Customer Success Manager

About the position

In this role, you will serve as an industry-specialized Customer Success manager passionate about helping your accounts achieve their goals for personalization at scale, unifying voices for a cohesive plan of action and quantifying impact along the way. Industry Customer Success Managers deliver an outstanding experience for top customers, including responsibilities for strategic account planning, use case adoption, advocacy and value realization.

Responsibilities

• Accountable for Customer's overall success, including planning, customer health, multi-solution adoption, and measurable impact through the lens of industry specialization
• Act as the central point of contact throughout the Customer's lifecycle, define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels
• Network within accounts in order to achieve successful execution of client's strategy and roadmap
• Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align, track and evolve customer business goals
• Drive adoption of Client Experience Cloud products - using data to provide insights and progress from baseline through the maturity curve
• Champion innovation by sharing industry thought leadership and new ways your customers can use Client solutions to advance their digital maturity
• Identify Customer risk, and collaborate with the extended Client team to build and activate 'get well' plans
• Be the voice of the customer - sharing strategic use-cases, process improvements and asks back into the internal ecosystem
• Participate in ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers' success

Requirements

• 10+ years of Customer Success experience in the Tech Industry (Software as a Service, Digital Marketing, etc.)
• Passion for driving customer success and measurable outcomes with and demonstrated success advising customers to deliver business value
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnership
• Strong consulting skills
• Ability to prioritize, multi-task, and perform under pressure
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Existing knowledge of software in digital marketing and/or digital media space, including data platforms, content management and customer journeys
• Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
• Validated experience with account planning & customer success plans, including leading and facilitating executive meetings and workshops
• Effective at leading executive C-level discussions and presentations
• Flexibility to travel (approx. 20%)

Benefits

• Remote work opportunity
• Competitive pay rate of $52/hour
• 12-month contract duration