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 subscribing customers across our entire platform suite. This role is responsible for the effective enablement that leads to successful adoption of the ON24 solution. This is a role which requires an organized individual, who is comfortable interfacing with clients, handling multiple projects with both long and short timelines, and facilitating projects involving sales, engineering, finance, and external client teams.

Primary Responsibilities

• Act as a trusted advisor to the 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 KPI’s.
• Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success.
• Act as client point-of-contact to ensure successful execution of all client engagements.
• Consistently meet project timelines and ensure client expectations are exceeded.
• Partner with the ON24 Onboarding & Launch teams to ensure new customers hit key milestones.
• Assist with contract renewals, including identifying risk, deploying save plays, consulting on commercial conversations to help scope the most viable solution set for upcoming renewal.
• Collaborate closely with various cross-functional teams (Product Management, R&D, Marketing and Sales) to improve operational processes and act as voice of the customer with those teams to drive better customer results.
• Document all communication with users and accounts accurately and in a timely manner via system tools.
• Ensure customers have ongoing guidance and access to the supporting tools ON24 hosts to support enablement including client training portal, knowledge center, platform support ticketing system (chat, email and phone).

Essential Experience

• At least 2 years of work experience in Customer Success Management.
• 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 effectively 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 multi-national 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 (complete with coffee machine, snacks, drinks fridge, standing desks, etc).
• 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', to make sure that even in a hybrid workplace we're not forgetting the importance of socialising!

EEOC: ON24 is proud to be an equal employment opportunities (EEO) 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. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Pursuant to the San Francisco Fair Chance Ordinance, ON24 will consider for employment qualified applicants with arrest and conviction records.