Location: Remote within the US

Reporting Into: Director of CS, Key Accounts

Compensation:  $85,000 - $110,000 base salary with total expected compensation of $125,000 - $150,000, based on qualifications & experience.

About Ceros

At Ceros, we believe that creating powerful digital experiences is essential for helping organizations tell their stories & differentiate their brands.  In a world where buyers are inundated with endless digital noise, its critical for brands to deliver experiences that inspire, educate, & make a lasting impact on the audiences that matter most.

Our no-code content creation platform empowers businesses to transform the buying journey with rich, interactive experiences that capture the attention of buyers & drive enduring business outcomes. The platform makes it faster, easier, & more cost-effective to create premium digital experiences, allowing businesses to scale it across their go-to-market programs.

Today, Ceros powers some of the most engaging experiences on the web. In 2023 alone, interactive content created with Ceros from websites to landing pages & pitch decks to case studies was viewed more than half a billion times, with over 3 million comments added using MarkUp, our visual collaboration tool.

Working at Ceros means making an impact at scale. Our products & services are beloved by over 500,000 users & leveraged by leading brands including Workday, Colliers, Getty, McKesson, & McKinsey. Ceros is backed by top-tier investors, including Sumeru Equity Partners, Grotech Ventures, Greycroft, & Starvest Partners.

The Role

As a Key Accounts Customer Success Manager, you will be a trusted advisor to major Enterprise customers, helping them succeed with our platform & ensuring they receive maximum value from our solution throughout their lifecycle. You'll be responsible for understanding customer requirements, onboarding new teams within existing customers, conducting product training, driving adoption & retention, & ensuring ongoing satisfaction. You will work with customers in a hands-on manner to drive successful outcomes from a product adoption & usage perspective. Monitoring the health of customer relationships, you will predict & navigate customer challenges & offer solutions that drive satisfaction & ultimately lead to retention andcross-sell/up-sell opportunities. 

Key Responsibilities 

• Deeply embed yourself in client accounts to drive high engagement & be recognized as a strategic advisor by our top customers 
• Build & maintain strategic relationships with all key stakeholders & decision-makers across multiple teams within highly matrixed organizations.
• Pioneer innovative ways to progress client relationships, aiming to achieve performance goals on gross retention, reduce churn, & increase users & usage. 
• Constantly conduct "health checks" for your customers to drive customer satisfaction (NPS), product adoption, onboarding, & identify further areas of education developing targeted strategies as needed, including but not limited to quarterly business reviews. 
• Partner with Account Executives to build growth strategies for your book of business & secure successful renewals & expansions, including leading renewal processes - pricing proposals, procurement, negotiation, etc. 
• Identify & develop relationships with client executives that include VPs & C-suite. 
• Leverage data to craft compelling narratives that promote Ceros business objectives & also align with a clients goals.
• Serve as the 'voice of the customer' & provide internal feedback on how we can better serve them to maximize customer value.
• Maintain a deep understanding of our product & speak with customers about the most relevant features/functionality for their specific requirements.
• Collaborate with relevant ecosystem partners in professional services, customer support, & marketing to ensure client success metrics are met. 
• Quickly identify accounts where usage is low, understand why, & take action to increase adoption.
• Confidently initiate proactive outreach to both active users & adjacent stakeholders (e.g., collaborators, decision-makers, or lapsed users) to drive engagement, uncover new opportunities, & expand platform adoption within enterprise accounts.

Practical stuff we anticipate you having:

• Fundamental understanding of design & digital marketing.
• 3-5 years of experience balancing the needs of multiple stakeholders & managing tight time frames with resource constraints.
• Proven track record in a client-facing role, driving client engagement, handling difficult situations & challenges, & delivering exceptional client service.
• Demonstrates a high degree of organization & proficiency in leveraging internal systems.
• Excellent communication skills & confidence to build & maintain relationships at all levels, including VP/C-Suite at Fortune 500 companies.
• 3+ years of customer success/account management experience, preferably in a SaaS business environment.
• Ability to travel up to 25%, to include overnight travel for meetings.
• Highly dependable, team player, self-starter, high energy, positive attitude with good organization & time management skills.
• Bachelors degree or equivalent experience

What were looking for from the heart:

• Passion, enthusiasm, energy, humor, team player mentality, & the ability to convey this through communication & presentation skills.
• Intellectually curious & a growth mindset; you want to understand everything about our customers & market opportunity.
• Comfortable working in a complex & constantly evolving customer success environment to drive successful customer success outcomes, & strengthen key client relations while handling multiple initiatives at once.
• Demonstrate a passion & knowledge for tech, marketing, SaaS, AI, and/or business management.

Key things to know

• We want you to start ASAP 
• Full-time position

Benefits

Global remote-first organization 

Stock options

Premium health insurance

401K matching

Paid parental leave after a year of employment: 16 weeks for primary caregivers, 4 weeks for secondary caregivers

Flexible vacation days

Paid Sick days

Stipend for your home office setup

Excellent gear (Macbook Air, external monitor, etc.)

  Stipend towards experiences in which Cerosians can collaborate, educate, & create social connections with one another

Unlimited access to co-working spaces around the globe

Please be aware of fraudulent job offers. Ceros will never request payment, banking details, or sensitive personal information during the hiring process. All official communication will come from a @ceros.com domain or from our Greenhouse email account. If you receive a suspicious message, do not respond & report it to jobscams@ceros.com. This email address is intended solely for reporting suspicious activity. Job applications sent to this address will not be reviewed.

At Ceros, we are deeply committed to the recruitment, retention, & growth of diverse talent; uniting people from unique backgrounds in our shared passion for unlocking creativity through technology.

As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information.  We respect the laws enforced by the EEOC & are dedicated to going above & beyond in fostering diversity across our company.