At Donut we are on a mission to create more trusting, collaborative, and successful work relationships. We believe genuine relationships are the key to being engaged, happy, and successful at work.

Donut came together over a shared passion to help people connect, and the insight that strong relationships at work are the bedrock of a successful team. Employees who feel socially connected to their coworkers express greater individual purpose and fulfillment, less workplace loneliness and isolation, and improved performance and productivity. We are building a company that embodies those ideals while instilling them in others.

Our customer team is a small but mighty trio supporting a fast-growing base of 12,000+ teams with big revenue goals.

We’re looking for an experienced customer success manager to build and own meaningful relationships with our annual customers. Donut’s mission is to create connections that build authentic relationships, which in turn creates collaboration and camaraderie — and we’ll be relying on you to live that mission when it comes to managing accounts. You’ll be equal parts teacher, trusted advocate, and product expert to help customers build connected and productive teams.

As our first dedicated customer success manager, you’ll also play a key role in developing both strategy and processes for customer success operations.

What You’ll Do

• • Bring a unique vision for how customer success should operate at Donut, and execute on that plan
  • Be a first point of contact for valuable annual customers after contracts close, assisting with account setup, customer onboarding, and implementation
  • Establish a proactive, ongoing relationship-building strategy that you’ll execute with customers
  • Run QBRs to help customers achieve their goals, and identify meaningful opportunities for expanded usage
  • Monitor health metrics for accounts, and troubleshoot when necessary
  • Lead the charge on negotiating and winning renewals
  • Collaborate with our product team to advocate for customer needs and requests, and our marketing team to produce collateral for implementation and/or renewal processes

About You – Musts

• • 5+ years of experience in a customer facing role, including at least 2 years of experience as a customer success manager working with organizations of 500+ employees
  • Experience with B2B SaaS and using Slack in a professional setting
  • Proven track record of owning relationships and managing a book of business, including negotiating renewals
  • Is curious and creative – We love our customers, and know you will too! The ability to ask good questions, be empathetic, and search for innovative solutions are important to us
  • Hours: This is a remote-friendly position, but you must be able to regularly take meetings between 10am-6pm ET

About You – Bonuses

• • Have been a CSM at 2 or more companies
  • Experience working with freemium or self-serve B2B SaaS products
  • Knowledge of Intercom and/or Hubspot

Benefits (full-time US employees)

– Medical, Dental, and Vision benefits

– 401(k) with company match

– Diversity, Equity, and Inclusion program

– Unlimited paid time off and 10 company holidays

– Paid family leave

– MacBook

– Monitor stipend

– Home office stipend

– Mental health benefit

Donut has made millions of connections and is used by over 12,000 companies. Donut has raised $12M in venture-funding from investors including Accel, Bloomberg Beta, FirstMark, and Slack Fund: https://techcrunch.com/2020/10/29/donut-watercooler/

Donut is an equal-opportunity employer and we value diversity, equity, and inclusion at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.