SMB CSM | Remote, US or Canada | Ethena

Christina Rosivack
Christina Rosivack Member Posts: 3 Navigator
edited February 2022 in Job Board Community

JOB TITLE: SMB Customer Success Manager


LOCATION: Remote, US or Canada



Ethena is looking for a driven SMB Customer Success Manager to work with our growing portfolio of scaling and mid-market customers. First and foremost, you'll be the guardian of these customer relationships, ensuring that customers are adopting and seeing value with Ethena. In working with our small business segment, you'll build our first-ever customer journey that combines tech-touch and live customer engagement points and define new ways of efficiently supporting our customers as we grow. This role is perfect for someone who enjoys helping customers at scale and finds common trends / themes across customers to more productively advocate for and enable their success. 


This role will report to me, our Director of Customer Success. We are based in Brooklyn with EST office hours, but our workforce is remote and working hours for this role are flexible.

What you'll do

    • Act as a trusted advisor to a dedicated portfolio of Ethena's scaling and mid-market customers, helping them to achieve their goals and maximize the value our product generates for them
    • Manage all stages of the customer journey for your portfolio (onboarding through renewal)
    • Leverage customer engagement metrics to provide product adoption techniques and proactively address churn risks
    • Provide best practices to drive user engagement via scalable techniques, including our customer newsletter, playbooks, help center, webinars, and other tools 
    • Identify upsell and cross-sell opportunities and collaborate with account executives to secure revenue and grow your portfolio
    • Champion customer needs internally to drive customer-first prioritization of product initiatives and externally to create a community of Ethena advocates
    • Propose and execute improvements to process, materials, and frameworks to help our team continue to provide an exceptional customer experience as we scale

What makes a great candidate

    • Proven track record of managing customers at scale in a Customer Success / Account Management / Consulting role (B2B SaaS experience is a plus)
    • Comfortable with seeking out upsell and expansion opportunities
    • Adeptness at identifying churn risks, acting as the voice of the customer, and implementing appropriate strategies to mitigate churn
    • Ability to think strategically and proactively around how to solve customer needs at scale (through scaled live and tech-touch strategies)
    • An entrepreneurial mindset - we're an early-stage startup so we're not just looking for someone to run a playbook. We want you to help build it.
    • A "roll up your sleeves" mentality and comfort with ambiguity
    • Passion for what we're building here at Ethena
    • An impeccable sense of humor

Valued but not required

    • Experience working with People Operations, HR, and Learning & Development teams
    • Experience with forecasting and owning renewals for a book of business
    • Experience with Salesforce, Looker, and other CS/Marketing tools

JOB RELATIONSHIP TO YOU: I'm the hiring manager, and this role reports to me (Christina Rosivack)



We're a rapidly growing team of people who value diversity in all its forms. We love adding new perspectives and appreciate those who ask questions that help us challenge assumptions, explore new directions, and improve what we've already built. We believe it's our responsibility to create an environment in which every person can bring their full, authentic selves to work. We push each other to be our best and do our training proud. We love feedback, practice empathy, and embrace humor. Seriously, we're not shy about puns. If you brought us to a picnic, we'd be compli-ants. If we were shoes in London, we'd be trainers. If we were--you get it. Humor is welcome here. Read more about our values here and follow our team on our Instagram!


ABOUT OUR COMPANY: We're Ethena, a compliance training platform-with informative, cringe-free content delivered through innovative methods-that actually works. Our training isn't just a thing people get through, it's something they actually enjoy (we got the stats to prove it-over 90% positive ratings). We are proud to be a part of the culture at companies like Netflix, Zendesk, and Zoom and are in an exciting phase of growth. We recently raised a Series A led by top-tier firm Felicis, and now we're expanding our product offerings and platform functionality. It's a great time to join our team!