Customer Success Manager

Job Description

About Abstract

Abstract is a design workflow platform for teams to version, manage, and collaborate. Our company’s mission is to dramatically improve the productivity, transparency, and impact of Design. Since launching in July 2017, over 7,000 design teams across 75 countries have adopted Abstract, including teams from DocuSign, Instacart, Microsoft, Pandora, Wayfair, Wix, Cisco, Zendesk, and more.

At Abstract, we believe in a future where all companies recognize that empowering people to be creative unlocks productivity. We seek to build a world where companies see their people's expertise, where systems default to collaboration, and where curiosity and experimentation flourish.

We strive to be living examples of our values and first principles. We do hard things, make our own weather, and question the status quo. When we ship, we ship together. We value grit, inclusion, craft, curiosity, and iteration, just to name a few. And we embrace diversity and respect our differences because we know different minds see more parts.

If you thrive in a fast paced environment where you can make a big impact on our product and our company culture, we want to hear from you.

Abstract is a remote-first company (US-based only at this time).

About the Role:

We are seeking a self-motivated, results oriented Customer Success Manager to play an important role in building and maintaining relationships with Abstract’s Enterprise customers. Your primary focus will be helping our customers achieve their business objectives through proper adoption and use of Abstract. As a Customer Success Manager, you will act as a main point of contact for your accounts and work closely with Sales, Support, and Product to ensure a top-notch customer experience with Abstract and our team. The knowledge that you will cultivate, organize, and share will be the key to helping Abstract build products and deliver an experience that our customers love.

What You'll Do:

• Be a main point of contact for our Enterprise accounts and help increase their overall lifetime value by driving customer satisfaction, expansion, and renewal.
• Work directly with Account Executives and Solutions Engineering to manage all aspects of high-touch on-boarding, ongoing engagement, and adoption for your account portfolio.
• As a product expert, you will work closely with the User Education team to create and leverage tutorials, methodologies, and best practices to achieve successful implementation and adoption by customers.
• Proactively identify workflow challenges, performance issues, and other blockers and work with Product, Engineering, and Support to troubleshoot and resolve them.
• Partner closely with Account Executives, Customer Support, and Marketing to ensure that our highest-value customers receive a coordinated, coherent experience.
• Take ownership of customer feedback and collaborate with Product, Design, Marketing, and Growth to help improve Abstract and prioritize what we build.
• Establish a regular cadence of performance reporting (weekly, monthly, quarterly) for key customer groups to signal satisfaction, churn risk, expansion opportunities, and other KPIs.
• Proactively identify and lead team process improvements
• Contribute to creating educational content, case studies, and marketing materials that aid on-boarding, adoption, and continuous usage of Abstract.

What You'll Bring:

• You have at least 3 years of relevant B2B SaaS and enterprise software experience — ideally as a member of a Customer Success team at a growth stage startup
• You are able to navigate complex enterprise organizations with multiple stakeholders throughout the customer journey
• You have a track record of exceeding expansion and/or retention revenue targets
• You thrive as a product expert who is technically competent and have strong analytical capabilities
• You are willing to travel on-site to visit customers when needed (about 5-20% travel)
• You have experience managing portfolios of 50 or more accounts
• You are well organized, an excellent problem solver, and excel at working cross-functionally to deliver results
• You can work both independently and collaboratively, think creatively, and take on new challenges
• You have experience with design-related tools (i.e. Sketch, Figma, Adobe, InVision)
• You flourish when given responsibility and ownership, especially when working within a remote team environment

Benefits/Perks

At Abstract, we offer resources that emphasize personal and familial wellbeing to all full-time employees. We provide up to 99% healthcare coverage, as well as dental, vision, and life insurance options. We offer 14 weeks of parental leave, an unlimited paid-time off policy, health care FSA, and are fully remote, allowing for a flexible working environment. Additional perks include dependent care, a budget to set up your home office, a monthly wellness and internet stipend, as well as mental & physical wellness services.

To help employees plan for the future, we offer competitive pay, access to financial services, and a 401(k).

We are a distributed team and are able to offer US-based remote employment. We offer travel opportunities for company meetings, team meet-ups, and the occasional conference.

Notes

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Applicants must be currently authorized to work in the United States on a full-time basis; Elastic Projects will not sponsor applicants for work visas.

As part of our security protocols, offers are contingent on the successful completion of a background check.