Customer Success Manager

PILOT is growing our crew!

We are hiring a Customer Success Manager to help our company expand its impact. Our customers buy PILOT to help employees become powerful at work, which can be measured by engagement, productivity, capability and retention. If you are motivated by bringing value to internal and external stakeholders, and ready to join a mission-driven company, then this role is for you.

PILOT is a certified diverse-owned business, a NYC-based startup with a 100% remote team and virtual business model. We are democratizing career development to help employees, managers, executives and HR all achieve more success every day. Click here to see the results PILOT is having in actual users’ lives.

The Customer Success Manager will report directly to our Director of Customer Success and will interface consistently with our CEO, marketing, sales, product and operations leaders. This strategically important role will interface with and build relationships that include our most senior executive customers.

At PILOT, each of us have an opportunity to collaborate, learn, and create some of our best work. If you’re excited to grow a company and grow along with us, apply today!

In this role, you will be responsible for:

  1. Securing Retention and Renewals - Drive the entire customer lifecycle with an emphasis on long-term business planning and sales goals, Prevent churn and ensure renewals

  2. Driving Growth and Expansion - Build and enhance customer relationships to achieve optimal profitability, Negotiate contracts with customers and meet established deadlines in accordance with long-term goals that meet their needs and PILOT’s, Identify, scope, and deliver Professional Services 

  3. Optimizing the Customer Success Department - Contribute to the success of our team by creating standard processes, running strategic experiments, and developing ways of powerfully delivering results for our customers and PILOT

  4. Onboarding and Adoption - Take ownership and accountability for meeting and exceeding customer satisfaction, adoption, and engagement within your book of business, Prep Fireside Chat Executives to provide scaled mentoring to their company cohorts

  5. Being the Voice of Our Customer - Develop a thorough understanding of customers’ needs and requirements, Partner with PILOT’s leaders to share customer insights to enhance and uplevel our product, Be the voice of customers across our crew, especially when collaborating with product, delivery, and sales teams

You’re a great fit if you have:

  • Demonstrated Sales Experience:

    • Proven track record of growing long-term strategic accounts on your own

    • The motivation to work within established metrics

    • Dynamic and energetic communication skills - written, phone, leading and joining meetings

    • Strong negotiation skills, especially in large organizations

    • 4+ years of Account Management, Sales, or Customer Success experience

  • Strong Ability to Build and Drive Relationships 

    • A passion for building trust and relationships with a broad range of partners: C-Suite, senior executives, business owners, and day-to-day users of the software

    • A bold, strategic, and agile mindset with working in a fast-paced, quick-changing environment

    • Proven ability to design, build, and lead customer engagement strategies that turn contacts into vocal advocates

    • Exemplary cross-functional collaboration and communication skills

  • Personal Connection to the PILOT Mission and Industry

    • A connection to PILOT’s mission to empower everyone to feel powerful at work

    • Interest or experience in HR best practices, Diversity, Equity, & Inclusion, and Learning & Development

  • Working knowledge of Hubspot, Google Docs, Microsoft Office, Asana, Zoom, and Slack

What It’s Like to Work at PILOT

We are a small team of high performers, with a willing spirit, great attitudes, and a sense of humor. You’ll get the recognition you deserve on a small team, oftentimes a thing that gets lost in larger companies. We want to celebrate your wins! 

At PILOT, you have the opportunity to grow with us and receive direct feedback on your performance and development as a professional. As a startup, this position has huge potential for growth and leadership. Whether this includes visiting customers in person, attending our yearly offsite, being involved in business strategy, shaping the PILOT products, attending conferences and tradeshows, or making strides in DEI work - the experiences are powerful and impactful. We act quickly on promising ideas and empower each of our crew to truly own their role and function. The sky's the limit!

The Customer Success Manager’s provisions include:

Annual Salary of $90,000-$110,000, depending on qualifications and experience

  • High quality medical, dental, and vision insurance plans granted upon your first day of employment

  • 401(k) plan with generous company matching

  • 14 Paid Company Holidays

  • 15 days of Paid Vacation Time

  • 5 days of Paid Sick Time

  • Unique travel perk that pays for passport issuance or renewal for employees and a +1 of their choosing, as well as either Global Entry or TSA Pre-Check for those who qualify

  • Dynamic company values and empowering operating principles that align everyone at PILOT (including employees, customers, vendors and contractors) for maximum collaboration and success

  • A PILOT MacBook, multiple external monitors, ring light, green screen, wireless mouse and keyboard, and the best SaaS tools to make asynchronous work easy and effective

  • Work from home (US based) with flexible, consistent, working hours primarily from 9am ET - 6pm ET, Monday - Friday. Please note this role requires United States work authorization from a United States remote work location.

Apply for PILOT today!

It’s simple! Just send your resume and 3 sentences with what you’re looking to do in your career to coreyann
PILOT was intentionally founded by a former HR executive, Ben Brooks. PILOT is a Certified LGBTQ and Disability-Owned Business Enterprise and is deeply invested in developing the careers of our customers and our employees.

Learn more about PILOT’s values here.

Apply today!