Hi there!. We’re Ethena – the compliance platform for modern teams. Ethena’s suite of admin- and employee-friendly training and compliance tools help you check all the boxes and build a better workplace. Our training isn’t just a thing people get through, it’s something they actually enjoy (we got the stats to prove it—over 90% positive ratings). We are proud to be a part of the culture at companies like Zendesk, Pinterest, Figma, and Notion. In 2020, Ethena announced our $15.5 million Series A, and in 2022 we raised an additional $30 million Series B to build out Ethena’s best-in-class training solution, further invest in data and analytics, and continue launching impactful compliance products. Ethena’s Series B was led by Lachy Groom, with participation from existing investors including Felicis, Neo, Homebrew, and others. It’s a great time to join our team!
How We Work
We’re a team of people who value diversity in all its forms. We love adding new perspectives and appreciate those who ask questions that help us challenge assumptions, explore new directions, and improve what we’ve already built. We believe it’s our responsibility to create an environment in which every person can bring their full, authentic selves to work. We push each other to be our best and do our training proud. We love feedback, practice empathy, and embrace humor. Seriously, we’re not shy about puns. If you brought us to a picnic, we’d be compli-ants. If we were shoes in London, we’d be trainers. If we were--you get it. Humor is welcome here. Read more about us on our careers page and follow our team on our Instagram!
Who We’re Looking For
Ethena is looking for a driven SMB Customer Success Manager to work with our growing portfolio of scaling and mid-market customers. First and foremost, you’ll be the guardian of these customer relationships, ensuring that customers are adopting and seeing value in Ethena. In working with our small business segment, you’ll execute a customer journey that combines tech-touch and live customer engagement points and define new ways of efficiently supporting our customers as we grow. This role is perfect for someone who enjoys helping customers at scale and finds common trends / themes across customers to more productively advocate for and enable their success. By understanding their business and the pains they are facing, we also expect you to find and execute on expansion opportunities.
We measure success in this role with metrics including GDR, NDR, and CSQL #s.
This role will report to our VP of Customer Success, Akhila Iruku.
You may notice that we have an HQ in Brooklyn, but our workforce is fully remote and your personal working hours can be based on your own timezone. All team-wide meetings are scheduled to be inclusive of all U.S. time zones.
We measure success in this role with metrics including GDR, NDR, and CSQL #s.
This role will report to our VP of Customer Success, Akhila Iruku.
You may notice that we have an HQ in Brooklyn, but our workforce is fully remote and your personal working hours can be based on your own timezone. All team-wide meetings are scheduled to be inclusive of all U.S. time zones.
What You'll Do
- Act as a trusted advisor to a dedicated portfolio of Ethena’s scaling and mid-market customers, helping them to achieve their goals and maximize the value our product generates for them
- Manage all stages of the customer journey for your portfolio (onboarding through renewal + expansion)
- Identify and execute on upsell and cross-sell opportunities to secure revenue and expand portfolio
- Leverage customer engagement metrics to provide product adoption techniques and proactively address churn risks
- Provide best practices to drive user engagement via scalable techniques, including our customer newsletter, playbooks, help center, webinars, and other tools
- Champion customer needs internally to drive customer-first prioritization of product initiatives and externally to create a community of Ethena advocates
- Propose and execute improvements to processes, materials, and frameworks to help our team continue to provide an exceptional customer experience as we scale
What Makes A Great Candidate
- Proven track record of managing customers at scale in a Customer Success / Account Management / Consulting role (B2B SaaS experience is a plus)
- Comfortable with seeking out upsell and expansion opportunities
- Adeptness at identifying churn risks, acting as the voice of the customer, and implementing appropriate strategies to mitigate churn
- Ability to think strategically and proactively around how to solve customer needs at scale (through scaled live and tech-touch strategies)
- An entrepreneurial mindset - we’re an early-stage startup so we’re not just looking for someone to run a playbook. We want you to help build it.
- A “roll up your sleeves” mentality and comfort with ambiguity
- Passion for what we’re building here at Ethena
- An impeccable sense of humor
Valued But Not Required
- Experience working with People Operations, HR, and Learning & Development teams
- Experience with forecasting, owning renewals, and expansion for a book of business
- Experience with Salesforce, Looker, and other CS/Marketing tools
$70,000 - $90,000 a year
The annual starting base salary for this position is between $70,000 - $90,000 with OTE between $85,000 - $110,000, depending on experience.
Benefits: The benefits offered for this position can be found here. We provide 20 days of paid time off per year (prorated from your start date) in addition to all 11 federal holidays* and unlimited paid sick leave. (*US-specific benefits. For more details on our Canadian benefits, leave a note in your application.)
How to Apply: Applications for this position will be accepted via our job board. Excited about the opportunity, but worried you don’t meet all the requirements? Apply anyway, and give us both the chance to find out. We welcome you to read more about our approach to job descriptions by our VP of People, Melanie Naranjo. Curious to know what it’s like to interview with us? Read more here.
Ethena is proud to be an Equal Opportunity Employer and is committed to a diverse and inclusive workplace. We believe that a successful organization is one that celebrates its employees for who they are, who they love, and the unique lens through which they experience the world. Ethena does not discriminate based on race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or other legally protected status. We understand that our differences make us better. They empower us to learn from each other, lean on each other, and create a product and community that models the behavior we hope to see in others.
The annual starting base salary for this position is between $70,000 - $90,000 with OTE between $85,000 - $110,000, depending on experience.
Benefits: The benefits offered for this position can be found here. We provide 20 days of paid time off per year (prorated from your start date) in addition to all 11 federal holidays* and unlimited paid sick leave. (*US-specific benefits. For more details on our Canadian benefits, leave a note in your application.)
How to Apply: Applications for this position will be accepted via our job board. Excited about the opportunity, but worried you don’t meet all the requirements? Apply anyway, and give us both the chance to find out. We welcome you to read more about our approach to job descriptions by our VP of People, Melanie Naranjo. Curious to know what it’s like to interview with us? Read more here.
Ethena is proud to be an Equal Opportunity Employer and is committed to a diverse and inclusive workplace. We believe that a successful organization is one that celebrates its employees for who they are, who they love, and the unique lens through which they experience the world. Ethena does not discriminate based on race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or other legally protected status. We understand that our differences make us better. They empower us to learn from each other, lean on each other, and create a product and community that models the behavior we hope to see in others.
