Customer Success

Manager

US | Remote
Customer Success

Grow accounts to the next level!

Position Details

Deepen relationships with customers and grow accounts.

Confetti is looking for a Customer Success Manager (CSM) to join our new and expanding Customer Success team. Pave the journey for the future of corporate events while leading the infrastructure that will support Confetti to achieve predictable revenue.

This role will take our large and growing user base of nearly 8,000 customers (20,000+ teams!) and help create and execute a plan to bring them to larger, more predictable contracts.

As a Customer Success Manager at Confetti, you will play a pivotal role in ensuring our clients maximize the value of our platform. This individual contributor role encompasses onboarding, proactive customer outreach, conducting Quarterly Business Reviews (QBRs), and carrying an annual revenue expansion quota for assigned accounts. Additionally, you will be responsible for driving renewals to foster long-term partnerships.

We Are

Confetti operates in the HR tech space and provides a solution for employee culture & engagement. Our product allows companies to discover, plan and book high quality experiences for their teams for every use case. From team building, onboarding, DE&I and even learning & development, our rich catalog provides hundreds of fresh options for any budget and team size.

Product Led - As a managed marketplace for employee experiences, we put the user-experience of our platform at the top of our priority list. We believe (and have significant evidence) that a great platform sells itself, and always prefer investing in the platform & marketing automation as scalable sales channels.

Data Driven - We heavily utilize analytics to measure the usage of every feature we release, and use hard evidence when making decisions regarding what’s next (you’ll never have to build something just because sales/investors asked for it).

Corporate-Consumer Facing - Selling directly to any employee that holds a company credit card, Confetti enjoys the benefits of B2C companies (low-touch onboarding, no sales or corporate approvals needed, etc.) and those of B2B companies (high recurring budgets, high willingness-to-pay, low pricing sensitivity).

You Have

Proven experience in CS (success), AM or CX role within the B2B Industry and are an experienced leader with a contagious enthusiasm for making your customers and team massively successful. Previous experience at companies with a subscription/renewal element is necessary.

Impeccable customer service skills and a know-how to bring peace to every fire.

A desire to build and shape a Success program that is <6 months old.

Are data-driven in finding trends and telling compelling stories that drive change.

An autonomous self-starter; someone who finds opportunities to drive success.

Solutions-oriented and manages up/out to bring in key stakeholders, as needed.

A master of process & change management committed to creating new playbooks, optimizing existing or flawed processes, and driving their adoption across teams.

Experience or interest in carrying a quota and upselling existing customers.

Excellent communication, presentation, and interpersonal skills both written and verbal.

Ability to analyze data and derive insights for strategic decision-making.

Results-driven with a track record of meeting or exceeding revenue expansion and renewal targets.

No task too big or small; you’ll be tapped to help influence strategy but will also need to jump into smaller tasks, like making our data clean and processes tight.

You'll Be

Onboarding and Training:

  • Leading the onboarding process for new clients, ensuring a smooth and efficient implementation of the Confetti platform.
  • Providing comprehensive training sessions to empower clients to leverage the full capabilities of Confetti's solution.

Handling Customer Outreach:

  • Establish and maintain proactive communication channels with clients to anticipate needs and address potential challenges.
  • Act as a trusted advisor, offering guidance on best practices and recommending solutions to optimize the virtual event experience.
  • Proactively anticipate which customers are at a risk of churn and puts a plan in place to save the customer

Managing Quarterly Business Reviews (QBRs):

  • Conduct regular QBRs to review clients' performance, discuss achievements, and identify opportunities for further collaboration and expansion.
  • Collaborate with clients to set strategic goals aligned with their business objectives.
  • Proactively plan events for the following quarter (Q3 QBR plan all Q4 holiday events etc)

Orchestrating Revenue Expansion:

  • Carry a 20% annual revenue expansion quota for assigned accounts, identifying upsell and cross-sell opportunities.
  • Collaborate with Sales and Marketing teams to execute targeted campaigns and initiatives aimed at driving revenue growth.

Owning Renewals:

  • Own the renewal process, ensuring a high renewal rate for assigned accounts.
  • Proactively address potential renewal risks and work closely with clients to demonstrate ongoing value.

NOTE: While the role itself is an IC (individual contributor role) being the first CSM on the team, gives a unique opportunity to held build the infrastructure hands on with your manager and the CEO. It also will provide the best career path for potential team lead opportunities as the team expands.

Your Benefits

already loved by 5500+ customers
Our Values

Why You Should Join Confetti

Balance

We realize that building a truly great solution to our customers' most pressing problems is a long-lasting mission, akin to running a marathon rather than a sprint (pun intended). Therefore, we optimize for both achieving our goals and enjoying the journey.

Empathy

Despite the power of technology, we believe that humans are at the core of every business, so we approach all elements of our work with kindness & empathy, keeping that fact in mind.

