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Customer Success Manager - North America

West Coast, US/Canada - Customer Success

The Opportunity 

Cascade is a global SaaS-integrated platform helping thousands of organizations to run their business, from business planning and departmental strategy, right through to tracking and execution of initiatives, team performance and more. We believe that the input of every single team member matters, and Cascade is the only platform that connects all of them to real outcomes and true success.

We’re tackling a seriously big challenge across companies of all sizes and having the best time doing it. Today, we are a team of 40+ mission obsessed people, building with our customers what is needed to help them grow. We’re excited about the scale-up phase we’re entering as we take a deeper dive into the future of work, and how team alignment becomes more important than ever across all organizations. We believe this evolution will be the catalyst that enables us to achieve our goal of putting Cascade in the hands of millions of people.

The Role

This isn’t your average Customer Success role. Our CSMs are champions of customer outcomes, and those outcomes happen to be the very strategy of their entire business. This job is like an executive MBA on steroids, with consistent face time with leaders from many of the world’s biggest brands. With Cascade as your tool, you’ll help them solve all sorts of problems from building the world’s best Formula One car, to battling the AIDS epidemic, to building a supply chain for COVID vaccines (<--all real customer outcomes tracked in Cascade). You’ll meet at the crossroads of business expertise and technology know-how to drive meaningful change in real time. 

This is an incredibly important role as you will directly impact the growth and trajectory of Cascade. You will be masterful with internal and external engagements and put the customer at the heart of everything you do. At Cascade, it is critical that our customer-centric culture is embedded across all teams, and we require a deliberate leader who can help shape this approach. You will be working cross-functionally with global teams to help take this established start-up to the next level, and become a unicorn.

Key Responsibilities

This is the ideal role for you, if:

  • You can balance the deep interpersonal skills required for one-to-one relationships with the broad communication skills required for one-to-many scenarios such as conferences, events, product launches and more
  • You’re comfortable working in a role that requires a blend of strategic thinking and hands-on customer-facing activity
  • You feel comfortable presenting to executives in some of the highest positions of world-leading organizations
  • You’re as interested in delivering feedback to help improve our product as you are with solving customer needs

Responsibilities include:

  • Overseeing and partnering with a slice of our customer base to understand business objectives and deliver ROI throughout the entire customer lifecycle
  • Drive the expansion strategy to accelerate and increase ACV for existing Cascade customers
  • Perform rich, value-driving sessions with customers that deliver consultant-level results around strategy and technology
  • Analyze all aspects of our customer lifecycle, identify the largest areas for improvement, and implement creative strategies to capitalize on these opportunities
  • Create advocates by listening to customers closely and delighting them with impactful product and user experiences
  • Develop playbooks and processes that ensure our GTM functions can scale to meet the needs of our customers, resulting in long-term strategic partnerships
  • Work with our marketing teams to commission new customer stories and narratives to feed an advocacy-led content marketing lifecycle to power growth
  • Team closely with Marketing to drive greater awareness of Cascade in the North American region, along with planning industry, account, and product focused events.

KPIs

Whilst the specific KPIs of the role will evolve over time, you’ll typically be responsible for helping to drive metrics such as:

  • Daily / Monthly Active Users (# & %)
  • Expansion Rate
  • Churn Rate
  • MRR of your Portfolio
  • Referrals

Apply Now: