Customer Success Manager

Unclassified - Scottsdale, AZ

Full-time - Mid Level

Scottsdale, AZ

About the position

As a Customer Success Manager at Audience Republic, you will play a pivotal role in ensuring our clients derive maximum value from our all-in-one CRM and marketing platform tailored for events and venues. Your primary responsibility will be to manage a diverse Book of Business, overseeing the entire customer journey from onboarding to renewal. This includes conducting regular engagement check-ins at 3, 6, and 9 months, as well as Success Reviews and Work In Progress (WIP) meetings. You will be tasked with identifying up-sell and cross-sell opportunities while meeting renewal and expansion targets across North America and Europe. In this role, you will segment customer engagement strategies based on their needs, whether they require high-touch, low-touch, or strategic interactions. A critical aspect of your job will be to proactively identify customers at risk of churn and implement strategies to retain them. You will assist clients in launching effective marketing campaigns, ensuring they adhere to best practices, and help them understand their pain points and key performance indicators (KPIs) they aim to achieve with our platform. Your efforts will directly contribute to the success of our customers and, by extension, the growth of Audience Republic. We are looking for someone who thrives in a fast-paced startup environment and possesses a solution-oriented mindset. You will be expected to treat your Book of Business as if it were your own company, demonstrating ownership and accountability in your approach. Your role will not only impact our customers but also significantly influence the overall success of our organization.

Responsibilities

• Identify up-sell and cross-sell opportunities and deliver against set renewal & expansion targets in North America and Europe.
• Manage a Book of Business end to end, from onboarding to engagement, Success Reviews, WIPs, and Renewals.
• Segment customer engagement based on high touch, low touch, and strategic needs.
• Preemptively identify customers at risk of churn and implement churn save strategies.
• Assist customers in launching marketing campaigns and ensure adherence to best practices.
• Ensure customers are receiving value from the platform and understand their pain points and KPIs.

Requirements

• At least 2 years of experience in Customer Success for a SaaS company.
• Experience working in a startup environment.
• Self-starter with a solution mindset, treating the Book of Business as their own company.
• Experience in the music or events industry is preferred but not mandatory.
• Based in East Coast Canada.

Nice-to-haves

• Experience in the music or events industry.

Benefits

• Opportunity to contribute product ideas regardless of team.
• High autonomy environment with accountability and transparency.
• Fast career growth opportunities for motivated individuals.
• Work with a team that genuinely cares about their work and each other.