Job Description

Storyblocks is looking for a Customer Success Program Manager to join our Tech Touch team with a passion for technology and customer relationships to join our Enterprise Sales Team. Tech touch refers to a scalable engagement strategy that uses automated tools and data-driven insights to manage and support a large number of customers efficiently. The desired candidate is eager to learn, excels in customer support, and is excited about using technology to scale customer interactions and increase retention. If you’re looking to grow your career in a dynamic, fast-paced environment and be part of an innovative team, this role could be perfect for you.

This role is remote and can be based anywhere in the U.S.

What You Will Do:

• Utilize tech touch strategies to manage a high volume of accounts, focusing on automated customer interactions and digital engagement throughout the customer lifecycle.
• Manage a renewal booking quota requiring executing customer renewals, ensuring timely and successful completion to maintain and grow recurring revenue. 
• Contribute to individual and departmental goals including churn mitigation, increasing user adoption, and enhancing customer satisfaction.
• Analyze customer behavior utilizing various tools, including CRM platforms, to support data-driven decision-making and strategy development.
• Collaborate with cross-functional teams to identify opportunities to improve customer experience and enhance our scaled processes.
• Participate in cross-functional projects that support strategic improvements in scaled processes, customer communication, and systems to enable the team to exceed goals and to spend more proactive time with customers
• Provide support by working directly with customers to resolve issues, negotiate contract terms, and ensure a positive experience, while leveraging automated communications for interactions to efficiently address their needs and enhance satisfaction

What You Bring to the Table: 

• 2-3 years of experience in Customer Success, Client Success, or a related field, preferably in a SaaS environment.
• A strong interest in technology and digital tools, with a willingness to learn and adapt to new platforms.
• Excellent communication skills, both written and verbal, with the ability to build relationships primarily through digital channels.
• Proficiency in using CRM systems with an eye for detail and accuracy. Vitally, Intercom, or Salesforce experience is a plus.
• A proactive and problem-solving mindset, with the ability to manage multiple tasks and priorities effectively, even in times of ambiguity.
• A self-starter attitude, with a desire to grow within the customer success field, contribute to a team-oriented environment, and demonstrate a strong sense of curiosity to continuously learn and explore.

What We Bring to the Table:

• Competitive and fair compensation: We believe in fair pay–equal pay for equal work. For each title, we consistently apply competitive salary bands based on market data and benchmarks which are reviewed twice a year. What you’ve been paid before, fear of conflict, or willingness to negotiate does not play a part in determining your pay.
• The annual base salary range for this position is $60,000 – $67,000. Placement within the range is determined by a variety of factors, including but not limited to: knowledge, skills, years & depth of experience, and equity with internal team members. Eligible for up to $32,000 (on-target commission) related to meeting sales pipeline and contract value KPIs; payable date determined upon leadership’s approval of performance.
• 401(k) retirement plan: We offer both a Traditional and Roth 401(k) with a company match.
• Company-paid medical: Our medical, dental and vision premiums are covered 100% for you and your dependents. 
• Paid parental leave: Welcoming new family members is exciting, but it can also be challenging. We offer twelve weeks paid leave for primary caregivers and four weeks for secondary caregivers. 
• Unlimited vacation: At Storyblocks we take vacation seriously. That means take the time off when you need it. Don’t worry about tracking hours or accounting for partial days. Typically, employees take about three or four weeks each year. Plus, two company-wide week breaks in July and December.
• Workplace benefits and perks: As a fully remote company, we’ve got you covered no matter where you are. Remote work stipend? Check. Company and team events? Check.
• Flexible work options: All of our work is virtual. As long as you deliver results, you are welcome to get your work done during unusual times when desired.
• Company-sponsored mentorship and growth: We encourage attending virtual meetups and are happy to host them as well. We also have a leadership coach, on staff, available to all employees to enhance your professional development.
• Employee perks: We help employees maintain work-life balance and honor their contributions to the organization by offering resources such as a financial wellness program, a subscription service that offers unlimited deliveries from thousands of eligible restaurants with $0 delivery, and a recognition and rewards program that celebrates their accomplishments. 
• Casual Work Environment: Sure, we all get dressed up once in a while, but in general, we want you to be comfortable – whatever that means to you.