[Hiring] Customer Success Manager @Yembo

Role Description

Yembo is looking for a Customer Success Manager (IC3), to work East Coast hours. This person will think like an owner. You won’t just be “checking in” on accounts; you’ll be the commercial engine for our most strategic clients. You will own the strategy to turn complex enterprise accounts into long-term advocates, ensuring that Yembo is deeply embedded in their daily operations.

• Drive Net Revenue Retention (NRR) : You are responsible for the financial health of your book of business. You will identify expansion opportunities and navigate renewals with a focus on growth.
• Architect Value : Move beyond "usage metrics." You will define, track, and present hard ROI—showing VPs and C-Suite executives exactly how Yembo is saving them money and time.
• Operationalize Success : You aren't just following a playbook; you're building it. You’ll identify friction in the customer journey and work with Product and Sales to fix it.
• Strategic Turnarounds : You’ll step into accounts that are under-utilizing the platform and use discovery and influence to pivot them back to success.
• Voice of the Market : Act as a bridge between our users and our AI engineers to ensure our roadmap stays ahead of industry needs.

Qualifications

• Experience & Drive : You possess a minimum of 2-4 years of customer success experience within a high-growth SaaS setting. Beyond simply seeking a role, you are driven by a desire to significantly impact and shape the industry.
• Business Acumen : You recognize that customer success is a dual outcome: the customer must realize value, and Yembo must achieve growth. Therefore, you are adept at engaging in discussions regarding ROI, budgets, and opportunities for expansion.
• Executive Presence : You lead QBRs with confidence, translate technical value into business outcomes, and handle objections with data-backed responses.
• Change Management : You guide customers from hesitation to advocacy, turning "we've always done it this way" into genuine platform adoption.
• Strong Communicator : You can explain technical concepts to non-technical audiences and run effective customer meetings.
• Startup Mentality : You're energized by building processes, not just following them. Ambiguity doesn't slow you down.
• Comfortable with Data : You use Salesforce/HubSpot daily and can pull reports to tell the story of your accounts.

Requirements

• Salary: $88,000 + OTE

Benefits

• 100% Employer Covered Health Care Plan for you and your family (Medical, Dental & Vision)
• Retirement Plan (We offer a 401k with 4% company match)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Unlimited Flex PTO, Flexible Sick Leave & 11 National Holidays)
• Parental Leave for both caregivers
• Annual Events & Meetups
• Work From Home (Fully Remote Team)
• Stock Option Plan
• Learning & Development Opportunities