About Comfy

Founded in 2012, Comfy is a Siemens-owned business on a mission to connect employees to the people, places, and things they need to do their best work. Our SaaS platform combines building intelligence, space analytics, and a consumer-grade mobile app technology to improve the workplace experience for Fortune 500 companies around the globe. Headquartered in Oakland, California, our fast-growing team balances the dynamic energy of a small company with the backing of a global powerhouse.

About the Role

As a Customer Success Manager you will enable our customers to create amazing workplace experiences through Comfy’s platform. Your primary responsibilities as a Customer Success Manager include ensuring a successful onboarding of new customers, reporting on and meeting with customers regularly and helping to grow accounts along with our Sales team.

About You

You, the Customer Success Manager, are excellent at communicating with people of all levels and backgrounds, have a deep understanding of their specific success metrics, and enjoy the relentless pursuit of knowledge. You know how to become a trusted advisor so you can drive a sense of urgency during implementation and also identify up-sell and cross-sell opportunities.

Specifically You Will:

  • Own the day-to-day relationship with a portfolio of Fortune 1000 enterprise customers
  • Develop and strengthen customer relationships with all key stakeholders to create a network of Comfy champions
  • Develop customer success metrics and execute account strategy together with Sales and Marketing
  • Oversee and prioritize implementation of each customer building in your portfolio
  • Monitor customer health, identify and mitigate account-level risks and upsell opportunities, align product and customer roadmaps, and deliver customer renewals
  • Manage and resolve all urgent customer issues, escalating to internal teams as necessary
  • Build and maintain a thorough understanding of our products and any new products as they are developed
  • Work closely with Sales, Product, and Engineering to ensure our customers’ voices are heard
  • Streamline current processes and build new tools for improving efficiencies
  • Periodic client travel is required for the role

Your Skills and Experience Includes:

  • Passion for helping customers succeed by exceeding expectations, ability to build strong relationships with key customer contacts and executives, keen analytical mind for troubleshooting, and ability to empathize with unhappy users
  • BA/BS required; bonus for Mechanical Engineering, Sciences, or Business Administration; additional bonus for MBA
  • A minimum of 5 years in a customer-facing role, building and fostering relationships with Fortune 1000 customers
  • Exceptionally detail-oriented with excellent written and verbal communication skills and a well-developed sense of humor
  • Proven ability to collaborate and engage across internal teams (Engineering, Product, Sales, and Marketing)
  • Self-motivated team player who can juggle multiple high priorities, manage concurrent projects in various stages, and deliver under tight deadlines
  • Ability to run customer meetings, deliver high quality presentations, and train users
  • Proficient with Google Suite, Office Suite, Slack, and Salesforce and analytic tools are a bonus (e.g. Gainsight, BI tools - Tableau, PowerBI, Looker, etc.)
  • Knowledge of HVAC Systems and Controls Integration and Building Management Systems is a bonus

Benefits

  • Market-leading software application centered on improving the workplace experience, Comfy : )
  • Brand new, bright, airy office in sunny downtown Oakland steps away from BART
  • Take-what-you-need vacation policy
  • Competitive salaries
  • Generous medical, dental and vision insurance
  • Matching 401k policy
  • Frequent team events (costumes optional) and lots of snacks
  • Independent start-up culture with the backing of a global corporate powerhouse

Our Promise to You

We believe your work is an extension of yourself. At Comfy, we hire many sorts of selves and that’s what makes us exceptional. We value diversity of thought, always asking tough questions, committing to solutions—and we do that best when we have and nurture every point of view.  We value you, and we want to hear you, learn from you, and move forward together.

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