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Customer Success Manager - AirSlate

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Job Title
Customer Success Manager
Job Location
United States
Job Description
At airSlate, our journey began in Boston, USA, in 2008. What started as a single product with 3,000 customers has grown into an influential tech company with 1000+ team members across six offices worldwide. In 2022, airSlate reached a total valuation of $1.25 billion and became a 'Unicorn πŸ¦„'. But even as we scale, team members remain our most valuable asset. That's why we've built a company that excites people about their work.

We develop products that serve over 100 million users with no-code workflow automation, electronic signature, and document management solutions. The company's portfolio of award-winning products, signNow, pdfFiller, DocHub, WorkFlow, Instapage, and US Legal Forms, empower teams to transform how their organizations run digitally.

Customer Success plays a pivotal role in onboarding, implementation, growth, renewal, and expansion of our airSlate customers. This CSM will have roughly 150 Mid-Market sized customers to serve as the primary point of contact for new customer onboarind, user training, and business reviews. The Mid Market CSM with also help guide the customer through growth and expansion opportunities through a deep understanding of their workflow requirements and desired business outcomes. The Mid Market CSM is accountable for metrics like Net Recurring Revenue, Logo Retention, and Expansion/Add on ARR.

Salary range (on target earnings): $100,000/yr β€” $105,000/yr

What you'll be working on:
  • Lead the implementation of new customers as the project manager, collaborating closely with Account Executives, Solutions Engineers, Support teams, and Development teams.
  • Serve as the primary point of contact for new customer onboarding, user training, and ongoing business reviews.
  • Gain a deep understanding of customers' workflow requirements and desired business outcomes, facilitating communication and alignment throughout the customer lifecycle.
  • Conduct Quarterly Business Reviews to communicate and reinforce the value our products bring to customers.
  • Proactively identify opportunities for upselling, cross-selling, and expansion within existing accounts, ensuring high renewal rates.
  • Be accountable for retention metrics like NRR and Logo Renewal while growing book of business through add-on and expansion.
  • Act as a trusted advisor to customers, providing guidance on product functionality, use cases, and best practices.
  • Gather and analyze customer feedback, health metrics, and Net Promoter Scores (NPS) to drive continuous improvement and inform product development.
  • What we expect from you:
  • Software CSM experience is a must.
  • Salesforce experience.
  • Must have experience with actually doing upsells/renewals.
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    AirSlate Headquarters Location

    Brookline, MA

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    AirSlate Company Size

    Between 500 - 2,000 employees

    AirSlate Founded Year


    AirSlate Total Amount Raised


    AirSlate Funding Rounds

    View funding details
    • Series B

      $51,500,000 USD

    • Debt Financing

      $50,000,000 USD

    • Series B

      $40,000,000 USD

    • Series A

      $40,000,000 USD