About the Opportunity

Our mission is to redefine analytics, accountability and visibility within the supply chain and logistics industry. The global supply chain accounts for roughly 10% of Global GDP, and is also one of the largest contributors to significant global challenges like air pollution and food waste. By changing how organizations work together across the supply chain, we will play a critical role in tackling these challenges head on. Our team has an extensive background in building world class product, engineering, operations, and sales & marketing teams. We hope you’ll join our growth story!

As an ISO Customer Success Manager, you will have a highly visible role working closely with the leadership team to both manage ISO’s onboarded customers and help build strong foundations for the growing Customer Success organization. Success in this role means working cross-functionally with our Sales, Product, and Engineering organizations to drive customer adoption, increase usage, and ensure customer satisfaction and retention. You will improve these metrics not only by helping customers in their day-to-day activities, but also by driving strategic improvements at their organizations that will help them take advantage of all that ISO has to offer. Along the way, you’ll play a pivotal role in evolving and scaling ISO’s Customer Success organization, partnering with the Head of Customer Experience to lay the foundation for the CS team to come.
What you’ll do

Own relationships with assigned customers, which includes: increasing adoption, driving usage, ensuring customer retention and satisfaction – the creation and maintenance of “raving fans”
Help build processes around organizational goals, and identify opportunities for improvement in existing processes
Become a trusted advisor for your book of business and help customers derive value from ISO
Work with customers to establish joint goals and key performance indicators, including creating a strategy for achieving them and removing barriers to business growth
Facilitate recurring business reviews to accomplishments, goals, and opportunities
Identify and/or develop upsell opportunities
Advocate customer needs and issues cross-departmentally, including managing account escalations

Your Experience

3-4 years of SaaS Customer Success experience working with Enterprise customers
Experience in the early stages of a fast-growing startup
Experience in supply chain or logistics SaaS solutions is ideal
A track record of working cross-functionally with Product and Engineering team members

Who you are

Effective written and verbal communication across a wide variety of stakeholders at both the executive and non-executive levels
The ability to build and maintain trust across internal and external stakeholder groups
The ability to simultaneously think both strategically and tactically – drawing the big picture while also being able to execute against that vision
A passion for process creation and improvement
Strong work ethic and ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment
Excellent problem-solving and analytical skills, with an ability to translate quickly feedback and data into insights and actions
Tact and poise, especially in high-pressure situations
An orientation toward teamwork, problem solving, and ongoing improvement and learning

About Us

Isometric Technologies (ISO) is the single source of truth for parties in the supply chain to measure the cost of doing business. By associating costs from chargebacks and service level failures to the responsible parties, we surface actionable insights that help optimize complex business relationships. Founded in 2019, ISO is a remote first company, home to 25 people, and we are looking to hire great people across the US as we continue to grow.

How we support wellness and growth:

– Medical, dental and vision coverage
– Unlimited PTO
– 401k Plan
– Remote first work, with the flexibility to maintain a healthy work/life balance
– Paid Maternity and Paternity Leave
– Regular virtual employee social events (such as Movie Club, Happy hours etc)
– Annual Performance reviews

Our Core Values

1. We provide a safe space to take risks
2. We’re open and honest
3. We look for new ideas everywhere
4. We bias toward action
5. We do the right thing, even when it’s hard