Customer Success Manager

ON24 is on a mission to help businesses bring their go-to-market strategy into the AI era and drive cost-effective revenue growth. Through its leading intelligent engagement platform, ON24 enables customers to combine best-in-class experiences with personalization and content, to capture and act on connected insights at scale.

Role Overview

Customer Success Managers (CSMs) are responsible for the relationship between ON24 and elite clients. This role coordinates setup, implementation, training and maintenance on various ON24 products and partner platforms. It requires an organized individual comfortable interfacing with clients, handling multiple projects, and facilitating cross-functional projects involving sales, engineering, finance, and external client teams.

Primary Responsibilities

• Act as a trusted advisor to end users and their management to drive product adoption and ensure they leverage the solution to achieve agreed operational priorities, leading to full business value.
• Conduct frequent reviews with accounts to determine customer satisfaction, risk, and drive KPIs.
• Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success.
• Act as the client point-of-contact to ensure successful execution of all client engagements.
• Consistently meet project timelines and exceed client expectations.
• Onboard new customers to hit key milestones in partnership with cross-functional teams to facilitate account set-up, implementation, training, and ongoing account review and modification.
• Assist with the renewal process for annual account renewal.
• Collaborate closely with product management, R&D, marketing and sales to improve operational processes and act as the voice of the customer to drive better customer results.
• Ensure customers have ongoing guidance and access to supporting tools hosted by ON24, including client training portal, knowledge center, and platform support ticketing system (chat, email and phone).

Essential Experience

• At least 3 years of work experience in Customer Success Management or Account Management.
• Experience in consultative or solution-based selling, with the ability to identify and understand customer needs.
• A bachelor's degree or the equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities.

Essential Skills

• The ability to work effectively with all levels of the organization to complete assigned projects within the specified timeline.
• Professional experience with Microsoft Outlook, Word, Excel, PowerPoint, and Salesforce.
• Excellent organizational, planning, and communication skills.
• Integrity, creativity, intellectual curiosity, high standards, persistence, and achievement-oriented.
• Proven ability to collaborate and build strong relationships with customers, especially at the executive level.

What We Currently Offer

• An evolving tech business that moves at a fast pace, offering the best aspects of a ‘start-up’ mentality day-to-day, but as part of an established and diverse multinational with a proven product.
• The opportunity to take ownership – given autonomy to cultivate success in your role as part of a clear strategy and structure.
• An entrepreneurial environment – encouraging open dialogue for new ideas, ways of working, and innovations.
• A hybrid working model to be together as a group in our modern Kings Cross office.
• A place to learn – heavy on personal and professional development that allows you to both soak up knowledge from some of the best in the industry, and own your own career.
• Competitive compensation package including equity and comprehensive benefits.
• Reimbursements currently covering helpful extras such as reasonable home office equipment expenses, mobile phone use, and weekly lunches provided at the office.
• 25 days holiday as standard – plus bank holidays – and additional floating and 'wellness days' to be used as you like.
• Office-wide events planned, organised and expertly delivered by our amazing in-house 'Culture Club'.

EEOC Statement

ON24 is proud to be an equal-employment-opportunity workplace to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ON24 complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.