Customer Success Manager

Overview

Join to apply for the Customer Success Manager role at Pocus. Pocus exists to supercharge GTM teams. We make every rep a 10x seller.

With Pocus, organizations can have fewer, better reps to drive increased pipeline and revenue. Pocus influences nearly half a billion in pipeline per quarter for our customers. We’re trusted by high growth companies like Asana, Monday, Canva, and Miro where Pocus powers up to 50% of their pipeline and eliminates 10+ hrs of work per rep per week.

Pocus has hundreds of always-on AI agents doing the manual, tedious work of researching & prospecting so that reps can do what they do best: sell. With Pocus AI agents working for them, rep’s days are simplified. Reps get alerts when compelling events happen, account plans are generated by AI, and agents recommend who to reach out to with the next best action.

We’re fortunate to be backed by First Round, Coatue, and execs like CEO Zoom, CPO Adobe, CRO OpenAI, who are helping us usher in this future of sales.

The Pocus team is full of humble overachievers that like to move quickly (we call it shiperate), own our work, give customers superpowers, and create magic for our team… all while having a ton of fun. Join us on this next phase of growth!

Why this role

• Be a founding member of the Customer Success team: You’ll build the foundation of Customer Success at Pocus for years to come.
• Create tangible impact for customers with a product they love: You’ll drive value and get to know our customers across all levels - from our end users who rely on Pocus to uncover new revenue opportunities, to senior leaders that rely on Pocus to orchestrate their entire go-to-market engine. Customers love our product and have referred to Pocus as the “answer to all of their prayers.”
• Learn more in 1 week at Pocus than 1 year at another company: We do more with less — we’re able to ship what other teams with 10x of the resources do in 1/10th of the time. We consistently get feedback that our responsiveness and velocity set us apart as our customers’ favorite vendor.
• Meaningfully shape our product: We’re extremely customer‑centric at Pocus. You’ll be the eyes and ears for all customer needs and work with the co‑founders and Head of Product to inform our roadmap.
• Join an incredible team at a magical time: We’re at the beginning stages of explosive growth. Join a passionate, scrappy, and no‑ego team of builders that will inspire you and make you laugh every day.

What You’ll Do

Operate as a Business-Impact Obsessed Consultant

• Develop and execute strategic action plans for each account to ensure customers’ success throughout the customer journey.
• Own the relationship with a cross‑functional team of our customers’ senior leaders across Sales, RevOps, and Data, and be a trusted advisor on their strategic priorities as it relates to Pocus.
• Map customer’s business priorities to solutions in Pocus. Be prescriptive and highly consultative in with customers on how we will drive their success.
• Audit the business impact of the customer’s Pocus program and run business review workshops, offering insightful GTM advice for driving increased revenue impact across the customer’s GTM organization.
• Proactively identify customers who aren’t maximizing their usage, subsequently creating and executing improvement plans.
• Build & communicate a quantified value story. Analyze success data and develop an impactful value narrative for the customer executive team.

Drive Adoption Directly and Indirectly

• Owns the project management of activities (ours and the customer’s) and actions to drive adoption.
• Develop SME programs to create power users and influencers ready to champion and enable others in the business.
• Prescribe incentive programs and reinforcement mechanisms to drive adoption and make sure Pocus is embedded in core GTM processes.
• Ensure the customer has the right training and enablement assets available to their reps.
• Identify potential power users, low adopters and bubble up to program leadership for action.
• Educate users with product enablement & training.

Own Customer Renewal and Expansion

• Work closely with business stakeholders and executive leadership to craft a value narrative to maintain and expand our footprint with the customer’s business.
• Completely own the renewal process, while working closely with our sales team to identify strategic areas of expansion.

Build Customer Success and Be the Voice of the Customer

• Translate learnings from past experiences and time at Pocus to iterate and improve on all parts of CS at Pocus, including customer journey, rituals, and processes.
• Collaborate and provide input on high‑priority strategic initiatives that enable better support of our customers, including customer marketing, new product launches, customer service levels, and more.
• Constantly capture and synthesize product feedback from our customers to provide datapoints to our Head of Product on product roadmap.

Who you are

• You are a humble over‑achiever. You’re constantly asking for and excited about feedback that helps you learn and grow.
• You don’t take yourself too seriously. You like to work hard but not without plenty of smiles and laughs along the way