Job Title: Customer Success Manager (Remote, USA/Canada)

Who we are

MixRank is a YC-backed, profitable Data-as-a-Service (DaaS) company founded in 2011. We're building something sustainable and meaningful for the long haul.

Our team of over 40 talented individuals spans the globe, working remotely to handle over 3 petabytes of data each month.

We're proud of our decade-long journey, during which we've learned, grown, and become profitable. Our commitment is to continue running and improving our business indefinitely.

This isn't just a job for us; it's our life's work. We’re not going to get acquired. Instead, we value steady growth, continuous learning, and making a lasting impact.

Our customer base includes some of the world's largest sales platforms, recruitment solutions, venture capital firms, and private equity companies, as well as cutting-edge startups fresh out of YC.

Who we’re looking for

We're looking for an experienced Customer Success Manager someone who has a track record of working with enterprise customers, and can handle seamless communications via Slack, email and calls with customers to handle tickets, escalations and new product / feature requests.

This isn't just about support it's about being a trusted advisor, technical liaison, and problem-solver all rolled into one.

Your ability to navigate complex client relationships while understanding the technical intricacies of our products will be crucial to success.

4+ years in Customer Success, Account Management, or Support roles, preferably in B2B data, DaaS, sales-tech, or enterprise recruitment spaces.

You should be comfortable managing accounts in the $100-250k ACV range and interfacing confidently with C-suite and VP-level customer champions.

• Truly exceptional communication skills : We're looking for more than just excellent speaking or writing skills. We need someone with deep empathy who can navigate complex client relationships, handle frustrated customers with grace, and make principled decisions that balance customer satisfaction with optimal outcomes.
• Ability to work within a multi-tool environment. We maintain direct Slack channels with all our enterprise customers, so you'll be juggling requests flowing in throughout the day via Slack and (on a smaller scale) email.
• Your ability to understand and explain the technical intricacies of our products is crucial. Experience working with APIs and basic SQL knowledge is a significant plus.
• Principled discipline : We're looking for someone with a meticulous approach to end-to-end ticket management. From creation to resolution, you'll need to identify problems, assign resources, provide constant updates, and drive issues to closure with unwavering attention to detail.
• As part of a globally distributed team, you must be self-motivated and able to manage your workload effectively. You should be comfortable collaborating across time zones while maintaining high productivity.

What you’ll be doing

Customer onboarding : You'll be the bridge from sales to success, working closely with our engineering team to launch data products or subscriptions for new customers.

Your proactive approach will shine as you create and continuously update documents, FAQs, and resources to help customers quickly get up-to-speed.

• Customer support : As our customers' go-to problem solver, you'll handle a variety of requests :
• How-tos : You'll guide customers through the complexities of working with massive datasets, especially in their crucial first 6 months.

We want to make sure we're providing all the right resources and answering all questions, to make sure customers are getting the most out of their MixRank subscription.

• Bug Tickets : When working with over 1B rows of data, bugs are inevitable. You'll be the calm in the storm, acknowledging issues promptly, collaborating with our data engineering team, and orchestrating smooth solutions that keep our customers happy.
• Customer escalations : When customers are frustrated (even if it's beyond MixRank's control), you'll be our diplomat. You'll turn these challenging moments into opportunities for learning and improvement, always striving to exceed our high standards.
• Documentation : You'll distill complex information into easily digestible content, ensuring our resources evolve with new customer questions and feature releases.

Think of yourself as the architect of our collective wisdom, building a foundation that supports both our internal team and our clients.

Proactive communication : You'll set the bar for customer engagement, keeping clients informed and feeling valued throughout their MixRank journey.

This isn't just about responding to issues it's about anticipating needs, sharing updates, and fostering a sense of partnership.

Your proactive approach will turn clients into advocates, strengthening relationships and driving long-term success.

You'll be the vital link between our clients and internal teams. But this is more than just relaying information you'll be a strategic partner in shaping our product roadmap.

By effectively communicating client needs, prioritizing issues, and contributing insights, you'll help drive solutions that not only meet but anticipate client expectations.

What’s in it for you

100% remote work : We trust you to manage your time effectively. Our focus is on your impact and results, not the hours you clock.

Work from anywhere, anytime we believe great work can happen outside the constraints of a traditional office.

• Home-office setup : We provide a Remote Office Grant to ensure you have a comfortable, productive home office. No compromises here we want you to have the best tools for the job.
• Comprehensive health coverage : We offer 100% health coverage and term life insurance.
• Personal development : Enjoy an unlimited book budget to feed your mind. We also cover your Netflix and Spotify subscriptions under our Entertainment allowance.
• Flexible leave policy : Take the time off when you need to recharge we recommend at least 15 days a year. Our only ask?

Don't let your team down.

How to apply

Ready to join the MixRank team? Send an email to jobs+cs at mixrank.com with the subject line : " Your Name : MixRank CS.

For example, "Jane Doe : MixRank CS."

Please include the following in your application :

• Profile : Please include your latest resume, as well as your LinkedIn profile.
• Your biggest account : Tell us about the largest enterprise customer you've worked with (no names needed). And also describe the nature of the product / service, your role in managing the account, challenges you faced and how you overcame them, strategies you employed to ensure customer success.
• Specifics about your work : How many accounts have you managed simultaneously in previous roles? And what daily tools and processes did you use to maintain balance and discipline across multiple accounts?
• Why we’d be a fit : Tell us 3 reasons why you think MixRank would be a great fit for you. And also list 3 reasons why you believe you would be a great fit for MixRank.
• Explain MixRank API to a customer : Please review our API Documentation for our Audience Segments API ( https : / / mixrank.

com / api / documentation# / segment-features / segment ). In 4-5 sentences, explain how this API works as if you were describing it to a new customer.

Focus on its key features and potential benefits.

• Handle a customer cancellation : If you receive the following message from a customer, how would you react?
• We’ve been working with Mixrank for a while now, trying to address the use cases we identified and tested before signing up.

Unfortunately, after a thorough evaluation, the results haven’t been what we expected or were promised. Given this, even though we’ve signed an annual contract and we’re only in Month 4, we’d like to cancel our contract with Mixrank.

Two things to remember

• Direct applications only. We strongly prefer receiving applications directly via email. Unfortunately, applications through LinkedIn or other automated hiring platforms may not be processed due to high volumes.
• Originality in applications. At MixRank, we value originality and a personal touch in applications. While we understand the growing trend of AI assistance, we discourage the use of AI tools like ChatGPT for crafting your application responses.

We’re looking for genuine, human-written anecdotes and workflows AI-generated responses tend to be lackluster and are easy to identify.

If you do choose to use AI assistance, please be transparent about it. However, know that priority will be given to applications demonstrating personal effort and original thinking.

J-18808-Ljbffr