FURTHER
Further
CustomerSuccessManager
Neural analysis suggests this role is
optimal for Senior candidates.
“Customer Success Manager at FURTHER. Skills: Customer retention, Customer service, Product expertise, Consultative approach, Experimentation and data analysis, Self-starter, Relationship building, Data analysis, Storytelling, Executive presence. Retaining a book of business comprising of mostly segment-specific customers (enterprise or mid-market). Being the customer’s main point-of-contact”
What You'll Achieve.
Customer retention; Customer expansion; Customer growth; Driving high-level business outcomes; Driving results using Further’s platform and industry knowledge; Improving product adoption; Achieving customer successes through the use of the Further platform; NRR growth
Industry & Context.
Connecting the dots between customer problems and technology solutions; Breaking down walls; Working cross functionally to solve problems; Surfacing “what is possible”; Analyzing data sets to assess performance over a period of time, draw accurate insights and findings
Limited travel (once every quarter or half year) for customer or company events
What They're Looking For.
Must Have
5+ years working in a customer-facing role, such as Customer Success Manager, Customer Success Engineer, Solutions Architect, or Customer Support, in software, Experience servicing mid-market and enterprise customer bases with a minimum ACV of $75K, Experience understanding a software platform’s capabilities at a feature level including areas such as intended usage, configurability, best practices, and gotchas, as well as the ability to identify enhancements that would better serve customer’s needs or non-standard, novel uses, Experience connecting high-level business goals and feature-level product capabilities to drive successful business outcomes and improve product adoption, Experience analyzing data sets to assess performance over a period of time, draw accurate insights and findings, and communicate to technical and non-technical audiences, Pivot table familiarity in tools like Microsoft Excel or Google Sheets is required, Experience leveraging written and verbal communication skills like code switching to communicate and build relationships with technical and non-technical audiences, Experience applying a customer service mindset with a focus on always contributing business value in every interaction while reducing customer effort to deliver above-and-beyond experiences, Experience applying a growth mindset that aims to consistently deliver results while also always seeking opportunities to improve or deliver focus areas of particular interest include customer value, product enhancements, and team collaboration, Experience dealing with change and on-going prioritization based on the changing needs of the customer base and team, storytelling and presentation skills with the ability to influence senior stakeholders by framing insights, wins, and recommendations in a compelling narrative, Confidence and executive presence in customer interactions, with the ability to build trust and guide conversations at multiple organizational levels
Nice to Have
Experience with B2B or B2B2C SaaS products, Experience servicing a vertical-specific product, Experience as a Digital Marketer or working with Digital Marketers, Experience working in an early stage (seed, Series A) software startup, Experience with SQL, Experience with data analytics platforms like Mixpanel, Amplitude, etc. or BI tools like Metabase, Tableau, etc., Familiarity with Senior Living, Healthcare, or Real Estate industries, Experience working in a fully remote work environment
What You'll Do.
Retaining a book of business comprising of mostly segment-specific customers (enterprise or mid-market), Being the customer’s main point-of-contact, Collecting and tracking customer-specific business goals and strategies, Providing expert guidance to customers how to drive results using Further’s platform and industry knowledge, Building a culture of continuous improvement through iterative, methodical product updates by using a data analysis and experimentation methodology, Delivering world class customer service through rapid communication, proactive and strategic consultation focused on customer needs, and creativity to do as much as possible for the customer while eliminating unnecessary communication, Serving as a product expert with an ability to drive feature activation by introducing new product capabilities, providing usage and configuration recommendations, and capturing feedback as feature or bug requests, Identifying and highlighting Further-specific successes customers achieve through the use of the Further platform, Leading prospects and customers through pilot programs of Further’s core products and new feature releases with a focus on speed and education, Partnering with Sales to identify and execute on expansion opportunities, including upsells and cross-sells, Managing all aspects of the customer lifecycle and key data points including feature activations, internal architecture, communications, etc.
in the Vitally.
io customer success platform, Employing an accountability mindset for all responsibilities.
How You'll Work.
Team & Collaboration
Working closely with the Support, Product and Sales teams; Collaborating with internal stakeholders like Sales, Solutions Architect, and Customer Support; Working cross-functionally to solve problems; Partnering with Sales to identify and execute on expansion opportunities; Working with, but not limited to, customers, other CSMs, and cross-functional partners
Communication Scope
Written communication; Verbal communication; Code switching; Storytelling; Presentation skills; Confidence and executive presence
Full Job Description
[https://cdn.prod.website-files.com/659d7a614547395209129493/659d7f03d0f0964a1827a48b_New%20Logo.svg] THE ROLE The Customer Success Manager will play a critical role in the success and growth of FURTHER through the retention, expansion and growth of the existing customer base. Customers will sign, stay and grow with FURTHER not just because of the value that they get from the platform but because of how the FURTHER Customer Success team partners with their customers and serves as an extension of their teams. The Customer Success Managers at FURTHER will report to the Head of Customer Success and will work closely with the Support, Product and Sales teams. The number one priority of a Further Customer Success Manager is customer retention, and you will achieve this through the following areas: - Customer service: this is a service-oriented role versus a quota-bearing one. Building and developing relationships with a variety of personas is a critical part of the job. You are savvy, caring, professional, and empathetic. - Product expertise: as an expert in the Further platform, you are technically astute and create product-based solutions. You build trust and credibility with your customers and become the go-to person for all things Further. - Consultative approach: you connect the dots between customer problems and technology solutions, and proactively strategize with your customers. You are curious, break down walls, work cross functionally to solve problems, and surface “what is possible” - Experimentation and data analysis: you understand the power of data and iteration when driving high-level business outcomes. You don’t shy away from the unknown and demonstrate a propensity to act through experimentation and gain real world data versus theorizing and over-planning. - Self-starter in a startup environment: you work well autonomously, and don’t need comprehensive support or infrastructure to learn, grow and thrive. You’re looking for opportunities to grow, and don’
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