As a Customer Success Manager, you will be the main point of contact for providing guidance to our strategic customers. You will work with our customers to outline their key performance metrics and assist them in utilizing our platform to optimize their workflow, and help them reach their digital marketing goals.

You will be a keen problem solver who can think quickly on their feet and diagnose customer issues. You will need to formulate a strategy and deliver results. CSMs have consistently proven to be self-starters who thrive in a fast-paced environment and are confident to take control of customer conversations and provide clear guidance on how high-value customers can accomplish their goals.

Your Area of Focus

• Nurture, expand and retain our Strategic customer base of customers spending over $15,000 in annual revenue.
• Understand clients’ business and digital marketing goals, set expectations, and assess what they need to achieve full system adoption.
• Develop a customized strategic plan for clients and proactively monitor progress, providing necessary resources to increase lifetime customer value.
• Conduct strategic outreach to your client base, focusing on adoption, retention, or revenue drivers using customer health and engagement analytics.
• Provide personalized recommendations on how adopting the core product or add-on services can drive value for clients.
• Achieve ARR Retention and Expansion revenue goals each quarter, ensuring all personally supported accounts are progressing towards full utilization of the application.
• Tailor conversations to clients’ needs, document and resolve open action items and critical gaps promptly, leveraging your product and customer knowledge.
• Demonstrate expertise in learning new solutions quickly and finding creative and strategic solutions for clients’ growth and goals.
• Deepen knowledge of industry, digital marketing best practices, and consultative selling tactics through continued learning opportunities provided throughout your tenure.
• Collaborate with Marketing, Product, and other Customer Success teams to test new initiatives’ effectiveness and provide customer feedback and workflow optimization opportunities.

Your Professional Qualifications

• 1+ years experience leading high value client projects or solving complex problems.
• A passion for energetic and fast-paced environments.
• Proven self-learner who thrives in the opportunity to take initiative.
• Demonstrated ability to quickly learn and adapt to new technologies.
• Excellent communicator with the ability to formulate digestible solutions.