About Paubox

Paubox is a remote-first B2B startup changing the game around HIPAA compliant communication, providing secure communication for modern healthcare. We are a series A company with over 6,000 customers that leverages customer feedback to build innovative email security solutions that our customers love. Our patented email security features protect healthcare organizations from internal and external cybersecurity threats, all with an unwavering focus on ease of use, security, and reliability. 

Pauboxers are an eclectic group of individuals from across the US, who find commonality in our customer-driven mission to make secure communication easier in healthcare.

At Paubox, we strive to create a remote workplace that is diverse, inclusive, and transparent. But being remote doesn’t stop us from building connections! Pauboxers connect through casual non-work Slack channels, quarterly team bonding events, one-on-one virtual coffee chats, and the occasional team or company-wide offsite retreat.

About the role

The Senior CSM plays a critical role in ensuring our customers have an exceptional customer experience with Paubox. The ideal candidate for this role will be someone who thrives in a fast-paced and ever-changing environment, and is passionate about helping our customers succeed.

Your Day-to-Day as a Senior CSM

• Successful CSM: Drive renewals and identify expansion opportunities.
• Customer Champion: Gather customer feedback and deliver an exceptional experience aligned with the customers’ desired outcomes.
• Drive Adoption: Work with customers to identify and develop appropriate use cases for our Paubox Marketing and Paubox Email API customers. 
• Relationship Builder: Own relationships with select customers, ensuring they get maximum value from Paubox.
• Collaborative Partner: Work closely with other CSMs to improve processes and elevate the team and overall customer experience. 

What You’ll Need to Succeed

• 4+ years as a CSM in B2B SaaS (or equivalent account management experience).
• Passion for helping customers succeed.
• Experience running business reviews with C-level executives.
• Exceptional communication and presentation skills.
• Quick learner with a knack for supporting and positioning technical products.
• Customer-centric, collaborative, organized, and highly responsive.
• A true team player who thrives in a fast-paced, dynamic environment.
• Bachelor’s degree or equivalent experience.

Bonus Points If You Have

• Experience with HubSpot.
• Experience with APIs.
• Familiarity with marketing platforms and marketing campaigns. 
• Understanding of email setup, configuration, and routing.
• Sales experience alongside customer success.
• Background in the healthcare industry.

How You’ll Measure Up

• Renewals of managed customer accounts
• Identification of expansion opportunities
• Customer product adoption (Paubox Marketing, Paubox Email API customers)
• Regular engagement with managed customers 

What you'll get from us

• Flexibility: A fully-remote work environment, no RTO here!
• Healthcare: Cigna or Kaiser Permanente healthcare coverage (location dependent), dental and vision insurance through Guardian
• Financial Perks: 401(k) retirement account and stock option grants
• Time Away: Sick and vacation time totally 28 days per year plus 8 paid annual holidays
• Growth and Development: $500 quarterly stipend for professional development

Salary data for this role

Base salary: $120,000 annual compensation

Variable compensation: Up to $20,000 annually based on performance