About our client: Our NYC client is a high growth SaaS startup marketing platform empowering strategic brand partnerships and comprehensive analytics.
About the role: We are looking for an experienced Customer Success Manager to be a strategic partner to their clients. You’ll play a key role in ensuring that clients adopt the platform and be responsible for strategically driving value for our clients while promoting account expansion and retention. The Customer Success Manager will work collaboratively with the client and the Director of Customer Success to understand clients’ needs, discover opportunities, determine potential and develop strategic execution and expansion plans.
The ideal candidate will have 3+ years experience in managing client relationships in a fast-paced environment, preferably at a small company or startup. This is a client-facing role requiring strong problem-solving skills and an ability to think strategically in order to drive value while providing a return on client investments.
Responsibilities:
- Manage a portfolio of accounts with a specific focus on superior customer satisfaction, owning the renewal term and cross selling / up selling when appropriate
- Develop and execute strategic client roadmaps with named accounts to ensure successful adoption and continual engagement of the platform
- Build and nurture close client relationships to drive account expansion and growth, in line with goal of providing a return on client ROI
- Fully responsible for driving the actions to deliver against organizational and Customer Success specific OKRs and individual KPIs
- Meet and exceed adoption and retention targets while maintaining an active pipeline
- Collaborate with Engineering, Design and Customer Success teams to translate client needs and technical challenges into business solutions
- Identify client goals and work closely with the Partnerships team to bring marketing campaigns to life on the platform
Qualifications:
- 2-5 years of experience in a client-facing role
- Must have experience working in a client-facing role at a B2B SaaS or technology company
- Demonstrated success with strategy-based client management, with a particular focus on retention and account growth
- Detail-oriented and data-driven with the ability to use qualitative and quantitative insights in developing strategic client and business plans
- Ability to meet and exceed account retention quotas
- Excellent presentation and communication skills; comfortable with distilling seemingly complex information into clear and concise explanations
- Exceptionally organized and have the ability to manage evolving priorities and sales pipeline
- An entrepreneurial, self-motivated and an ambitious mentality;
- A strong work ethic, collaborative and flexible mentality with a hunger to learn
Why You’ll Love this Job:
- They work with smart, interesting people, and directly with entrepreneurs in the portfolio. If you love startups, and are keen to grow and develop your skills, all while working alongside amazing colleagues, we want to talk to you!
Benefits:
- The co-workers are a close-knit, intelligent, and motivated team.
- They offer competitive health, dental, and vision insurance for employees and their dependents, including commuter and FSA pre-tax benefits.
- Unlimited PTO so you can take the time you need.
- Summer Fridays from July 4th Weekend to Labor Day each year
- You’ll love where you work. They have a bright and modern collaborative office space.
- A vibrant and active culture including weekly catered lunches and breakfasts, happy hours, movie nights, sporting events, and a monthly book club.
- They value diversity and inclusivity. They are an equal opportunity employer and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Compensation: competitive base salary, bonus + options+ employee benefits
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