As a Publishing Customer Success Manager, you are a critical part of our customer-facing team. You’ll be responsible for understanding customer requirements, implementing and onboarding new customers, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction. You will work with our customer C-Suite and executive teams, as well as our day to day counterparts to drive successful outcomes. Monitoring the health of customer relationships, you will predict and navigate customer challenges and offer solutions that drive satisfaction, retention, and cross-sell/up-sell opportunities.

Key Responsibilities 

  • Strengthen publishing client relationships health post-sale by deeply embedding yourself in their accounts to drive high engagement
  • Serve as a client advocate who will drive strong renewal rates, reduce churn, and generate higher wallet share
  • Proactively manage customer health and engagement to mitigate risk
  • Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value
  • Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
  • Collaborate with relevant ecosystem partners in professional services, customer support, or marketing organizations to ensure client success measures are met.
  • Develop and execute strategic plans for internal stakeholders as well as quarterly business reviews
  • Bring value to clients beyond the technology through event promotion and sharing content program best practices
  • Quickly identify accounts where usage is low, understand why and take action to increase adoption

Practical stuff we anticipate you having

  • 3+ years of customer success/account management experience, preferably in SaaS business environment
  • Experience balancing the needs of multiple stakeholders and working under tight time frames with resource constraints (3-5 years)
  • Experience successfully building senior-level business relationships and facilitating conversations at all levels, including the C-suite.
  • Proven track record in a client-facing role, driving client engagement, handling difficult situations and challenges, and delivering exceptional client service
  • Demonstrates high degree of organization and proficiency leveraging internal systems
  • Fundamental understanding of design and digital marketing
  • Team-oriented and with a strong ability to develop relationships internally and externally
  • Self-driven and proactive nature
  • Patient and active listener with a passion for service
  • Strong business acumen
  • Excellent communication and interpersonal skills
  • Bachelor’s degree or equivalent experience
  • Publishing experience a plus

What we’re looking for from the heart

  • Passion, enthusiasm, energy, humor, team player mentality and the ability to convey this through communication and presentation skills.
  • Intellectually curious; you want to understand everything about our customers & market opportunity.
  • Comfortable working in a complex and constantly-evolving customer success environment to drive successful customer success outcomes, strengthen key client relations while handling multiple initiatives at once.
  • Strong network of contacts and excellent communication skills – confidence to build relationships at all levels.

Key Things to Know

  • We want you to start ASAP
  • This is a full-time position
  • This is a remote first role
Compensation
  • Ranges from $70,000 – $90,000 base salary
  • Ranges from $100,000 – $140,000 OTE + benefits (see section below)
  • Pay range varies depending on qualifications and experience

Benefits

  • Stock options
  • Premium health insurance
  • 401K match
  • Paid parental leave
  • Unlimited vacation days
  • Wellness Fridays (Half Day Fridays)
  • Excellent gear (Macbook Air, external monitor, etc.)
  • Stipend for the home office set up
  • Growth and Learning opportunities within the company
  • Virtual experiences in which Cerosians can collaborate, educate, and create social connections with one another
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