast-changing and dynamic environments. You are also a self-starter, motivated by curiosity and a growth mindset to be the best, both as a professional individual and as a team. You have a perpetual desire to learn and work with a technical product in an ever-changing sector of the digital marketing ecosystem.

Other requirements:

• 5+ years of experience in a customer success related role in a fast-growing SaaS company - a plus if that experience is in the digital marketing space.

• 3+ years of experience leading a customer-facing team with a proven track record of driving value for clients, reducing churn, and achieving revenue goals.

• Experience in collaborating and driving strategy with executive stakeholders.

• Strong collaboration and leadership skills.

• Excellent communication, interpersonal, and organizational skills.
  

About Funnel

Funnel is a fast-growing and well-funded scale-up, working to help customers understand how their marketing initiatives relate to their business results. Our customers range from big e-commerce companies to advertising agencies and consumer brands.

Our service lets marketers aggregate and consolidate data from all of their marketing tools and channels into clear dashboards and reports, and provides solutions to easily forward the data to data warehouses in the Google, Amazon or Microsoft cloud, or to other related products like Google Sheets or Google Data Studio. Since the product launch in 2015, we have set up offices in Stockholm and Boston, and grown to service thousands of marketers all over the world, with the US as the largest market. We invest in our employees by consistently providing opportunities for them to contribute to the company’s goals, and to grow from both a career and personal standpoint.

Join an exciting growing company and play an integral part in Funnel’s journey towards market leadership!

As a Funneler, your benefits and perks are:

• Comprehensive insurance including medical, dental, vision, and life

• 160 hours (20 days) of vacation

• 401k matching - dollar for dollar up to 6% after 90 days

• Industry leading 14 Weeks Parental Leave (i.e. Maternity and Paternity) leave at 100% compensation, with a “ramp up” period to return to work

• A beautiful office near So.Station

• Transparent career ladder for advancement

• Free use of office gym facility

Frequently Asked Questions:

Can you sponsor me?

Unfortunately, no, at this time we cannot.

What does this position pay?

To attract talented individuals, our compensation is “market” and our benefits are quite generous. We are happy to discuss this further during our initial call

Where is Funnel located?

Funnel’s US office is at 175 Federal Street, Boston, Massachusetts, and the corporate headquarters are in Stockholm, Sweden. We also have offices in London, Dublin, and Sydney!

Are you okay with remote work?

We come into the office 3 days a week. In the future, we plan to continue this hybrid policy - at this time, we do not see 100% remote work as a good fit for us.

Funnel is an EOE/Veterans/Disabled/LGBTQ employer

We uphold and promote a “people first” culture where we consider team achievements and mental well-being key measures of success. We continually celebrate the diverse community different individuals foster. Our inclusive culture inspires us to try new things, speak openly, and be bold. Our inclusive culture empowers all of us to connect, belong, and grow. As an equal opportunity employer, we stay true to our mission by welcoming the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, color, religion, disability, sexual orientation and beliefs.
Funnel is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 857-663-0936 or send an e-mail to accommodations@funnel.io and let us know the nature of your request and your contact information