Customer Success Manager

At Eppo, we are building the future of experimentation, so that every company can have an entrepreneurial, customer oriented culture. We believe that AB experiments uniquely put customers at the center of product decisions instead of political processes.

Our next-gen platform allows companies to 10x their volume of AB experiments by embracing the full technical rigor of engineering and statistics while focusing intensely on the evangelism of results and accessibility to business users. We are built for the modern cloud infrastructure, with easy integrations and an emphasis on privacy and security.

Our team is made up of veteran product builders from Airbnb, Slack, and Snowflake, and our product is powering experimentation at some of top companies around the world. We’ve raised over $47M funding backed by top-tier venture firms like Innovation Endeavors, Icon Ventures, Menlo VC, and Amplify Partners. See our Series B announcement here.

To learn more about our company culture, what to expect during the interview process, and what drives us here at Eppo, check out How We Work. You can also watch a demo of Eppo on our homepage and read more on our blog!

Note: There have been recent reports of fraudulent emails from people impersonating the Eppo talent team. All legitimate correspondence from Eppo will come only from geteppo.com. Anything else should be reported to LinkedIn as a scam. For more information on these fake job scams, you can see this resource from the FTC: https://consumer.ftc.gov/consumer-alerts/2023/08/scammers-impersonate-well-known-companies-recruit-fake-jobs-linkedin-and-other-job-platforms

About the Role

We’re hiring an experienced and seasoned Customer Success Manager who serves as a trusted advisor, thought leader, and revenue generator to manage and grow Eppo’s existing customers. Individuals who excel at this role are able to manage multiple stakeholders (internal and external), create clear roadmaps for projects and initiatives, lead with a solutions-based mindset, and execute on goals. They also have a strong passion for the data ecosystem and for deeply understanding our customer's business needs and goals. They understand the balance between meeting our customer’s goals and expanding Eppo’s value.

What you’ll do

• Responsible for an annual ARR growth and logo retention rate

• Manage a mix of customers (25-30) at various stages of the experiment/data maturity curve

• Own the end-to-end customer journey, from onboarding to renewal/expansion, and grow existing relationships

• Develop an engagement and success plan for each customer

• Schedule and lead recurring weekly, monthly, and QBR meetings depending on the customer success plan and engagement strategy

• Lead and own renewal and expansion initiatives to fruition

• Work with cross-functional teams to amplify the voice of the customer and escalate their needs, issues, and requests to the proper internal teams

What you’ll bring to the team

• Track record of meeting or exceeding ARR growth and logo retention rates

• Successfully managing and navigating strategic accounts with multiple stakeholders to expand value

• Leading and owning renewal and expansion conversations to completion

• Taking the initiative to create or build customer materials with high attention to detail and polish

• Nice to have:

  • You have previously worked in an early-stage company, and you know how to navigate in a fast-paced environment and be successful

  • Experience cross-selling products

  • SQL experience

  • Strong knowledge of the data ecosystem

Compensation and Benefits

• Competitive salary, including early team equity

• Top-of-the-line health, dental, and vision insurance

• New laptop/equipment of your choice and whatever else you need to be productive

• Compensation for learning materials, tools, and resources to help you learn and grow

The typical compensation for this role ranges from $120,000 - $160,000 base with variable component ranging from $50,000 - $60,000, depending on experience. This role also offers accelerators above 100% quota accomplishment. At Eppo, we are dedicated to building an equitable and inclusive workspace, while encouraging entrepreneurship and growth.