Customer Success Manager, Emeryville, CA

Lithium Technologies, a leader in on-demand, online community software, is seeking a Customer Success Manager (CSM) to join our support team in working with our enterprise customers. Lithium has been creating and providing community, discussion forum software following the SaaS model for seven years. Customers such as Dell, AT&T Wireless, Comcast, and many others provide online communities for their customers using our software.

Job Responsibilities:

  • Serve as Project Manager for new customer launches, acting as a trusted advisor to large and strategic customers, and coordinating the efforts of the implementation team.
  • Provide regular support and guidance to your assigned customers related to Community Management best practices.
  • Understand and document customer requests for customizations and new features, submitting their requests to engineering, and monitoring and managing the subsequent deployment.
  • Become an expert user of our software so you can answer customer questions.

This position requires significantly more project and account management experience than a standard help desk job. Help disk experience alone will not be sufficient. Further, it requires a firm grounding and passion for Web 2.0 technologies and issues.

Lithium offers competitive salaries, excellent benefits, a 401(k) program, stock options, an informal work environment and a convenient location in Emeryville.

Requirements:

  • BA/ BS plus 2-5 years of corporate, customer-facing experience.
  • Significant project and account management experience.
  • A firm grounding and passion for the potential of Web 2.0 interactions.
  • Ability to speak and write clearly and professionally.
  • Moderation and/or Management of online communities experience a plus.

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Why Work at Lithium?

The right product - proven communities that work
The right technology - it's all about SaaS
The right people - over 100 fun, smart, hard-working, enthusiastic, and passionate team members...you get it, we love what we do
The right space - a 12,637 square foot wide-open loft in a former manufacturing space which translates to tall ceilings, tons of natural light and exposed brick walls
The right place - with neighbors like EA, Pixar, LeapFrog, and plenty of other thriving Web 2.0 companies in the surrounding area, there's lots of activity here in the E. Bay
The right amount of fun - a break room with TVs, multiple gaming consoles, a pool table, two ping-pong tables, board games galore, and coloring books (yes, some of us are parents)
The right time - pre-IPO / pre-Acquisition, 6 years self-funded and profitable, last round of funding in June, 2008
The right packages - medical, dental, vision, 401k. Everything you'd expect for yourself and your family
The right feel - it's a rush being in the middle of it all