Customer Success Lead

About us

Stonly is an innovative SaaS platform that solves the universal need for businesses to guide customers, users, and employees more effectively. Our modern solution enables support, product, and other teams to create interactive, step‑by‑step guides and deploy them everywhere they’re needed, with no code. Founded by experienced entrepreneurs and leaders and backed by Accel, our team is driving explosive growth; with hundreds of customers in a wide variety of industries – SaaS, fintech, telecom, finance, and more.

Opportunity

As the Customer Success Manager at Stonly, you’ll have a chance to be both strategic and in touch with our many happy customers in Europe, the US, and across the globe. You’ll create the plan, build out the team, and ensure customers’ success with our product and solutions; both during their trial and also after purchase. You’ll have the opportunity to have a huge and direct impact on a top growth initiative by helping us grow product usage and use‑case expansion.

What You’ll Do

• Develop the initiatives to improve customer adoption and revenue expansion from customer onboarding and success initiatives and report results against goals.
• Hire, train, and manage a customer success team to consistently provide the best personal guidance and resources to make customers successful with Stonly.
• Deliver customer insights to product, marketing, and sales teams to improve our solutions, customer stories, and positioning.
• Work with sales to help prospects experience success in the trial and evaluation process to convince them to buy.
• Onboard new customers to decrease their time to value with Stonly and make sure their implementation is optimal based on our best practices and expertise.
• Increase the percent of customers who take advantage of our onboarding and training assistance.

What You Have

• Experience helping customers use and adopt software products, personally, and through a team you’ve led.
• Successful CSM team building/hiring, managing, and training experience.
• Organization and process skills to manage new and existing customer pipelines/journeys and measure customer success against goals and milestones.
• High empathy for our prospects and customers and understanding of our product and solutions.

Values

At Stonly, we care deeply about our customers, the growth of our business, our core values, and you (career and success). We value team building, collaboration, and working with people we enjoy and who push us to become better.

Benefits

• Competitive salary and equity options.
• Flexible work location: Paris or remote.