Customer Success - Moving

Yembo is looking for a Customer Success Manager to work East Coast hours.

This person will think like an owner. You won’t just be “checking in” on accounts; you’ll be the commercial engine for our most strategic clients. You will own the strategy to turn complex enterprise accounts into long-term advocates, ensuring that Yembo is deeply embedded in their daily operations.

What You’ll Do:

● Drive Net Revenue Retention (NRR): You are responsible for the financial health of your book of business. You will identify expansion opportunities and navigate renewals with a focus on growth.

● Architect Value: Move beyond "usage metrics." You will define, track, and present hard ROI—showing VPs and C-Suite executives exactly how Yembo is saving them money and time.

● Operationalize Success: You aren't just following a playbook; you're building it. You’ll identify friction in the customer journey and work with Product and Sales to fix it.

● Strategic Turnarounds: You’ll step into accounts that are under-utilizing the platform and use discovery and influence to pivot them back to success.

● Voice of the Market: Act as a bridge between our users and our AI engineers to ensure our roadmap stays ahead of industry needs.

Who We’re Looking For:

● Experience & Drive: You possess a minimum of 2-4 years of customer success experience within a high-growth SaaS setting. Beyond simply seeking a role, you are driven by a desire to significantly impact and shape the industry.

● Business Acumen: You recognize that customer success is a dual outcome: the customer must realize value, and Yembo must achieve growth. Therefore, you are adept at engaging in discussions regarding ROI, budgets, and opportunities for expansion.

● Executive Presence: You lead QBRs with confidence, translate technical value into business outcomes, and handle objections with data-backed responses.

● Change Management: You guide customers from hesitation to advocacy, turning "we've always done it this way" into genuine platform adoption.

● Strong Communicator: You can explain technical concepts to non-technical audiences and run effective customer meetings.

● Startup Mentality: You're energized by building processes, not just following them. Ambiguity doesn't slow you down.

● Comfortable with Data: You use Salesforce/HubSpot daily and can pull reports to tell the story of your accounts.