Enabling every company to automate B2B trade
We are seeking an Enterprise Customer Success Manager to lead the charge for our accounts at Convictional. This involves a high level of partnership, and coaching as some accounts are building their first marketplace/drop ship offering. Customer Success Managers are responsible for:
Managing accounts to maintain high satisfaction levels, grow product adoption, usage, expansion, and ultimately renewal.
Cultivating deep, trusted advisor relationships with senior stakeholders where you are considered a strategic partner in their team.
Providing insights and best practices to customers to ensure movement towards GMV goals and to influence changes that drive adoption and long term success.
Influencing the direction of Convictional’s platform and APIs, funneling customer feedback to the Product team while proactively helping customers understand how we’re working towards solutions.
Delivering regular business reviews and organizing success plans with your customers.
Articulating and documenting processes to help continually shape our approach to Customer Success.
Conducting formal training sessions during the onboarding phase and providing training as needed.
Consultative & enablement-forward style
Master navigator of complex social relationships
Comprehensive ecommerce business acumen
A genuine passion for helping customers succeed and solving problems
The ability to be comfortable with ambiguity
At least 3-5 years experience as a Customer Success or Account Manager, ideally in a high-growth B2B startup environment.
Experience with sales, pro-services, consulting, technical enablement, and project management all assets
Extensive evidence of ability to manage complex relationships with business leaders and among business partners
Experience working with software teams to triage project deliverables and translate requirements from business users to our internal product teams.
$100,000 - $130,000 salary
$65,000-$102,800 in stock options
Comprehensive benefits, including Healthcare Spending Account
WFH stipend, learning budget, and corporate cards to ensure you’re never waiting for reimbursement
3 weeks paid vacation + one week shut down at the end of the year
Our interview process involves a screen, followed by 3 longer team interviews, and finally a founder interview. We will update you as soon as we come to a decision after each round. Details on this process are as follows:
Screen: a 20 minute exploratory interview with the primary hiring manager for the role. This helps us to mutually assess fit and gives you the opportunity to ask any questions you have about Convictional.
Work assignment: most processes will include a 60 minute assignment modeling something you’d be working on in the role. You’ll review this in your team interviews.
Gauntlet: a series of three 40-minute interviews with potential team members. This helps us to assess your strengths, how you work, and learn about your experiences. This will also serve as an introduction to some of your potential team members.
Founder Interview: a 20 minute interview with one of our founders. This will give you the opportunity to ask any lingering questions you have about Convictional.
Reference checks, then offer!
We look forward to hearing from you!
Convictional is a Y Combinator-backed start-up building an industry-leading solution for B2B trade. We exist to make trade easier for buyers and their suppliers in B2B transactions by automating the traditionally labour-intensive B2B process.
Our team is entrepreneurial, with a bias for action. We never back down from a spirited debate and believe we are all responsible for exploring the hard questions. We value self-awareness and meaningful impact. We are open to unconventional approaches, and have learned not to judge a book by it’s cover.
Your time is your most valuable resource, so you set your hours. We do not use chat and default to zero meetings. We document everything. We expect you to go to coaching or therapy at least occasionally and adhere to 10% compound time.