Customer Success Manager

| Chicago

Narrative Science is seeking a highly motivated Customer Success Manager to join its Chicago team. You will have a passion for customer and partner advocacy as well as a strong knowledge of sales and account management practices within the SaaS software world. You will act as a “CEO” and create strategic account plans for a defined territory/book of business for the purpose of maximizing the lifetime value of our customers. You will be responsible for turning our enterprise customer base and partner network into long-term advocates through constant improvement and monitoring of Narrative Science’s customer journey. 

Responsibilities:

  • Oversees the success of the entire customer journey from pre-sales through account expansion

  • Collaborates with Marketing and Sales to drive account expansion through sourcing leads from existing accounts, creating opportunities  

  • Partners with the Narrative Science Enterprise Sales team to close upsell and cross-sell opportunities

  • Manages relationships with client project managers and key executive stakeholders to maximize overall customer lifetime value

  • Spearheads client outreach initiatives & devises a customer engagement strategy, including customer satisfaction surveys, invitations to events, and more

  • Owns the renewal process and retention of existing customers within a defined territory/book of business

  • Provides project leadership, coordination and guidance for the customer’s major initiatives around each of Narrative Science’s products

  • Provides clear and constructive product feedback from the customer to the Narrative Science product team 

  • Facilitates relationship between NS marketing and client marketing/PR functions to further initiatives around case studies, marketing event participation and promote the value of client partnerships

  • Conducts customer surveys to collect metrics on satisfaction and product value

Requirements:

  • Bachelor’s degree required

  • 3-5 years of experience in an account management, sales or service delivery role at a SaaS software company

  • Experience using Business Intelligence software such as Tableau, Qlik, Microstrategy, and/or PowerBI

  • Ability to track and capture actionable customer metrics in CRM software 

  • Can identify which sales activities will contribute to high-quality and high-velocity sales to ensure higher-than-average conversion rates

  • Proven ability to work with cross-functional stakeholders

  • Flexible with ambiguous environments 

  • Excellent self accountability, time and resource management skills

  • Critical thinker and problem solver that make impact in favor of positive customer outcomes. 

  • Previous consulting industry experience a plus 

About Narrative Science:

Narrative Science creates software that writes stories from enterprise data to drive understanding and results. Powered by artificial intelligence, our technology automatically turns data into easy-to-understand reports, transforms statistics into stories, and converts numbers into knowledge. Narrative Science works with customers including Deloitte, MasterCard, USAA, and members of the U.S. intelligence community, empowering them to understand and act on key business metrics, make better decisions, and focus talent on higher-value tasks  -- all through the power of data storytelling.

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Location

Located in the heart of the loop, our office provides easy access to public transportation and some of Chicago's favorite destinations.

An Insider's view of Narrative Science

How do you collaborate with other teams in the company?

At Narrative Science, teams collaborate every day. When it comes to background, experience, and points of view, we are a very diverse company, and our employees take full advantage of that. It isn't uncommon to see functional teams pulling in members from other teams to work on initiatives together or even just to get another opinion.

Anna

Senior Product Marketing Manager

What makes someone successful on your team?

Successful people on my team have a passion for customers & a drive to deliver the best results to them. They're creative problem solvers who thrive in a collaborative environment. Each customer has unique needs & high-performers in Customer Success are experts at identifying those needs and rallying every resource necessary to take care of them.

Keelin

Senior Vice President, Customer Success

What unique initiatives do you have that encourage innovation?

At Narrative Science, we support a spectrum of innovation ranging from our standard engineering process, through Hack Days and Hackathons, to our ongoing Incubator team. Narrative Science is only successful if we hire smart and self-motivated people, so we’re committed to giving them the support and space they need to innovate.

Nate

Vice President, Product Architecture

What are some things you learned at the company?

We are encouraged to deliver an exceptional customer experience. To achieve this goal, I’ve learned how various aspects of software engineering integrate to create a great and reliable product. I've learned how to design/implement database architecture, automated testing, and data analytics to craft our innovative products and bring them to market.

Jesus

Software Engineer

What are Narrative Science Perks + Benefits

Narrative Science Benefits Overview

We offer a full range of benefits including Medical, Rx, Dental, Vision, FSA (for medical and dependent care expenses), Commuter Benefits, Life Insurance, Short and Long Term Disability, Paid Parental Leave, and 401k options for you and your family. Our people manage their own schedules, work hard, take time off when they need it—and come back refreshed and ready to dive back in.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

Standing desks. Catered weekly lunches. Flexible vacation policy. Company events. Free eats & drinks. Free gym access & bike parking. Personal MacBook Air. Community engagement opportunities. Internal learning and development opportunities. Referral program & incentives.

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