Customer Success Manager - San Francisco, CA, United States - R-Zero

Description

About R-Zero

R-Zero is on a mission to deliver a better future for all via safer, healthier shared indoor environments. Working here means you'll help create a new category–one that bridges science, public health, and technology. You'll ask why and achieve new outcomes, developing skills beyond your existing scope of expertise. You'll join a diverse team of forward-thinkers, collaborating on work that will shape the future of human health. No playbook exists for the problems we are solving, but our science-based approach and revolutionary technology ensure that together, we will change the world. Role Overview As a Customer Success Manager, you will focus on maintaining and growing relationships with R-Zero's existing customer base. You will ensure your assigned customers are satisfied while also driving revenue growth through renewal and expansion opportunities. You will represent the voice of the R-Zero customer within the organization, communicating feedback and learnings cross-functionally. This role reports to the Vice President of Success. This is a hybrid work location position with a minimum of one to two days per week in our San Francisco and Menlo Park offices. Key Responsibilities

• Own the entire relationship with assigned customers, including onboarding, training, product adoption, retention, and satisfaction
• Build and strengthen relationships with customers as a trusted and strategic advisor to help ensure the continued value of our products and services
• Develop and maintain customer success strategies and best practices
• Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
• Maintain existing customer success metrics and data as directed
• Develop a thorough understanding of our products and service offerings to better upsell and cross-sell to customers
• Maintain accurate customer records, keeping track of any contract updates and renewals
• Review the customer journey, determine how it's supported, and use a consultative approach to help clients overcome issues and achieve their goals
• Collaborate, problem-solve, and/or strategize with team members on pitch decks, talking tracks, and proposals for upcoming customer interactions
• Identify upsell, cross-sell, and renewal opportunities and communicate on progress regularly
• Analyze trends in CSAT and NPS scores to identify areas for improvement
• Work with sales and marketing teams to boost customer referrals and develop case studies
• Handle inquiries and requests from customers and address their needs

The salary range for this position will vary based on candidate level, experience, and location. The base salary for this position contemplates a range of $100,000 - $130,000. Certain roles may be eligible for incentive compensation, equity, and benefits. Proof of eligibility to work in the United States and a background check is required upon employment. R-Zero's benefits program underscores our commitment to health equity and care for all people–including our employees. Some of these benefits include:

• Unlimited vacation, paid holidays
• Competitive total compensation with equity:
• Competitive compensation–backed by market research and audited annually for pay disparities–is our baseline. In addition to competitive base bay, every member of our team receives equity. We believe shared ownership leads to shared success.
• Healthcare benefits (medical, dental, vision) starting on day one. We offer coverage for employees, their spouses/domestic partners, and their children.
• 12 weeks paid parental leave for all genders
• 401(k) program starting on day one
• AD+D and life insurance

R-Zero is an equal opportunity employer, committed to creating a diverse and inclusive global work environment. We are committed to a policy of Equal Employment Opportunity and do not discriminate against an applicant or employee on the basis of any legally recognized protected basis under federal, state, or local law, including the San Francisco's Fair Chance Ordinance. Studies show that women and people of color tend not to apply for jobs if they don't meet every single qualification. We encourage you to apply–even if your experience doesn't perfectly align with every bullet point in the job description. You may be just the right candidate for this, or another opportunity. By submitting your application, you acknowledge that you freely give informed consent to the collection, processing, use, and storage of your personal information as described therein. #J-18808-Ljbffr