Offer summary

Qualifications:

At least 3 years of experience in B2B customer success for technology companies., Strong problem-solving and qualitative research skills., Ability to quickly grasp and explain technical concepts., Understanding of software and technology business models..

Key responsibilities:

Onboard new enterprise and strategic accounts.

Act as the main point of contact for assigned customer accounts.

Maintain regular communication to ensure customer success.

Identify growth opportunities and gather product feedback.

Job description

MaxMind (www.maxmind.com) is looking for a tech - savvy Customer Success Manager to join our team. We help improve user experiences and security on the internet by providing IP intelligence and risk data to tens of thousands of online businesses. This work requires thoughtful communication and listening to our customers.

We are hiring anywhere in the following US states: CA, CT, CO, FL, GA, LA, MA, MN, MT, NC, NJ, NV, NY State (excluding New York City and Yonkers) OR, PA, RI, TX, WA, & WV with a preference for those able to work Eastern Time hours.

This is a full time remote position.

MaxMind does not currently sponsor US employment visas. You must be eligible and authorized to work in the US.

Position overview

As a tech-savvy Customer Success Manager, you will own relationships with about 200 of our customers. The core of your work will be around: onboarding new enterprise and strategic accounts, understanding their use case(s), leveraging a consultative approach to helping customers succeed using our products, identifying new expansion opportunities, gathering product feedback, and sharing your insights across the organization.

You will work with our Product, Sales, Support, and Business Development teams, and will regularly interact with people in positions across the company. You’ll report to the Customer Success Lead.

Our salary range for the Customer Success Manager role is $100,000 - $110,000 USD, with specific offers dependent on skills and experience. You will also be eligible to participate in our Customer Success Manager bonus plan, and everyone participates in a company wide performance-based bonus plan. See more about benefits below.

Key responsibilities include

Onboarding new enterprise customers and strategic accounts

Being the main point of contact between the company and a number of accounts

Maintaining regular communication with customers to help them succeed

Building relationships with customers and learning about and understanding their business needs

Identifying growth opportunities that lead to account expansion

Gathering feedback on product and service improvements and supporting customer research

Minimum Qualifications

At least 3 years experience working in customer success for B2B technology

Can quickly grasp and explain technical concepts

Problem solving and qualitative research skills

Strong understanding of the business models of software and technology companies (e.g., what drives value, different functional roles within such companies)

Preferred But Not Required

Previous experience with fraud, ad-serving, fintech, or e-commerce verticals

Prior sales experience

Working at MaxMind

Our culture is very important to us. We’re friendly, collaborative, and work-focused. We don’t like office politics and unnecessary stress. We like to have productive workdays and don’t like work to chase us when we’re done for the day. We maintain a set of core, overlapping hours, but are flexible with specific start and end times and are understanding about appointments and life events. We care about helping each other succeed.

In a recent survey, employees listed having a supportive work culture, good co-workers, autonomy, and feeling trusted, valued, and respected as some of the things they liked most about working here.

MaxMind has a social mission. MaxMind donates over 60% of profits to charities.

MaxMind’s compensation strives to reward getting stuff done, quality of work, and working well with others.

We are a fully remote company, so communication centers around video chat, and direct and group messaging tools.

Benefits

In addition to competitive compensation, our US benefits include medical, dental, vision, life, and short and long term disability insurance, a Safe Harbor 401(k) with employer contribution, Health Savings Account, Limited Purpose Flexible Spending Account, Dependent Care, and paid parental leave.

MaxMind offers a $2,000 professional development budget and five days for professional development annually.

Diversity and Inclusion

We're committed to diversity and inclusion and are mindful of incorporating them into all aspects of our company.

We encourage and sincerely welcome applications from candidates of color, women, queer candidates, candidates with family caregiving responsibilities, transgender candidates, and from other communities not well represented in the tech world.

See our complete diversity and inclusion statement - https://www.maxmind.com/en/company/working-at-maxmind.

Our Interview Process

One of the first steps in our interviewing process is a homework assignment, and we will ask you for a submission so we can gain insight into your work. The following step of our interview process would be a first round interview with our hiring manager, another one of our Customer Success Managers, and another team member from our Product / Marketing team. This interview will cover questions specific to the role. Next, there would be a final interview with our COO, and HR Manager, and hiring manager. That interview would be a more general / behavioral interview. The final step of our hiring process is reference checking.

Being a Successful Candidate (Interest and Fit)

Your application should include a completed response to the “Interest and Fit” section. Please share why you are interested in this position at MaxMind and why you would be a good fit. Communication should be clear and accurate. You are not required to submit a cover letter.

If desired, share any relevant projects or accomplishments so we can learn more about you.

Required profile