Lead innovation strategy and customer engagement while leveraging emerging technologies at Mastercard. Drive product development and forge partnerships to enhance commercial opportunities.
About the role
- Customer Success Manager at Droplet, ensuring K-12 districts find value in document automation tools. Building relationships and facilitating customer growth through proactive support and data analysis.
Responsibilities
- Serve as the primary point of contact for your portfolio of customers, ensuring they’re happy, successful, and seeing clear results
- Partner with Sales, Product, and Engineering to share insights and advocate for customer needs
- Develop success plans that guide customers from onboarding to long-term adoption
- Conduct regular check-ins, training sessions, and business reviews to help customers reach their goals
- Analyze usage data to identify trends, risks, and opportunities for expansion
- Proactively identify and escalate issues when needed, and follow through until resolved
- Collaborate with Marketing to develop customer stories, testimonials, and case studies
- Bring ideas that help us continually refine our playbooks, systems, and customer experience
Requirements
- 2–3+ years of experience in a customer-facing role, ideally in SaaS or a fast-growing tech company
- Excellent communicator who can simplify complex topics and build trust with customers
- Analytical mindset with experience reviewing usage data and identifying trends
- Familiar with core Customer Success metrics like NDR, GRR, and adoption health
- Proven success in driving retention, renewals, and expansion opportunities
- Organized, proactive, and comfortable juggling multiple priorities in a fast-paced environment
- Based near Lehi, UT, and available to work from the office 4 days per week.
Benefits
- Health, vision and dental benefits
- Company-sponsored 401K
- Generous parental leave policy
- Career growth potential: Help us help you have the career you want!
- Endless snacks and coffee at our HQ in Utah
- Flexible time off and little oversight––we trust our employees to do their job and take time off responsibly!
- Stock options: Claim your stake in our growth.
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