At Sonos we want to create the ultimate listening experience for our customers and know that it starts by listening to each other. As part of the Sonos team, you’ll collaborate with people of all styles, skill sets, and backgrounds to realize our vision while fostering a community where everyone feels included and empowered to do the best work of their lives.This role can be done from homeBuilding the world’s leading sound experience starts with the experience we provide for our people. That’s why we’ve been distributed from the start: initially between offices in Boston & Santa Barbara, and now with additional offices in Seattle, San Francisco & Paris. This role can be done from anywhere in the United States - any of our offices, or remotely from home. It’s about impact, not location.Sonos is looking to hire a Senior Customer Success Manager to support Sonos Professional customers across a variety of verticals including food service, retail and healthcare. As an early hire on our new Customer Success team, you’ll have the opportunity to make a big impact on shaping the Customer Success function at Sonos. Our Customer Success team onboard new businesses, manages relationships with existing businesses, and is the voice of the customer in sharing feedback with the product team. What you’ll doOwn the end-to-end experience of onboarding businesses to the Sonos Pro product for the first timeConsult with the customer in pre-sales discussions and post-sales setup activities Build relationships with Sonos Pro customers, with goal of driving strong retention and customer satisfactionUse data to proactively identify opportunities for product adoption and customer educationAct as a liaison between the business customer and all internal Sonos teams, including sharing customer feedback with the product team to drive ongoing improvementsPartner with Marketing team on creation of educational content, such as webinars, videos and help guides Design and implement playbooks and processes to help the Customer Success organization scale Partner with the Customer Support team to drive an exceptional customer experience, including handling escalations from business customers Skills you’ll needBasic Qualifications At least 4+ years experience in a Customer Success or Account Management roleProven track record of customer advocacy, and of exceeding customer satisfaction and retention goalsSuperb verbal and written communication Empathy, respect, and strong interpersonal skills, which will enable you to build relationships within Sonos and with our customersPreferred QualificationsExperience supporting a SaaS product and Mid-Market and/or Enterprise customers Have worked cross functionally with Marketing, Sales, Finance and Product teamsComfort with ambiguity and adapting to change in a fast-paced environmentExperience with basic network troubleshooting Familiarity with Sonos productsWe consider a wide range of factors when determining compensation, which may cause compensation to vary depending on your skills, experience and qualifications. This job is also eligible for discretionary bonuses as well as an opportunity to become a Sonos shareholder because all full time employees are eligible for stock grants. The minimum base pay may be modified in the future based on changing market conditions. The starting minimum base pay for this role is: $120,000We offer a comprehensive package of benefits including open time off, medical/dental/vision insurance, 401(k), and other benefits subject to eligibility requirements. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.Your profile will be reviewed and you'll hear from us once we have an update. At Sonos we take the time to hire right and appreciate your patience.Notice to U.S. Job Applicants: Sonos is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.Follow the links to review the EEO is the Law poster and its supplement. The pay transparency policy is available here. Sonos is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to accommodations@sonos.com and let us know the nature of your request and your contact information.
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