Partner Success Manager (Customer Success Manager)

Who we are:

Plug and Play Tech Center is a leading early-stage investor and corporate innovation platform bringing together the best startups and the world’s largest corporation. We’ve worked with most of the Fortune 500 enterprises across 20+ industry verticals, and are on a mission to bring the benefits of Silicon Valley to all corners of the world.

Within our platform, we focus on various sectors, including a fast-growing Brand & Retail vertical where the largest brands and retailers in the fashion & apparel, beauty, food & beverage, quick service restaurants, entertainment and other industries meet pioneering startups in the commerce sector. We are a diverse team with backgrounds in technology, business, and entrepreneurship, and we are growing rapidly to deliver on our mission.

Position Overview:

Partner Success Manager (Customer Success Manager) owns the overall satisfaction and retention of our corporate clients for the Brand and Retail vertical.  This includes spearheading initiatives to increase the health and engagement of the customer base, identifying opportunities/risks within individual customer accounts, surfacing customer feedback and ideas for new product/service offerings, driving retention/upsell/cross-sell conversations, and architecting customer touchpoints/events. 

This is a highly strategic and senior individual contributor role. The expectation will be that this individual can operate with maximum ownership of customer success outcomes, including being accountable to an annual customer retention quota, with minimal guidance day-to-day.  They will join a small and entrepreneurial team and help drive >100% annual growth in Brand & Retail revenue while working with some of the largest global brands and retailers in the world. This role will report to the Director of the Brand & Retail vertical and is based in Sunnyvale, California.

Key Responsibilities:

• Build trusted relationships with key stakeholders within our clients’ organizations to ensure service adoption, renewals, and identify new revenue opportunities


• Develop a deep understanding of corporate clients’ business priorities and internal organization structures to proactively advise clients on the best way to leverage their membership and the overall Plug and Play platform


• Stay on top of industry trends and serve as a trusted innovation thought partner for clients   


• Manage client projects end-to-end, including but not limited to understanding clients’ requests, coordinating with Ventures team on project delivery, managing project logistics, and building project success cases


• Build strong connections internally to mobilize all internal resources to achieve overall client engagement and revenue goals

Qualifications:

• 3+ years of work experience in a client-facing role, ideally as a customer success manager or management consultant


• Self-motivated with outstanding ownership and results-oriented mindset


• Entrepreneurial; thrives in a fast-paced and performance-driven environment


• Capable problem solver; strategic and creative thinker


• Detail-oriented, organized, and comfortable wearing multiple hats


• High integrity, honesty, and candor


• Passion for startups and technology innovation


• Authorized to work in the U.S.

Bonus if you have:

• Experience with conducting design thinking workshops

* Attendance policy: 4 days at the office, 1 day home.