Customer Success Manager (Remote)

$105,000 - $140,000/Yr

Aprimo - Chicago, IL

Full-time - Mid Level

Hybrid - Chicago, IL

Professional, Scientific, and Technical Services

About the position

As a Customer Success Manager (CSM) at our SaaS company, you will play a vital role in ensuring our customers succeed and derive maximum value from our product. You will guide customers through their entire journey, from onboarding to adoption and value realization phases. By understanding their needs, you will act as a trusted advisor, ensuring they fully leverage our platform's capabilities to meet their marketing objectives.

Responsibilities

• Develop an intimate understanding of your customers' businesses, conduct health checks
• Represent to our customers as a trusted advisor, advocate and marketing thought leader/subject-matter-expert, conduct regular executive business reviews
• Enlighten our customers with insights gleaned from their own data and industry trends
• Ensure customers get maximum value from Aprimo by leveraging full platform functionality
• Liaison between your customers and all the internal teams
• Handle customer concerns with confidence, putting them at ease
• Develop a network of champions within each account through education, coaching, and strong influencing skills
• Own the customer journey through various stages: Onboarding Phase, Adoption Phase, Value Realization Phase
• Work closely with the Onboarding Specialist and lead the onboarding process for new customers
• Monitor and analyze customer usage patterns and behavior to identify increased adoption and engagement opportunities
• Collaborate with customers to understand their business goals and provide strategic insights

Requirements

• Four-year degree required
• Minimum of 4 years' experience in a CSM role in a B2B SaaS Company
• Solid understanding of marketing technology and SaaS products
• Excellent communication and interpersonal skills to build strong relationships with customers
• Proven experience working with US based customers is highly desired
• Analytical mindset to interpret data and provide actionable insights
• Proven ability to foster internal/external relationships, overcome objections and motivate clients

Nice-to-haves

• Willingness to be on Camera
• Excellent organization, planning and project management skills
• Ability to schedule, manage and liaise daily touchpoints with Customer and Internal resources on a US/EMEA work schedule
• Must be an independent self-starter possessing excellent time management skills
• Ability to operate with minimal guidance; must be able to exercise sound judgment and decision making in challenging situations
• Must be an expert at developing and maintaining positive and productive relationships with clients

Benefits

• Medical, dental, vision, HSA, FSA, 401(K), life insurance, parental leave, and mental health resources all beginning on first day of employment
• Unlimited PTO
• Flexible work schedules
• Bonus program that pays out quarterly
• Competitive benefits coverage that begins on the first day of employment
• Employee Assistance Program (EAP) that provides employees with mental health resources and therapy consulting