Customer Success Manager

At Delve, our customers love us because we move quickly and actually care about their whole company succeeding. We continually go the extra mile with stellar customer support, and we’re looking for people who can come in and make our CS even better. Backed by Insight Partners, General Catalyst, Y Combinator, and top-tier investors, we just raised our 32M Series A and are scaling quickly!The RoleWe need a Customer Success Manager who'll own the client relationship post-sale. Your #1 metric: maximize platform usage and compliance completion rates. You'll be the face of Delve, making customers successful and setting us up for renewals and expansion.You'll focus on three key motions:Onboarding: Guiding customers to first value quicklyAdoption: Driving ongoing engagement and platform usageRenewal & Growth: Proactively surfacing wins and expansion opportunitiesOur CS ValuesAt Delve, our Customer Success team lives by these principles:Always Have the Last Message - Whether it's a thank you, a thumbs up, or a reaction, always provide closure to customers.Don’t Be Afraid to Go the Extra Mile - Take things off customers' plates whenever possible. Send them donuts if they just announced their fundraise. Help them respond to their customers’ security questionnaires.You're Always Championing Delve - Keep a positive tone about our company in every interaction. Your goal is to win renewal and upsell trust.Show ROI Regularly - Reinforce why they made the right choice with Delve and quantify the time/money we're saving them.What You'll DoRun effective onboarding calls to help companies get set up on the Delve platformRespond to customer messages within 5 minutesWork with teams from the fastest-growing companies (Lovable, 11x, Bland)Conduct regular check-ins to showcase value and identify expansion opportunitiesProactively check in with accounts to drive usageMake sure the entire team sees the value Delve is providingWho We Need2+ years in customer-facing roles at SaaS companiesStrong organizational skills and meticulous follow-throughAbility to build relationships with founders and executivesGreat judgment on when to handle issues independently vs. when to escalateExperience defusing unhappy customers while maintaining boundariesStartup DNA: you thrive in ambiguity and put in the hours neededExcellent written and verbal communicationProblem-solver who takes initiative without being askedPositive attitude that makes customers feel they made the right choice with DelveNice to have:Technical fluency (i.e. configuring AWS, security stack conversations)Not a Fit IfYou're looking for a strict 9-5 with fixed hoursYou aren't comfortable in a stressful environment during peak product usage hours