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Customer Success Manager



San Francisco, CA, USA · Remote
Posted on Friday, March 8, 2024
About Us:
Ditto allows teams to manage their copy from design to production with a single source of truth. Over 3600+ teams (from Fortune 500 companies to startups!) currently use Ditto.

Copy is currently the most under-leveraged aspect of building product, despite being even higher ROI than design and touched by everyone from legal to engineering.

We're backed by incredible investors like Y Combinator, Greycroft, Soma Capital, and founders/top operators from Doordash, Kabam, IFTTT, and Pinterest. We're a fast-moving team, and this role is an opportunity to join an early-stage startup as one of the first employees and directly impact how teams build product.
📍 Location:
San Francisco / Remote 🌉
💰 Compensation:
$80-130K OTE, early team equity
⚡️ As a customer success manager, you'll:
  • own and maximize the success of enterprise customers, including onboarding, training, value creation, and renewal
  • manage and build relationships with stakeholders of all levels (from ICs to C-level execs at Fortune 500 orgs) and functions (design, product, engineering)
  • collaborate with Sales to identify opportunities for upselling and expanding existing accounts
  • proactively address concerns to help customers adopt and use Ditto at scale
  • analyze customer usage data to identify opportunities for deeper usage and product improvements
  • conduct regular check-ins and business reviews with enterprise customers to assess their evolving needs
  • own GRR and NRR targets for your assigned book of business
🤝 We're looking for someone that:
  • has 3-5 years of experience in a customer success or account management role (esp. working with design, engineering, and product teams, or design/developer tools)
  • has a proven track record of successfully onboarding, expanding, and retaining enterprise-level customers
  • has experience carrying and exceeding GRR, NRR, or expansion targets
  • has experience facilitating change management to drive successful onboarding and adoption
  • can be hands-on in understanding and leading discussions around technical concepts and workflows
  • can communicate clearly and empathetically
  • is able to thrive in a fast-paced, dynamic startup environment