Data-savvy Customer Success Manager

We are looking for a data-savvy Customer Success Manager based in New Zealand.

You are passionate about data with some technical chops, and are unafraid of rolling up your sleeves to solve problems. You also have a customer-centric attitude and a passion for building authentic relationships over time.

About Thematic

Thematic is a SaaS platform for customer feedback analysis, powered by the latest AI algorithms. Our goal is to empower companies to get clear and accurate insights from customer feedback in a fast and effortless way. We do this by using Large Language Models and our proprietary AI, visualizations as well as a natural language interface. We work with the likes of Google, LinkedIn, Atlassian and Doordash (just to name a few). Our users are researchers, analysts and product managers. By getting a faster understanding of customer needs, our customers improve their customer metrics, and grow faster. We are growing fast and are expanding our Customer Success team to help our customers get value from Thematic faster. 

We've been around since 2017 and are a fully remote team of 20+. Our R&D happens in New Zealand, our sales focus has been mainly in the US. We use modern tools like Slack, Jira and Zoom for communication and collaboration. We strive to minimize meetings, but also dedicate time to build a diverse and inclusive company culture. We are well funded (YCombinator, AirTree) and profitable.

Requirements

A Customer Success Manager (CSM) at Thematic owns the entire customer relationship - from onboarding to renewal and growth - and is essential in helping customers realize the full value of Thematic. 

This means the CSM role will:

• Have 4+ years of experience in software company (preferably SaaS)
• Have significant work experience directly for, or supporting, large ($1B+) and complex organizations
• Help our customers ramp into Thematic quickly and get incredible value from our product
• Train and advise customers/users on Thematic’s capabilities and best-practices 
• Drive adoption, renewals and high NPS of Thematic across organizations using proactive outreach, stellar communication, and CRM tools
• Dive deep into customer/software technical elements like APIs, integrations, Excel files (and document it on tools like Jira and Slack)
• Be comfortable working in a fast and sometimes ambiguous environment with great attention to detail (yes, we're a startup!) 
• Ideally have experience in, or passion for, Customer Experience, Insights, AI or Coding!

We love data-curious people, with a personality for developing authentic relationships and become a trusted advisor to customers to colleagues.

Benefits

We know someone like you is in demand right now, so why should you choose to work with us? Well, we take care of our team!

• Your base salary will depend on your skills & experience and is negotiable. In addition, there will be a bonus achieved based on customer retention metrics.
• Flexibility in working hours: the CS team supports customers so flexibility is key
• You'll work remotely in comfort. We'll pay $400 per month towards a private or a shared office space (tax free).
• You’ll own and build relationships with senior executives at some of the world’s top brands
• You will be a part of a smart and high performing team that makes sure to have fun as well as work hard
• We organize regular team activities, as well as a weekly Friday sessions where we bond as a team and learn about topics like "mushroom growing", "work while leaving in a camper van" or "growing up behind the Iron Curtain", or play a fun game
• You’ll bond with the team in the annual team retreat. We've taken our entire team to both Hawaii and New Zealand in the past!

If any of the above resonates with you, we want to hear from you!

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