A Little Bit About Us:

Balto was founded to redefine how humans and machines work together to optimize human communication, and we're just scratching the surface. If you're excited by the opportunity to join a dynamic team initiating a technological revolution in Real-Time Guidance, Balto is for you.

More than just a company, Balto is a community, a community committed to empowering each of our members and serving our community. This mission is at the heart of our organization. As a Customer Success Manager, you will perpetuate this mission by creating and maintaining excellent relationships between Balto and its customers that foster continuous and successful partnerships.

Balto's Real-Time Guidance understands phone conversations and tells people what to say, live in their conversations. In 2018, Balto guided fewer than 1 million conversations; today, Balto has guided over 50 million conversations (we celebrated with cake). By the end of this year, Balto will guide over 200M conversations.

Real-time Guidance is a brand new product category, and Balto is leading the pack. We're making sure that humans understand each other - the opportunities are endless.

Balto's customers, including name-brand retailers and Fortune 500s, use Balto's real-time guidance technology to scale "perfect" to thousands of sales and service agents with the push of a button and get immediate insight into what's working on their phone calls and what's not.

But enough about us, let's talk about you!

Here's What a Customer Success Manager Does

"We're not competitor obsessed, we're Customer Obsessed."

- Jeff Bezos

Your mission will be to manage the accounts of our new and existing customers and provide them world class assistance, resources, and insight they need to utilize Balto to its fullest potential and facilitate their continued business.

So what does it take to fulfill this crucial role?

We're looking for an empathetic, organized, and driven customer success professional who is passionate about managing accounts and going the extra mile to help achieve their customers' goals.

You might be an excellent fit for the role if you love connecting with clients and understanding their needs, deescalating business roadblocks, and taking an active role in continuing and expanding future business with pre-existing customers.

What kinds of responsibilities might you take on?

• Build programs that position Balto as a trusted advisor to executives & key stakeholders
• Drive customer adoption and prove out Balto's ROI
• Work cross-functionally leveraging expertise and resources in Support, Sales, Engineering, Marketing, Product, and Operations
• Manage the contract renewal and expansion process for assigned customers

Skills & Requirements

• 3+ years of Customer Success or Account Management experience
• Proven track record working with enterprise-level relationships
• Self-driven with a passion for providing value to customers
• Exemplary written and verbal communication skills
• A strategic, detail-oriented thinking style
• Data analysis skills
• Working knowledge of Excel
• Change and adoption management experience a plus

We have plenty of benefits. Baltonians rave about these the most:

• Medical, dental, and vision insurance to make quality healthcare affordable
• Life insurance to protect your loved ones in the worst-case scenario
• 401k to save for your retirement
• Unlimited Paid Time Off to give you the flexibility to make relaxation, family, and community priorities
• Paid parental leave (paternal and maternal) for you to spend that precious time with your newest family member
• Generous stock options, so you can be a meaningful owner of the company as it grows
• A quarterly professional development program and stipend to inspire continuous professional growth. You can use it for nearly anything that makes you a better version of yourself - from chess lessons to college courses (this one is definitely a crowd-favorite)

Balto's Values

Start with gratitude: Stay humble, recognize others, and make the most of everything.

Always be growing: Never stop learning. Be a force of growth for yourself and others.

Leadership is Ownership: See the problem. Do the solution. Own the result.

Balto's People

We have all kinds of people, including musicians, chefs, painters, gear heads, gardeners, philosophers, gamers, movie buffs, woodworkers, and polo players. And at least one aspiring hockey player... we'll see.

Baltonians say things like:

• "Coming together as a team to build something innovative and unique."
• "Contagious energy that keeps me motivated all day."
• "I L-O-V-E it at Balto since day one! They know how to have fun while getting the work done."

Is Balto named after that Cartoon Dog?

Well, kind of - that cartoon dog was actually named after a real dog. Balto successfully guided his pack through a harrowing journey across Nome, Alaska, in 1925 to deliver medicine to the ice-locked town. We liked the metaphor: our technology guides people to be successful throughout their conversations, scouting ahead and providing helpful support. Just like in 1925, a human is still in charge, but humans (and dogs) are always better off with a companion.

Fun Fact: After his journey, Balto was recognized as a hero with a commemorative statue in Central Park. We've visited, and he looked like this.