Customer Success Manager

Bridgeline Digital - Woodbury, NY

Full-time - Senior

Woodbury, NY

Publishing Industries

About the position

If you have an interest in digital engagement technologies, as well as the desire to grow with a dynamic company, make a major difference within a flourishing organization and thrive on working in a fast-paced and exciting environment, then this Customer Success Manager opportunity with Bridgeline Digital is for you. Bridgeline helps customers maximize the performance of their digital experience - from powering and optimizing websites and intranets to online stores and marketing campaigns. The Bridgeline Product Suite deeply integrates Web Content Management, eCommerce, Site Search, Merchandising, eMarketing and Actionable Insights. Bridgeline's eCommerce 360 go-to-market strategy is hyper-focused on helping our customers grow by providing complementary technologies that help drive more traffic, increase order value and drive conversion which results in increased revenue growth. The Bridgeline platform powers digital experiences for thousands of customers that range from small and medium-sized businesses to enterprise, Fortune 1000 companies. Bridgeline has been recognized by industry analysts as a leader in Content Management, Commerce, Site Search, Merchandising and Marketing Automation technologies and has won multiple industry awards. We are looking for a senior-level professional with account management or client service experience to manage key account relationships, applying their comprehensive understanding of digital marketing and eCommerce technologies. The ideal candidate for this role is a self-starter who seeks to develop positive customer experiences, fostering and expanding customer accounts to contribute to the overall revenue growth for the Company. The Customer Success Manager will promote retention of their accounts and strive for an overall positive customer experience with Bridgeline's products and services. The Customer Success Manager is a fast learner, is well-versed on the technical side of digital experiences and can offer strategic insight with the customer on their digital strategy. The ideal candidate will have experience in upselling/cross-selling additional products and services to customers that enhance their digital experience and provide added value to the customer. The Customer Success Manager will work closely with other departments and cross-functional teams to ensure customers' needs and expectations are met.

Responsibilities

• Develop trusted relationships with decision-makers with each assigned customer and serve as the lead point of contact.
• Understand each customer's digital strategy and work with the team to make and communicate strategic recommendations based upon Bridgeline's products and services.
• Identify and cultivate cross-sell and upsell opportunities to drive company growth.
• Gather feedback from clients to help inform product and services team on continual improvements.
• Maintain expertise on industry trends/practices and competitive landscape.
• Promote the value of the Bridgeline products and services to drive upsell and cross-sell opportunities to contribute to overall company revenue goals.
• Manage, track and cultivate existing customer accounts including key contacts, communications, call activity, account notes, pipeline of license and services opportunities using CRM.
• Act as an escalation point to the customer relationship, seeking to expedite and improve all aspects of the customer experience with the company.
• Promote a positive customer base for products and locate brand advocates to share the product's benefit and value in customer testimonials, ratings and reviews, success stories, press releases, webinars, etc.
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs.
• Optimize existing processes within the company and actively enhance all Customer Success initiatives.
• Understand high level implementation goals and objectives and provide account oversight to the professional services team on active engagements.
• Participate in key customer status meetings and conduct quarterly business reviews (QBRs) with customers to review overall program objectives, outstanding project summary, KPIs results & areas for improvement, strategize on future business opportunities, highlight new product features & services, gather feedback on product roadmap, overall adoption and retention.
• Work closely with project managers to monitor project health, identify risks and scope creep while proactively working with the project team to offer solutions when needed.
• Consistently manage client relationship to ensure satisfaction and retention, including conducting quarterly business reviews with key stakeholders.
• Identify, document and negotiate new opportunity proposals including the creation and delivery of statements of work, new license agreements, change requests, post implementation retainers.
• Lead the charge in creating happy, reference-able customers while promoting Bridgeline Digital's value.

Requirements

• Bachelor's degree with at least 5 years of customer success experience.
• Strong account management and sales experience managing a number of enterprise accounts simultaneously.
• Exposure to subscription- and renewal-based business processes, upselling, or cross-selling as well as knowledge of and experience in implementing Customer Success best practices.
• Excellent communication, customer presentation and writing skills - in person, on the phone, through email and over web presentations.
• Exceptional ability to communicate and foster positive business relationships.
• Technical skills required, as they relate to the use of the Bridgeline products and services.
• Strategic thinker with the ability think and respond quickly in front of customers.
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.
• Able to collaborate across the organization and with external stakeholders.
• Experience successfully working with senior (C-level) executives.
• Strong organizational skills with keen attention to details.
• Experience analyzing and optimizing the existing processes in the Customer Success department.
• Deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.
• Willing and able to address escalated client issues with speed and urgency.
• Experience working with web technologies and software implementations.
• Understanding of the design and development of interactive web applications and software implementations.
• Understanding of web technologies and third-party applications and platforms.
• Competencies in Salesforce, HubSpot, MS Office, Jira, and other related project management software and common communications tools is required.
• Knowledge of Content Management, eCommerce, Site Search and/or eMarketing Systems.
• Travel - Up to 20% of your time may include travel for client visits, conferences, networking events or other work-related events.

Benefits

• Competitive base salary and benefits, uncapped commissions, paid vacation and holidays, 401K and more.
• Dynamic, open-minded company with great opportunities for personal development.
• Work with the newest development and digital engagement technologies.
• An organization where suggestions are encouraged, and your influence can be felt within the company.
• Professional development and career advancement opportunities.
• Inspiring, fast-paced and flexible environment with a work hard / play hard culture.