Customer Success Manager

The Customer Success Manager (CSM) is the key partner helping customers achieve their strategic objectives and extract maximum value from their investment in our products. CSMs drive adoption, retention, and expansion of our products and services by being a trusted advisor to our customers. They are experts on our products and technology, digital strategy, and on growing a culture of harmonizing, understanding, and acting on digital data. CSMs accomplish this by being empathetic and seeking to understand our customers\’ challenges and needs, and respond with a problem-solving mindset. By relying on past experience, business acumen, and technical aptitude, CSMs are the driving force that enable our customers to unlock their digital potential. Additionally, the CSM serves as the liaison between us and the customer – facilitating collaboration with Product, Engineering, Sales, Professional Services, and others to be the voice of the customer within our company.

Job Responsibilities

In partnership with Account Executives, own the overall relationship with assigned clients in a blended portfolio of 25-40 customers, focusing on: growing adoption and ensuring retention, expansion, and satisfaction.

1. Work with customers to build and execute on a success plan that establishes critical goals and key performance indicators.
2. Ensure customers adopt best practices for both running their digital program and in using our platform.
3. Aid customer teams in exposing program value to their organization.
4. Support the development of the Customer Success Management team by mentoring and inspiring fellow CSMs through example and professional and personal experiences.
5. Drive accountability for deliverables internally and among customer and partner teams.
6. Assess and provide perspective on customer challenges related to technical implementation, marketing strategy, and building a culture of harmonizing, understanding, and acting on digital data.
7. Through regularly conducted touchpoints, establish a trusted/strategic advisor relationship with assigned customers and drive continued value of our solution and services.
8. Coordinate appropriate resources for each meeting to obtain the desired outcome.
9. Identify and develop opportunities for new usage of our product across organizational functions and business units.
10. Educate and advise on potential use cases for new or unused features of our platform.
11. Manage account issues and escalations.
12. Maintain your own current functional knowledge and technical knowledge of our platform.
13. Collaborate with services to produce and implement solutions to customer challenges.
14. Collect product feedback and advocate for customer needs within the company.
15. Stay on top of industry news, technology products, platforms, and partners to provide and maintain a deep industry and ecosystem expertise.

Knowledge and Experience

3+ years of experience in a related function with direct customer contact and engagement experience, in a post-sale or professional services function, preferably at a SaaS-based company.
Prior experience in a Customer Success Manager Role or equivalent with a history of increasing satisfaction, adoption, and retention.
Familiarity working with clients of all sizes, especially B2C mid-market and enterprise retail organizations.
Experience working with web or mobile app product and development teams.
Experience with customer data platforms (CDP), digital marketing platforms, e-commerce platforms, and a real passion for new technologies.
Project and stakeholder management experience & skills.

Education

Bachelors degree and preferably further professional training in direct marketing a plus.

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