Customer Success Manager (Cambridge, MA or Charlotte, NC)

| Cambridge | Remote
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Soofa is the neighborhood news feed that connects a community with screens everyone can see and anyone can use. We're a woman-founded MIT startup with a mission to make cities smart, social, and sustainable.

We are looking for a dedicated and enthusiastic CSM to be the guiding light for all Soofa Sign advertisers and partners. You are an empathetic team player who isn’t afraid to get your hands dirty as our team grows. The CSM will work closely with clients to strategize and build their Soofa Sign campaigns, train them on how to use our products, monitor and report on the success of campaigns, and develop the customer relationship through upsells and renewals

Remote applicants (Boston, MA and Charlotte, NC-based only) welcome.

 Responsibilities

  • Take the reigns as the primary post-sale point of contact for all advertising customers
  • Onboard clients, maintaining regular communication and building strong relationships
  • Lead strategic, creative, and technical guidance for clients developing Soofa Sign campaigns
  • Use your vision and experience to recommend tools and perfect internal processes
  • Highlight valuable customer feedback for our product, sales, and marketing teams
  • Build a customer-centric business, giving control and flexibility to the digital marketer of today
  • Grow our customer success team
  • Own retention, renewals, and upselling of Soofa platform customers
  • Grow recurring revenue

 

Qualifications

  • 2-3+ years in the account management, customer success, or sales field, ideally with experience in media, tech, and/or SaaS
  • Proven track record developing and growing client relationships (metrics-heavy resume)

 

Candidate Characteristics

  • Creative, innovative, big picture thinker
  • Strong leadership skills and ability to “walk the walk”
  • Flexible and unafraid of uncertainty
  • Excellent communication and presentation skills

 

Bonus Points For

  • Experience working with designers and product developers
  • Experience at a fast-growing startup

 

Perks of Working with Soofa

  • Best of both worlds:  Soofa’s Cambridge HQ is open, safe, and compliant for anyone who wants to use it; or, work from home
  • Generous healthcare, dental, and parental leave packages
  • Free short- and long-term disability and life insurance
  • Unlimited PTO
  • Dog-friendly office
  • Virtual team events
  • Team activities like ski trips, camping, Whiskey Wednesdays, etc. 
  • Company culture focused on talent development and caring personally 

 

Soofa is an Equal Opportunity Employer that does not discriminate on the basis of race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity, pregnancy or pregnancy-related condition, genetic information, arrest record, or any other characteristic protected by applicable federal, state, or local laws. Soofa is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.

 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • jQuery UILibraries
    • KeenLibraries
    • EmberfireLibraries
    • Ember.jsFrameworks
    • FirebaseDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • HubSpotCRM
    • MailChimpEmail
    • HubspotEmail
    • HubspotLead Gen

Location

Located in trendy East Cambridge, Soofa is steps away from both Kendall Square and the Green Line.

An Insider's view of Soofa

How does your team reward individual success?

From gong rings to weekly shout outs, a Soofarian’s achievements are never kept quiet. Soofarians set quarterly goals and get support from the rest of their team to reach them. At Soofa, there is nothing better than having your hard work acknowledged by your fellow peers. Our company works hard, plays hard and we love a good reason to celebrate!

Kayla Zaylor

Operations Manager

What does your typical day look like?

I love that a lot of my work involves meeting with local government partners, attending neighborhood association or city council meetings, and going to conferences, or going out to new neighborhoods to find the best locations for our signs or oversee the installation of a new Sign and answer any questions curious passerbys might have.

Lyra Schweizer

Director of City Growth

How has your career grown since starting at the company?

I was hired as an engineering intern, then into a full-time product manager role. Working with so many aspects of our org has helped me learn how to speak the language of every employee and department. I can speak up for resources I need to hit company goals, and I have ownership over our metrics—which enables and encourages me to get things done.

Charlotte Warne

Product Manager

How do you empower your team to be more creative?

We hold monthly "content-making parties" where we all gather over video (it used to be in person, with cheese, but alas) and create content for our Soofa neighborhoods using Canva, our favorite creative tool. It's a great way to de-stress and clear the cobwebs!

Molly

Chief of Staff

What are Soofa Perks + Benefits

Soofa Benefits Overview

Great healthcare through BlueCross/BlueShield (HMO and PPO plans available). Affordable dental insurance. Generous parental leave packages for both primary and secondary caregivers. Free short- and long-term disability and life insurance. Equity for most full-time Soofarians. Unlimited PTO. Dog-friendly office. Team lunches every Friday. Team activities like ski trips, camping, Whiskey Wednesdays, etc. at least once a month.

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Soofa's leadership team is over 50% women.
Unconscious bias training
Diversity manifesto
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Health Insurance Benefits
Life Insurance
Team workouts
Retirement & Stock Options Benefits
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. Soofa also provides 2 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Sabbatical
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
We welcome dogs into the office daily.
Recreational Clubs
Book club, hiking pals, and more!
Professional Development Benefits
Job Training & Conferences
Diversity Program
Cross functional training encouraged
Promote from within
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