Customer Success Manager

We're looking for a Customer Success Manager to join our team at Paragon! As an early member of our team, you will help our customers realize the incredible potential of our platform. You will work across the business in driving product adoption, strengthening customer engagement, providing input into our product roadmap, and ensuring our company is as customer-centric as possible.

Customer Success sits at the center of our company, working across Support, Product, Engineering, Operations, and Sales in supporting our customers as they implement and leverage the Paragon platform. We are a small, lean team - you’ll work closely with our Head of Customer Experience on building and experimenting as we build out our Customer Success function. If a high-ownership, customer-facing role is where you thrive - this is the role for you.

You'll work with us in our beautiful office in West LA, or we can work together remotely. We are looking for someone, ideally, who can work EST hours to better support our wide customer base.

Note: You must apply via Lever to be considered for this role. https://jobs.lever.co/useparagon.com/07fcc001-0012-407f-ae89-6eebda442089

What You’ll Do

• Customer Relationship and Engagement
• Manage the relationship between Paragon and our customers
• Work with internal teams, including Sales, Product, Marketing, and Support to ensure that customer expectations, issues, and questions are answered and met

• Develop programs to drive usage and retention of Paragon's solutions

• Success and Adoption

• Help our customers ramp onto our platform quickly

• Drive adoption of Paragon while maintaining a strong customer renewal rate and NPS

• Become an integrations domain expert and help Paragon define new best practices to solve customer needs

• Identify client challenges and risk areas, develop solutions, and implement proactively to avoid churn, collaborating with other Paragon teams

• Process and Enablement

• Create goals, action plans, playbooks, and key metrics based on each customer's objectives, and review progress on a regular basis with the customer and Paragon leadership

• Demonstrate and promote the latest features and capabilities of our platform

• Lead strategic, cross-functional initiatives, such as customer journey mapping and product feedback sessions to drive a best-in-class customer experience and foster a company-wide culture of customer-centricity

You Should Have

• 3+ years in a CSM role at a B2B SaaS company with quota, or in management consulting or an agency working directly with customers
• Experience building and nurturing relationships with multiple stakeholders
• Affinity with software and software development - ability to understand and clearly convey complex topics to a technical audience (e.g. CTOs and engineers)
• Are obsessed with making customers happy. You know that the slightest trouble in getting started with a product can ruin customer happiness
• Confident working in a high-autonomy, fast-paced environment where you'll be responsible for decisions that influence the direction of the company
• Comfortable working in highly ambiguous settings, where there is rarely a “right” solution
• Bring strong project management skills to the table, with a curious mindset and a careful attention to detail

What We Offer

• Comprehensive Benefits: We offer competitive health, dental, and vision insurance plans to keep you and your loved ones covered.
• Unlimited PTO: We believe in work-life balance and offer unlimited paid time off to promote personal well-being and relaxation.

A Typical Day

• 9AM: Review Slack and Email; address customer questions or concerns
• 10AM: Hop on an onboarding call with a customer, take detailed notes, send a follow-up, and share action items internally and externally
• 11AM: Check-in with Support on customer issues; respond to customers via Slack or Zendesk, and reach out to Engineering for assistance
• 12PM: Work with the Head of Product and Director of Engineering to prioritize customer issues and requests in the upcoming engineering sprints
• 1PM: 🥪
• 2PM: Hop on a call with an Account Executive to learn more about a prospect that is close to signing. Create an onboarding plan and review it with our Solutions Engineer
• 2:30PM: Jump into a Slack huddle with the Head of Success. Discuss a challenging customer renewal
• 3PM: Deep Work! Review Salesforce & Gong. Build a deck for an upcoming renewal or customer call. Work on an Account Executive <> Success Handoff playbook. Develop an on-call policy to manage customer issues over a holiday weekend
• 4PM: Check in with Engineering on bug fixes, requested integrations, and close out emails / Slack

Paragon is an embedded integration platform for SaaS apps - we enable companies to build products that integrate with the SaaS ecosystem. With Paragon, software companies can integrate with hundreds of different SaaS apps in minutes while providing their customers with a seamless, unified integration experience. Our vision is to build the connecting layer for all software that enables every application in the world to work together seamlessly.