Our client is a brand network and partnerships marketplace with B2B SaaS AI technology. Their technology helps marketers save time by facilitating collaborative campaign planning and leveraging data-driven insights to recommend the most powerful partnerships to our customers.
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 the clients while driving revenue expansion and retention. The Customer Success Manager will work collaboratively with clients to understand clients’ needs, discover opportunities, determine potential and develop strategic execution and expansion plans.
The ideal candidate will have 2+ 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 high volume portfolio of accounts with a specific focus on superior customer satisfaction, owning the renewal term and cross selling / up selling appropriately
- Develop and execute client roadmaps with accounts to ensure successful adoption and engagement of the platform
- Build and nurture client relationships to drive account expansion and growth, in line with communicating client ROI and ROAS
- Fully responsible for driving 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
- 2-3 years of experience in a client-facing role
- Must have experience working in a client-facing role at a B2B SaaS or technology company and high volume client base
- Demonstrated success with strategy-based client management, with a particular focus on retention and account expansion
- Detail-oriented and data-driven with the ability to use qualitative/quantitative insights in developing strategic 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; adaptable to role extending past traditional functions
- 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!
They can promise:
– The co-workers are a close-knit, intelligent, and motivated team.
– Unlimited PTO so you can take the time you need.
– They offer a competitive health, dental, and vision insurance for employees and dependents.
– Summer Fridays from July 4th Weekend to Labor Day each year.
– Plan for the future. Take advantage of the 401k program.
– Competitive Parental Leave benefits.
– Commuter and FSA pre-tax benefits.
– They have a bright and modern collaborative office space located in the heart of Soho. Currently hybrid working enviornment.
– A vibrant and active culture including weekly catered lunches and breakfasts, happy hours, movie nights, sporting events, and a book club.
Compensation: competitive base salary, bonus + employee benefits