CSM Manager

Company: Dagster Labs
Location: New York
Posted on: November 11, 2024

Job Description:

About us
We're an early stage, well-funded startup team with a proven track record of shipping open source software with global adoption. We put a premium on respectful, clear, and complete communication, and we expect each other to be creative, curious, effective, and empathetic.
We believe deeply that the right tools and abstractions enable not just technological transformation, but also organizational transformation. We strive to put the user and their hard work at the center of our decision making. In practice, that means we are looking for engineers who want to write clean APIs and helpful error messages, and who always try to understand user needs when designing a new system.
All of our open source work is done publicly. You can gain context about how we collaborate as a team and the problems we work on by and looking at our .
About the role
As a CSM Manager, you'll lead our team of Customer Success Managers. The team is responsible for onboarding new customers, ensuring success with Dagster+, and renewing and expanding within those accounts. Your role involves setting targets, coaching team members, and refining renewal strategies. You'll collaborate closely with the Sales and Product departments to ensure alignment on best practices for onboarding and supporting our customers. Additionally, as a CSM manager, you'll analyze usage data to identify opportunities, evaluate performance, and make data-driven decisions to optimize customer success strategies.
This is a full-time, competitively paid position with benefits. We are a distributed team with offices in San Francisco, New York, and Minneapolis. We have team members all over the U.S. and we are hiring fully remote candidates in the U.S. Every employee is provided a remote work stipend to cover the cost of home office equipment and anything else that makes your remote work location comfortable, productive, or successful. And if you'd rather not work from home, we'll cover the cost of a coworking or office space if you're fully remote.
Responsibilities

• 
  
• Lead and manage a team of customer success managers to achieve and exceed NDR targets across our customer base
  
• Work closely with sales leadership to create CS strategy
  
• Overseeing the CSM team's execution
  
• Create and implement new processes to improve conversion and efficiency
  
• Grow the careers and capabilities of individual contributors
  
• Provide continuous feedback and coaching to your team
  
• Hold a high bar while recruiting CSMs to the team
  
• Drive customer success initiatives across the entire sales organization
  
  Must-have Qualifications
  If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.
  
  • 
    
  • 5+ years of B2B Enterprise SaaS CS experience
    
  • 3+ years of relevant CS management
    
  • Be both highly effective at customer success and people managing
    
  • Strong written and oral communication skills
    
  • Experience in a high-functioning CS & sales organization that is rapidly scaling
    
    Nice-to-have Qualifications
    
    • 
      
    • Familiarity with the modern data stack
      
    • Experience working with software engineers or data engineers
      
    • Experience with CS toolstacks
      
      You belong here
      We are committed to building an inclusive team and an open-source community where no one feels out of place. We know that teams with diverse backgrounds state their assumptions more explicitly, think more rigorously, and build better software. Plus it's more fun and interesting to work with a wide variety of perspectives.
      You should apply to work at Dagster Labs if you want to work in, and help to build and strengthen, a high-performing software development environment where people of all backgrounds are welcome.
      The estimated OTE for this role is $160,000 - $240,000.
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Keywords: Dagster Labs, Philadelphia , CSM Manager, Executive , New York, Pennsylvania