Growth

We challenge ourselves to be open minded, level-headed, and flexible.

Fun

We insert fun into every place and situation we can!

Impact

We pride ourselves on hard work that results in true value and quality for our end users. Our never-ending passion for innovation drives us to create a larger positive impact on this planet.

Innovation

We do our best to meet all challenges with creative solutions. We try to always look within ourselves before demanding change from others.

Quality

We approach software development as a craft rather than a production line. Our passion for quality is part of our DNA and can also be seen in our UX, offerings, customer service and more.

Respect

We demonstrate our respect for all humans by being an inclusive company and by constantly reassessing ourselves to ensure we’re treating employees, customers, vendors, partners, investors, and users with the utmost respect and consideration.

Transparency

Rather than using “transparency” as a mere slogan we implement it radically by providing full visibility of each aspect of the company to every team member. We believe that each team member should be a co-author of our story, not a supporting actor.

Honesty

We try to always under-promise and over-deliver, but we admit to our mistakes when we make them. We know that people cannot and should not be responsible for understanding each one of us individually, so we do our best to communicate our own complex internal workings as transparently as possible.

Quality

Building software (as many other things), can be either done by craftsmanship or a “production line” approach. If you’ve had a chance to interact with our platform, you probably know by now which method we choose. We are passionate about excellent software & UX, and apply the same values to the rest of the Confetti DNA - from our boutique vendors to our top-notch customer service.

DevXP

Even as an early-stage startup, we highly invest in our developer experience, and always look for ways to improve it. We believe that using the best tools, frameworks & processes creates a smoother workflow that makes our job that much more fun and productive. Our team has deep awareness of why this matters, and the means to execute it.

Transparency

While this word has been circulating quite a lot lately, it’s rarely implemented to its fullest. Our team is exposed to EVERYTHING happening at the company, in real time - from sales to fundraising, hiring, product and really anything else. We believe that each team member should be a co-author of our story, not a supporting actor.

Balance

To create the best solutions, for our users' most important problems, we need to always be heading in the right direction. To remain the market-leader in our category, we need to continue moving fast. Building something great takes time, so reaching our goals while enjoying the ride means running a marathon, not a sprint (pun intended).

Respect

We demonstrate our respect for all humans by being an inclusive company and by constantly reassessing ourselves to ensure we’re treating employees, customers, vendors, partners, investors, and users with the utmost respect and consideration.

Innovation

We do our best to meet all challenges with creative solutions. We try to always look within ourselves before demanding change from others.

Empathy

Despite the power of technology, we believe that humans are at the core of every business, so we approach all elements of our work with kindness & empathy, keeping that fact in mind.

Impact

We pride ourselves on hard work that results in true value and quality for our end users. Our never-ending passion for innovation drives us to create a larger positive impact on this planet.

Honesty

We try to always under-promise and over-deliver, but we admit to our mistakes when we make them.

Balance

To remain the market-leader in our category, we need to continue moving fast. Building something great takes time, so reaching our goals while enjoying the ride means running a marathon, not a sprint (pun intended).

Growth

We challenge ourselves to be open minded, level-headed, and flexible.

Fun

We insert fun into every place and situation we can!

About Us

In Fun We Trust

We are a young, well-funded startup helping companies create memorable, easy-to-plan experiences that inspire dynamic workplaces, encourage healthier offices, and motivate happier, more holistic teams.

Our platform allows companies to seamlessly book fully-customizable, multi-vendor (virtual) gatherings for their employees in just a few clicks. From online games to hosted game shows and shippable experiences, our platform contains over 100 unique experiences to support our customers’ desire for fresh and fun ideas. COVID required us to be agile and adaptable, so we successfully pivoted into the virtual events world. With offices potentially coming back soon, we are looking forward to the future of events, working towards a single platform for in-person, hybrid and virtual experiences.

Lee Rubin, founder of Confetti, and Eyal Hakim, co-founder of Confetti, posing with skulls
Confetti employees meeting at a restaurant in New York for a team gathering
Confetti employees toasting at an office birthday celebration event
2 Confetti employees smiling and embracing
Confetti employees showing off their pretzels in a Virtual Pretzel Baking Class
An assortment of cheese on a plate and 2 glasses of wine on a table
Confetti employees holding sparklers at an office birthday celebration event
Remote Confetti employees meeting in person
Confetti employees holding bowling balls at a bowling alley
Lee Rubin, founder of Confetti, and Eyal Hakim, co-founder of Confetti, posing with skullsConfetti employees meeting at a restaurant in New York for a team gatheringConfetti employees toasting at an office birthday celebration event2 Confetti employees smiling and embracingConfetti employees showing off their pretzels in a Virtual Pretzel Baking ClassAn assortment of cheese on a plate and 2 glasses of wine on a tableConfetti employees holding sparklers at an office birthday celebration eventRemote Confetti employees meeting in personConfetti employees holding bowling balls at a bowling alley
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