Customer Success Manager, Docs

Superhuman offers a dynamic hybrid model, and candidates in this role can be based remotely. You may be expected to travel to meet in person during your team’s scheduled collaboration weeks. Managers will determine in-person time according to business needs.

This hybrid approach helps foster trust, innovation, and a strong team culture, with the flexibility of working from home, whenever you need focus time.

Grammarly is now part of Superhuman, the AI productivity platform on a mission to unlock the superhuman potential in everyone. The Superhuman suite of apps and agents brings AI wherever people work, integrating with over 1 million applications and websites. The company’s products include Grammarly’s writing assistance, Superhuman Docs's collaborative workspaces, Mail’s inbox management, and Go, the proactive AI assistant that understands context and delivers help automatically. Founded in 2009, Superhuman empowers over 40 million people, 50,000 organizations, and 3,000 educational institutions worldwide to eliminate busywork and focus on what matters. Learn more at superhuman.com and about our values here.

As a Customer Success Manager, you'll play a key role in driving product adoption and ensuring that your accounts fully realize the value of their investment in Superhuman Docs. Joining a dynamic team of Customer Success professionals, you'll help shape the future of customer success by combining proven strategies with innovative digital tools to create a seamless, end-to-end experience that guarantees our customers achieve success with our platform.

In this role, you will:

• Collaborate with senior decision-makers to demonstrate the value of their decision to use Superhuman Docs.

• Own the responsibility for driving adoption and ensuring high retention across a growing portfolio of emerging Superhuman Docs accounts.

• Establish yourself as a trusted advisor, helping clients develop a clear, actionable plan to achieve their business objectives.

• Lead regular account reviews, providing valuable insights and metrics to ensure customers understand the maximum benefit from Superhuman Docs.

• Build and manage feedback loops to capture insights that will influence the development of Superhuman Docs' product roadmap.

• Develop and execute change management strategies to drive end user adoption, including Train-the-Trainer programs, Center of Excellence development, and organizational enablement for your book of business.

• 5+ years of experience as a Customer Success Manager in the hyper-growth SaaS/tech industry.

• Consider yourself more on the 'technical' side of Customer Success — you're the one your peers would ask to build complex models, test a new AI/Productivity software, and are comfortable with Excel/Sheets (or another) formula language.

• Builds strong relationships with people, understands their needs and goals, identifies creative solutions, and manages action items through to completion.

• Searches for reasons and causes.

• Can synthesize quantitative and qualitative data, make data-driven decisions, and use (sometimes incomplete) data to identify gaps and opportunities.

• Has a proven track record of delivering high customer satisfaction and retention.

• Actively advocates for customers, working cross-functionally with PMs, engineers, marketers, and others to delight customers and help them meet their business goals while empathizing with other teams’ processes and priorities.

• Relentlessly sets aggressive short- and long-term goals and possesses a strong internal drive to achieve them.

• Identifies ways to create new leads and other sales opportunities within existing accounts. Has experience working with various stakeholders, from senior executives of large companies to end users.

• Actively contributes to voice-of-customer initiatives, provides customer feedback to other teams, aids in prioritization, and follows through to resolution.

• Uses systems (e.g., CRM) to track all customer-related activities and deliverables, pipeline management, and revenue projection.

• Works to realize business value and expand customer relationships through deep knowledge of customer needs rather than a feature list.

• Has demonstrated the ability to work independently with minimal guidance, proactively manages tasks and priorities across multiple projects, analyzes and executes work efficiently, collaborates effectively with cross-functional teams, and thrives in fast-paced, results-driven environments.
  

Superhuman offers all team members competitive pay along with a benefits package encompassing the following and more:

• Excellent health care (including a wide range of medical, dental, vision, mental health, and fertility benefits)

• Disability and life insurance options

• 401(k) and RRSP matching

• Paid parental leave

• 20 days of paid time off per year, 12 days of paid holidays per year, two floating holidays per year, and flexible sick time

• Generous stipends (including those for caregiving, pet care, wellness, your home office, and more)

• Annual professional development budget and opportunities

Superhuman takes a market-based approach to compensation, so base pay may vary by location. Our US locations are categorized into two compensation zones based on proximity to our hub locations.

Base pay may vary considerably depending on job-related knowledge, skills, and experience. The expected “On Target Earnings” (OTE) for this role are outlined and may be modified in the future.

At Superhuman, we value our differences, and we encourage all to apply—especially those whose identities are traditionally underrepresented in tech organizations. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, ancestry, national origin, citizenship, age, marital status, veteran status, disability status, political belief, or any other characteristic protected by law. Superhuman is an equal opportunity employer and a participant in the US federal E-Verify program (US). We also abide by the Employment Equity Act (Canada).