Customer Success Manager

About Yembo

Yembo is a fully remote company dedicated to bringing trust and transparency to the home services industry. Our AI technology transforms smartphone videos into virtual surveys, enabling workflow-specific deliverables for businesses in the Moving & Storage sector. We are transitioning from an early-stage startup to a market leader, and we are looking for a Customer Success Manager to help bridge this crucial gap.

About The Role

Yembo is seeking a Customer Success Manager (IC3) who embodies an owner's mindset. In this role, you will serve as the commercial engine for our most strategic clients, moving beyond routine account check-ins. You will be responsible for owning the strategy to cultivate long-term advocates from complex enterprise accounts, ensuring Yembo's technology is deeply integrated into their daily operations.

What You’ll Do

• Drive Net Revenue Retention (NRR): You will manage the financial health of your book of business, identifying expansion opportunities and expertly navigating renewals with a strong focus on growth.
• Architect Value: Your role extends beyond simple usage metrics. You will define, meticulously track, and present tangible ROI, demonstrating to VPs and C-Suite executives precisely how Yembo delivers significant savings in time and money.
• Operationalize Success: You will actively build and refine playbooks, not just follow them. This involves identifying and addressing friction points in the customer journey and collaborating closely with Product and Sales teams to implement solutions.
• Strategic Turnarounds: You will take charge of accounts that are under-utilizing the platform, employing deep discovery and influence strategies to steer them back towards successful adoption and value realization.
• Voice of the Market: Act as a vital conduit between our users and our AI engineers, ensuring that our product roadmap remains at the forefront of industry needs and innovation.

Who We’re Looking For

• Experience & Drive: Possess a minimum of 3-5 years of experience in a fast-paced, high-growth SaaS environment. Your motivation should extend beyond just a role; you're driven to significantly impact and shape the industry.
• Business Acumen: Understand that customer success involves a dual outcome: the customer must derive value, and Yembo must achieve growth. You are skilled in discussing ROI, budgets, and expansion opportunities.
• Executive Presence: Lead Quarterly Business Reviews (QBRs) with confidence, effectively translating technical value into clear business outcomes, and adeptly handling objections with data-backed insights.
• Change Management: Guide customers from initial hesitation to enthusiastic advocacy, transforming entrenched "we've always done it this way" attitudes into genuine and widespread platform adoption.
• Strong Communicator: Capable of explaining complex technical concepts to non-technical audiences and conducting highly effective customer meetings.
• Startup Mentality: Energized by building and optimizing processes rather than merely following existing ones. Ambiguity is viewed as an opportunity, not a hindrance.
• Comfortable with Data: Proficient in using Salesforce/HubSpot daily and adept at extracting reports to comprehensively narrate the story of your accounts.

Benefits

• 100% Employer Covered Health Care Plan for you and your family (Medical, Dental & Vision)
• Retirement Plan (We offer a 401k with 4% company match)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Unlimited Flex PTO, Flexible Sick Leave & 11 National Holidays)
• Parental Leave for both caregivers
• Annual Events & Meetups
• Work From Home (Fully Remote Team)
• Stock Option Plan
• Learning & Development Opportunities

Key skills/competency

• Customer Success
• SaaS
• Net Revenue Retention (NRR)
• Account Management
• Strategic Client Management
• ROI Analysis
• Change Management
• Salesforce/HubSpot
• Communication Skills
• AI Technology