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Senior Manager, Customer Success

Tropic

Tropic

Customer Service, Sales & Business Development
United States · Remote
Posted on Friday, June 28, 2024

Tropic helps innovative companies save time and money by delivering unprecedented visibility and control over every dollar, every contract, and every supplier in one place. We're the spend management software, data, and services you can trust—we guarantee it. Tropic is procurement paradise, where your bottom line is our top priority.

We launched from stealth in 2020, raised $65 million in back-to-back Series A & B funding, grew 5X, were named a LinkedIn Top Startup, are building an incredible team and award-winning culture, and are managing over 5 billion dollars in spend for companies like OpenAI, Intercom, Notion, Plaid, & Greenhouse. Now is the perfect time to join. The best is yet to come! 🌴🚀

Sr Manager, Customer Success

Location(s)

We are looking to hire someone based in the United States for this position.

About the Role

We’re looking for an experienced people leader to provide strategic and operational leadership for a portion of our Customer Success team that helps Tropic customers across North America, realize value in Procurement Paradise, responsible in part for protecting and growing revenue.

This role will be embedded into the Tropic Post-Sales team, reporting directly to the VP of Customer Success. This Sr. Manager of Customer Success will be responsible for leading an important function responsible for driving change management and customer adoption, building champion relationships, and developing mission-critical procurement workflows -- all to ensure customers are realizing value and growing with Tropic.

You will lead and inspire your team to help customers adopt Tropic as both a product and a new way of managing procurement and finance, such that we ensure high customer retention rates.

This person will build cross-functional strategic plans, lead meetings with senior stakeholders, and make recommendations to the VP of Customer Success all in the effort of driving Tropic software adoption and Net Dollar Retention by helping our ever-growing customer base realize the full potential of procurement paradise.

What You'll Do

  • Hire, develop and lead an inclusive, engaged, collaborative team of CSMs
  • Develop and execute strategies to achieve renewal revenue targets, ensuring high customer retention rates and fostering long-term relationships with key accounts
  • Drive three primary metrics: increase product adoption, cultivate champion relationships, and report on customer ROI to drive revenue retention
  • Make data-driven decisions to improve the Tropic customer experience, turning feedback into actionable suggestions for our post sales team, cross-functional partners and product
  • Catalyze new business by partnering with Customer Marketing to increase the number of customer champions and reference-able customers
  • Act as an escalation point for your CSMs and their customers -- working with the team to develop solutions to problems, drive customer alignment, and directly engage with customers

What You’ve Done

  • 3+ years of experience building and managing post-sales SaaS teams responsible for customer health and revenue retention
  • Experience managing and building teams in a startup environment
  • A customer-first mindset and demonstrated ability to provide exceptional internal and external customer care
  • Proven capability of delivering on customer health and retention goals
  • Track record of operational excellence and strong interpersonal skills
  • Fully aligned with Tropic’s values of: Obsess over customers, Lean into bold bets, Act like an owner, and Pull back the curtain

Compensation

Specific to pay transparency laws, the salary range starts at $140,000 and will also include additional incentive pay, incentive stock options, and benefits. The final job level and compensation will be determined by various factors such as a candidate's relevant work experience, years of relevant experience, skills, qualifications, certifications, geographic location, and other business considerations.

What We Offer

  • 100% medical, dental, & vision coverage for all employees + dependents
  • Remote first work environment
  • Optional offices in NYC and Denver
  • Virtual & in-person meetups
  • $1000 annual stipend for WFH, L&D, Wellness
  • Unlimited flexible vacation and holiday time off
  • 14 paid company holidays
  • 12-week parental leave for all parents
  • Online mental health therapy
  • Commuter benefits, FSA, HSA
  • Award-winning values and culture
  • Equity refresh program
  • 401k plan

Research suggests that 60% of those identifying as under-represented might have talked themselves out of applying due to imposter syndrome or the confidence gap. If this applies to you, feel empowered to apply for this role even if your experience doesn't exactly match up to our job description (our job descriptions are directional and not perfect recipes for exactly what we need).

Tropic is an equal opportunity employer that supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity/expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected class. Tropic is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.