Telegraph is a pioneering B2B SaaS company revolutionizing the underdigitized freight railroad segment of the supply chain. Our innovative product is the first-ever cloud-based operating system tailored for the rail ecosystem. We harness the power of software to make shipping by rail simple, efficient, and automated, impacting how 40% of all goods in North America are transported daily.
As a Senior Customer Success Manager, you will be instrumental in overseeing the success and overall satisfaction of our customers. This position is ideal for a customer-centric individual who thrives managing customer operations, driving customer satisfaction, and expanding existing accounts. We are seeking a Senior Customer Success Manager to leverage strong relationships to drive unique solutions for our customers, with an emphasis on identifying and pursuing new business opportunities within existing accounts to explore opportunities for expansion.
This role demands a proactive, customer-obsessed individual who thrives on delivering exceptional support and developing innovative solutions to enhance customer experience and grow and expand our partnerships. You will be the key player in operationalizing processes that ensure product adoption and success, directly contributing to the company’s revenue growth.
Customer obsessed: You have a high aptitude for understanding customer needs, and in-depth experience operationalizing processes to improve customer satisfaction.
Account Ownership: Build and manage relationships with both new and existing customers, acting as a primary point of contact to ensure satisfaction, resolve high level escalations, and drive proactive solutions.
Growth mindset: Demonstrated ability positively impact all levels of the decision-making process, including identifying opportunities for growth with our customers
Product Advocacy and Innovation: Act as the primary advocate for the product, ensuring its successful adoption among initial users and gathering crucial feedback for ongoing product development.
Process Development and Optimization: Design and implement effective engagement processes to maximize resolution, enhance customer satisfaction, and provide valuable feedback to internal teams. Maintain and refine operations processes for ticket escalation and manage SOPs to ensure scalability and operational efficiency.
Cross-Functional Collaboration: Work closely with Implementation, Engineering, and Product teams to ensure seamless integration of product features and functionalities.
Strategic Initiative Management: Own and drive end-to-end project management for new initiatives related to the product launches, enhancements, and strategic projects that impact the business, from conception through execution.
Educational Background: Bachelor’s degree in Business, Technology, or a related field.
Professional Experience: At least 4 years in customer success or account management, preferably with a focus on SaaS or technology products.
Technical Expertise: Understanding of API products, software platforms, and digital ecosystems.
Leadership Skills: Proven track record of managing and mentoring teams.
Communication Skills: Exceptional communication and interpersonal skills, with the ability to manage key customer relationships and internal stakeholders.
Analytical Skills: Strong capability in data analysis, KPI management, and making data-driven decisions.
Self-starter: You thrive in an environment in which you have an idea, develop a plan to execute, and own the completion of each project end-to-end.
Bonus+: Spanish-speaking: Bilingual in both Spanish and English to help support bilingual customers
Impactful Work: Be a key player in revolutionizing the rail industry and driving significant impact through strategic partnerships.
Build high-impact relationships with enterprise partners, with the opportunity to shape the company’s growth trajectory
Own multi-layered account launches and scale Telegraph’s product suite across target customer verticals
Working at an early-stage startup means there are opportunities to wear multiple hats and gain diverse skills and perspectives.
Remote Friendly: Distributed team focused on culture + results v. proximity. Availability to collaborate on U.S. timezone–friendly hours is a must.
Offsites: Yearly company get-togethers with a hackathon theme.
PTO: Unlimited – and a culture that empowers you to take it.
Benefits: Health, Vision, Dental + 401k.
Parental Leave: 12 weeks of paid time.
Co-working stipend: Every employee is offered monthly access to a local co-working facility.
Equity: Above market equity and compensation packages.
Sabbatical: 1 month, paid, beginning after 4 years of employment.
Studies have shown that women and people of color are less likely to apply to jobs unless they meet every. single. qualification. At Telegraph, we are dedicated to building a diverse, inclusive and just workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with 100% of the qualifications listed, we encourage you to still apply. Our hiring philosophy looks to weed people INTO our process, not weed them out! Who knows, you may be just the right candidate for a future role with Telegraph. Just go for it… submit your resume!
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