Customer Success Manager, Catalyst Software
$110k
OTE
$85k
BASE
+ equity
Customer success platform
Job no longer available
Customer success platform
201-500 employees
Job no longer available
$110k
OTE
$85k
BASE
+ equity
201-500 employees
Company mission
To move Customer Success to the center of every organization.
Role
Who you are
- Hands-on experience using the Catalyst platform to help drive value for your book of business
- Demonstrated experience in a consultative customer-facing role, ideally having managed a book of business of high volume accounts for 3+ years
- A demonstrated command of the customer success role and strategy where you were self-reliant, entrepreneurial, and creative in partnering with your portfolio to drive measurable value for them and your organization
- Exceptional ability to be an agent of change - to influence & drive action through others, coupled with the ability to be a proficient listener
- A strong commercial acumen, with experience identifying expansion opportunities and partnering with other teams to drive them to closure
- Eagerness to learn, with the ability to receive and implement feedback quickly
- A bias towards action with the ability to think quickly on your feet and answer unexpected questions with ease
- Discernible passion for Customer Success, and for creating memorable customer experiences
- Experience working in a lean startup environment
- Success in building and standardizing repeatable CSM processes & playbooks, & the desire to do so at Catalyst as we continue to scale
What the job involves
- The Customer Success Manager role is an instrumental role in the long-term success of our business
- You will be working with a variety of clients throughout their journey post-onboarding to ensure that they're obtaining full value from Catalyst aligned to their goals
- As a CSM at Catalyst, your contributions to helping us build a foundation for the CSM motion provides you with the opportunity to have a significant impact beyond the traditional scope of a CSM role
- Form close relationships with our customers, including CSMs, Managers, Directors & VPs. Partner with customers to establish a mutually agreed-upon Success Plan, outlining the challenges they’re looking to solve for using Catalyst
- Define, prescribe & drive action aligned to the execution of each customer’s above Success Plan. Proactively identify and mitigate risk ensuring each customer’s ability to achieve their goals
- Teach customers how to independently leverage product features aligned to current and new use cases, strengthening their knowledge & confidence in using the tool
- Proactively pull, track, and analyze both quantitative and qualitative data to identify insights. Connect data to customer value and communicate a clear narrative that drives action back to your customers
- Maintain routine monthly check-ins with customers, in addition to Quarterly Business Reviews
- Partner internally with cross-functional teams such as Sales, Product, Engineering and Marketing. Convey the voice of the customer internally in an effort to inform other functions on how best we can support and add value to our customers
- Consistently put forward product enhancement recommendations based on personal experience & on insights gained from customers
- Actively contribute to the analysis, planning and execution of CS processes to help us lay the foundation for the CSM function at Catalyst
Otta's take
Xav Kearney
CTO of Otta
Brothers Edward and Kevin Chiu founded Catalyst Software after working together at DigitalOcean. During their time there, they recognized a notable gap in the market for effective customer success tools. Thus, Catalyst Software was conceived to address this deficiency, catering to the increasing demand for Customer Success Managers to acquire data analytics skills, an expertise often beyond their usual scope.
Catalyst's customer success platform serves as a hub for aggregating data from various SaaS touchpoints, including platforms like Salesforce and Mixpanel. It then simplifies this data into a single API dashboard. This consolidation allows customer success teams to conduct more thorough performance analyses and utilize automated engagement tools.
The company's momentum remains strong, marked by significant fundraising efforts, the acquisition of high-profile clients like Frame.io and LaunchDarkly, and an estimated company valuation exceeding $125 million underscores its promising position within the market.
Insights
Company
Funding (last 2 of 6 rounds)
Sep 2022
$21.4m
LATE VC
Mar 2022
$21.5m
LATE VC
Total funding: $88.2m
Company benefits
- Generous equity, ensuring that everyone has a stake in our growth
- Unlimited PTO, so that you can rest and recharge
- Mental Health Days every month and Mental Health Weeks twice per year, which the entire company takes off
- Up to 100% paid medical, dental, and vision plans for you and your loved ones
- Comprehensive financial planning support
- Monthly wellness stipend, to ensure that you’re taking care of your physical and mental health
- Employer-sponsored 401(k), enabling you to prepare for retirement
- Monthly remote team-building events, including game nights, trivia, and cooking/mixology classes
- Generous parental leave for both primary and secondary caregivers
- Annual education stipend, to ensure that you’re continuously expanding your skill set
Company values
- Be Transparent: At Catalyst, we believe in open communication. We encourage honesty and directness from both our employees and management alike, because that’s how you build trust. And that’s what our customers can expect from us as well
- Take Ownership: There is no “passing the buck” at Catalyst. We are all responsible for our behaviors, actions, and decisions. That means doing what we say we’re going to do, and shouldering the results of those actions
- Place Customers at the Center: Our ethos at Catalyst is to make our customers’ lives better. It doesn’t matter what your job function is at Catalyst; everything you do impacts customers in some way. Always consider how your decisions will affect our customers before you take action
- Be Selfless: Catalyst's people are its most valuable resource, which is why we value selflessness so highly. This includes recognizing that people have diverse backgrounds, views, and self-identities, and creating a safe space for them all to co-exist and succeed together
- Have Fun: Fun is not just a foosball table or Beer Fridays. Fun is a willingness to laugh at ourselves and our industry (have you seen our memes?). It’s acknowledging that everyone likes a good joke, whether that’s a customer or a fellow employee. It’s learning when to relax and when to be professional
- Be Humble: There is no place for ego in a customer-centric company. We encourage everyone to be proud of the work they do at Catalyst, but it's critical that ego never gets in the way of collaboration or team culture
Company HQ
Chelsea, New York, NY
Articles
Founders
Edward Chiu
(CEO)Co-Founder & CEO of Sytai. Was a Sales Engineer at Engine Yard. Worked at Digital Ocean for over 2 years, promoted from Director of Customer Success to Success and Sales. Currently an Investor at Metafy and Digraph.
Kevin Chiu
(COO)Worked at Five Stars, promoted from Account Executive to Manager of Inside Sales. Became Manager of Sales Development at Greenhouse Software. Went on to become Head of Sales and Revenue Operations at Digital Ocean. NYC Community Lead & Blog Contributor to Sales Hacker. Listed on 30 under 30 Forbes, 2019 for Enterprise Tech. Is currently a Member of Revenue Collective, and an Investor at Metafy and Lunar.
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