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Koan is the modern leadership platform

Customer Success Manager

$45k – $55k • 0.01% – 0.025%
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The Position:

Koan is looking for a Customer Success Manager to help support and grow our top-tier clients. You’ll partner closely with the Sales team to deploy Koan to new customers, help existing customers achieve desired outcomes, and continuously forge relationships across our customer base. You’ll serve as a lifeline to our customers during their Koan journey.

The Koan Customer Success Manager is a product and process expert helping customers succeed with the tool and acting as the voice of the customer to the entire Koan team. As part of the Customer Success team, the CSM is committed to helping all of our customers adopt and get the most value from the tool, all while becoming Koan champions.

Responsibilities:

-Work with new and existing customers to understand their unique goals and business processes and nurture relationships with influential stakeholders
-Provide customers with expert knowledge of Koan so they can successfully use the platform and empower them to be Koan Champions
-Execute on all phases of the customer journey, including deployment execution, change management consulting, lightweight Objective and Key -Results training, quarterly business performance reviews, optimization opportunities, and renewal touchpoints
-Work cross-functionally to partner with sales on expansion opportunities, marketing to co-develop enablement and lead generation materials, engineering to resolve product issues, and the Business and R&D teams to serve as the voice of the customer in product conversations
-Handle inbound customer questions and proactively deliver support through data-driven, account-focused campaigns to increase customer engagement and product adoption
-Flexibility to work on non-Customer Success tasks like sales demos, marketing copywriting, or product interviews

Qualifications:

-1-3 years demonstrated success in a customer-facing role
-Familiarity with technical concepts like APIs, Javascript, and SQL
-Prior experience managing relationships with high-value customers, decision-makers, and executives
-Proficiency in CRM and Support platforms such as Hubspot, Intercom, and Jira
-Familiarity with the Objectives and Key Results goal tracking methodology (preferred)

About You:

-Empathetic, customer-centric, and relationship-oriented at your core. You’re devoted to ensuring our customers’ success and adoption of Koan, advocate for customers’ needs, and genuine care about customers as people
-Solid communicator. You’re able to confidently and concisely communicate through Koan, via email, over the phone, or in-person
-Self-motivated, proactive team player. You bias for action and work effectively in a highly ambiguous, ever-changing environment. You can look critically at the micro as well as the macro
-Drive, process-oriented person. You’re able to balance competing priorities with an eye on how to handle situations more efficiently in the future
-You’re able to easily switch contexts from responding to customer messages to giving a product demo to meeting with the product team about an upcoming feature

About us:

Achieving goals is at the heart of every company, yet few have implemented a software-based solution to help them track progress in a regular, repeatable manner. Koan offers a SaaS-based platform that enables companies to effectively manage goals and status reports at scale. Leaders at these companies enjoy a platform that enables them to standardize on a methodology and adhere to leadership best practices through a regular cadence of communication. By providing visibility to progress, and a solution that end-users enjoy using, companies are able to more effectively and consistently achieve their most critical goals and objectives.

Koaners enjoy:
-Generous stock grant
-Competitive salary
-Great health insurance & 401k
-Strong PTO and parental leave policy
-A company with a Silicon Valley mindset mixed with Portland ethos
-Be part of the journey to build something great with a team that cares about both results and company culture


Note: Koan believes that there's no such thing as the perfect candidate. As long as you think you might be a good fit, we encourage you to apply! Koan provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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