Sr. Customer Success Manager

San Francisco, CA
Sep 14, 2017
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Institution Type
Outside Academe

Job Description

Smarking is looking for a highly motivated Sr. Customer Success Manager to engage, retain and drive our customer renewals. Our CSM will drive the post-sales lifecycle for Smarking's portfolio of customers, serving as the advocate for each customer and accelerating the expansion each account. The ideal candidate will be as passionate about big data, solving the parking problem, and providing an exceptional experience for every customer. As an early member of our team, you'll work to improve the efficiency and effectiveness of our Customer Success team and serve as a trusted point of contact for Smarking customers, from the point of sale through onboarding, project success, and renewals.

About Us

Smarking is a group of driven data scientists, MIT PhDs, engineers, transportation nerds, and business professionals working to introduce elegant solutions to the parking world. Backed by a group of top tier VC firms/investors including Y Combinator, Khosla Ventures, and Slow Ventures since early 2015, we focus on bringing the power of data analytics and yield management to the $100 billion parking industry worldwide. Growing rapidly in the past 18 months, we're looking for a highly capable customer success expert to join our team and helps us continue to grow!

Job Description
  • Hands on CSM work:
    • Establish a trusted advisor relationship and take responsibility for managing the entire post-sales customer relationship
    • Proactively engage each account to ensure that every customer is leveraging the full value of Smarking's platform and services
    • Work with customers to develop a success plan that defines how Smarking will address their needs and develop metrics for measuring future success
    • Work with the sales team to ensure seamless on boarding and product delivery
  • Management perspectives:
    • Help establish and improve customer success work flow and processes for the team by brining in best practices in customer on-boarding, user education, product feedback collection, and many other aspects
    • Constantly think of creative ways that Smarking can ensure long term customer success and identify top candidates for upsell
    • Help determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and net promoter score
    • Track data on leading indicators and customer utilization trends to understand what's going well and what's not use and to provide customer-based product recommendations

    • 3-5 years of experience as an CSM, account manager, or related customer engagement or project management roles
    • Extremely organized person with great attention to details and deadlines
    • Takes high degree of ownership over their work
    • Ability to understand customer requirements, identify, up-sell and cross-sell opportunities to deepen penetration of Smarking within customer environment
    • Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
    • Demonstrated success in thinking strategically and executing solutions at scale in a fast-paced environment
    • Highly data-driven with a commitment to process - excited about driving and tracking a consistent engagement process with all customers in your portfolio
    • Experience in a B2B SaaS company a plus
    • Clear and professional communicator that works well with a diverse team

Company Description
Smarking is a fast growing tech company that solves the notorious parking problem via a unique angle. By providing the very first enterprise data analytics software (SaaS) to the parking industry, Smarking is establishing itself as a revolutionary force and thought leader to tackle an emerging $10 Billion market here in the US and a $40 Billion one worldwide.

In the long term, Smarking aims to digitize and aggregate the parking supply inventory worldwide and eventually share real-time and predictive parking data with the general public via navigation services, consumer app platforms, automobiles, and even driverless vehicles!

Backed by a group of top tier VC firms/investors including Y Combinator, Khosla Ventures, and Slow Ventures since early 2015, Smarking is growing furiously.

Smarking offers a rapid growth career opportunity to top achievers who are hungry for responsibilities and impact.

San Francisco, CA


Wed, 13 Sep 2017 13:08:57 PDT