Customer Success Manager

Pocus’ vision is to unlock data for go-to-market teams.

Pocus helps customers like Asana, Canva, and Miro unlock data to drive millions in pipeline, accelerate closed won, and save reps hours / week digging through data. Now, we’re on a mission to supercharge our customer’s revenue growth & efficiency gains by 10xing sales reps with the power of AI. Pocus is Series A stage backed by First Round, Coatue, and angel investors such as the COO of Datadog, CPO Adobe, CRO of OpenAI, and more.

Our CS org has one goal: We transform GTM teams into best in class operators, creating repeatable top decile revenue performance and GTM efficiency. As a founding member of the Customer Success team, you’ll be at the forefront of our mission, working directly with customers in a highly consultative way to guide them through every step of the customer journey towards GTM excellence. You’ll have the opportunity to have outsized impact on our customers’ business as a trusted partner and expert.

The Pocus team is full of humble overachievers that like to move quickly (we call it shiperate), own our work, give customers superpowers, and create magic for our team… all while having a ton of fun. Join us on this next phase of growth!

Why this role

• Be a founding member of the Customer Success team: You’ll build the foundation of Customer Success at Pocus for years to come.

• Create tangible impact for customers with a product they love: You’ll drive value and get to know our customers across all levels - from our end users who rely on Pocus to uncover new revenue opportunities, to senior leaders that rely on Pocus to orchestrate their entire go-to-market engine. Customers love our product and have referred to Pocus as the “answer to all of their prayers.”

• Learn more in 1 week at Pocus than 1 year at another company: We do more with less — we’re able to ship what other teams with 10x of the resources do in 1/10th of the time. We consistently get feedback that our responsiveness and velocity set us apart as our customers’ favorite vendor.

• Meaningfully shape our product: We’re extremely customer-centric at Pocus. You’ll be the eyes and ears for all customer needs and work with the co-founders and Head of Product to inform our roadmap.

• Join an incredible team at a magical time: We’re at the beginning stages of explosive growth. Join a passionate, scrappy, and no-ego team of builders that will inspire you and make you laugh every day.

What you’ll do

Operate as a business-impact obsessed consultant to our enterprise customers and the accountable owner for their success with Pocus

• Develop and execute strategic action plans for each account to ensure customers’ success throughout the customer journey

• Own the relationship with a cross-functional team of our customers’ senior leaders across Sales, RevOps, and Data, and be a trusted advisor on their strategic priorities as it relates to Pocus

• Map customer’s business priorities to solutions in Pocus. Be prescriptive and highly consultative in with customers on how we will drive their success.

• Audit the business impact of the customer’s Pocus program and run business review workshops, offering insightful GTM advice for driving increased revenue impact across the customer’s GTM organization

• Proactively identify customers who aren’t maximizing their usage, subsequently creating and executing improvement plans

• Build & communicates a quantified value story. Analyze success data and develop an impactful value narrative for the customer executive team

Drive adoption directly and indirectly by managing the customer to effective change

• Owns the project management of activities (ours and the customer’s) and actions to drive adoption

• Develop SME programs to create power users and influencers ready to champion and enable others in the business

• Prescribe incentive programs and reinforcement mechanisms to drive adoption and make sure Pocus is embedded in core GTM processes

• Ensure the customer has the right training and enablement assets available to their reps

• Identify potential power users, low adopters and bubble up to program leadership for action

• Educate users with product enablement & training

Own customer renewal and expansion:

• Work closely with business stakeholders and executive leadership to craft a value narrative to maintain and expand our footprint with the customer’s business

• Completely own the renewal process, while working closely with our sales team to identify strategic areas of expansion

Build customer success and be the voice of the customer:

• Translate learnings from past experiences and time at Pocus to iterate and improve on all parts of CS at Pocus, including customer journey, rituals, and processes

• Collaborate and provide input on high-priority strategic initiatives that enable better support of our customers, including customer marketing, new product launches, customer service levels, and more

• Constantly capture and synthesize product feedback from our customers to provide datapoints to our Head of Product on product roadmap

Who you are:

As a small and early stage start-up, alignment on culture and values is our #1 priority. People that are successful at Pocus, regardless of role, strongly identify with the following:

1. You are a humble over-achiever. You’re constantly asking for and excited about feedback that helps you learn and grow.

2. You don’t take yourself too seriously. You like to work hard but not without plenty of smiles and laughs along the way 🙂

3. You are delusionally optimistic. Big challenges and projects excite and motivate you.

4. You have exceptional integrity and always do the right thing, even if and especially when no one else is watching.

5. You are a problem solver, not a problem identifier. Your first reaction when encountering something that isn’t working is to think “What can I do to make this better?”

6. You strive to perfectly balance individual initiative with humility and collaboration, understanding when it is better to ask for help and when it is better to solve a problem independently.

7. You move with a self-imposed sense of urgency. You strive to constantly find the perfect balance between speed and quality and you understand when to make that tradeoff.

8. You have a high bar for quality and you honor your commitments.

9. You are excited about building foundations and you love learning new things as part of that. You have a bias towards documentation and writing things down.

10. You are excited about working in an early stage, high-growth, fast paced environment where you can have meaningful ownership and impact on the business, and understand that that is a significant commitment

If the above resonates, here are the job related qualifications that we’re looking for:

• 5+ years of Account Management or Customer Success experience in a Enterprise B2B SaaS role, managing customer relationships with 6-figure contracts at global enterprise organizations of 1,000-10,000 people

• Experience partnering with a cross-functional set of senior (Director+) stakeholders in enterprise organizations: influencing indirectly through champions, org mapping, and multi-threading complex organizational matrices to ensure successful product deployments and renewals

• Experience working with and effectively collaborating with technical and non-technical stakeholders in go-to-market, data, and operations

• Strong business acumen - you think business outcomes first, and can connect product adoption to business value

• Experience managing complex programs and initiatives, spanning hundreds of users, and many teams to quantifiable success

• You know how to communicate effectively to drive impact, across all forms (docs, emails, Slack messages, Powerpoint presentations) and at all levels (from AE to CRO).

• You’re a top performer, and can prove it. You have a track record of success with your customers

• Nice to have:

Perks and benefits:

• Best in class medical, dental, and vision plans through our PEO

• A monthly wellness stipend to help support you in your health goals

• 401K through Guideline to help you invest in your future

• Access to mentorship programs through First Round Capital for personal growth and development

• 10 company holidays and discretionary vacation with a baseline requirement of 2 weeks / year. We work hard but don’t want you to burn out!

• Work from home stipend to help you succeed in a remote environment

Sound like a good fit? We received thousands of applications to our last posting and unfortunately it's impossible for me to carefully review them all. If you're still reading this and want to ensure your application is read, send an email to [email protected] and [email protected] with "Customer Success App" in the subject line and tell me why you are excited to be part of the team. I look forward to meeting you!

DE&I statements At Pocus, we’re looking for people who are humble overachievers with an ownership mentality and a love for building. If this sounds like you, we encourage you to apply, even if your skills don’t perfectly match our job descriptions (especially if you’re making a career change or are insanely passionate about Product-Led Sales!). At Pocus, we welcome your diverse backgrounds and celebrate different perspectives that challenge the status quo. We will never discriminate on the basis of religion, color, gender identity, disability, marital status or any other characteristics protected by law.