Madison Logic is seeking an experienced Enterprise Customer Success Manager to own client relationships with our top clients. You will act as a true consultant to the logos in your portfolio, focusing on increasing product adoption while ensuring their satisfaction and retention.
This role requires working Pacific Standard hours from 9am-5:30pm PST, i.e. 11am – 7:30pm CST

What You’ll Do | General Responsibilities

    • Establish a trusted advisor relationship with top tier, enterprise clients by ensuring successful delivery of their required outcomes via efficient customer onboarding, product implementation, campaign analysis and performance optimization
    • Forge strong relationships with internal sales representatives which reinforce your role as a trusted internal partner
    • Analyze and effectively communicate campaign performance results and insights – both internally and externally
    • Execute on Customer Success responsibilities with minimal need for oversight or assistance
    • Anticipate client needs, proactively offer recommendations, and offer the elevated level of responsiveness and follow-up expected of superior client support
    • Work with clients to define and achieve critical goals and other key performance indicators (KPIs)
    • Troubleshoot and resolve client needs independently and without need for escalation
    • Act as a client consultant focused on increasing product adoption while improving customer retention and satisfaction
    • Identify and nurture account expansion opportunities
    • Partner with various internal stakeholders to advocate for customer needs
    • Execute responsibilities with a minimal error rate (in relation to junior team members)

What You’ll Do | Senior Responsibilities in relation to CSMs:

    • Act as a resource by always making yourself available to answer questions, share best practices, and direct junior team members to the resources they need to be effective
    • Serve as a coach, mentor, and leader on the CS team, supporting junior team members as an escalation resource to troubleshoot and resolve customer issues
    • Coordinate and facilitate education sessions, training materials and ad-hoc special initiatives for the team
    • Optimize CS team processes and represent CS team cross-departmentally for special initiatives
    • Encourage and exemplify a culture of creative thinking, accountability and productive collaboration
    • This role requires working Pacific Standard hours from 9am-5:30pm PST, i.e. 11am – 7:30pm CST

Qualifications | Basic Requirements

    • 6+ years experience in Customer Success, Client Services, Account Management or equivalent
    • 2+ years experience as a proven role model CSM, supporting the development and success of your colleagues
    • 2+ years experience with Salesforce or other CRM platforms
    • Familiarity with display advertising and/or lead generation operations and technology preferred
    • Marketing and advertising agency relationships preferred

Qualifications | About You

    • “Can-Do” attitude with an inherent drive to exceed goals
    • Naturally curious with a passion for learning and process improvement
    • Detail-oriented, analytical and solutions-focused mindset
    • Advanced knowledge of Excel
    • Experience with Microsoft Office suite of products

Benefits and Perks:

    • Opportunities for Advancement – As We Grow, You Grow!
    • Competitive Benefits including Medical, Dental, Vision, and FSA plans
    • Employer-paid Life, AD&D and STD insurance
    • 401k with Company Match
    • Commuter Benefits (Transit & Parking)
    • Generous Paid Time Off including: 9 paid Holidays, 17 Vacation Days (to start!), Sick Time, Summer Friday Program, and Parental Leave
    • 2 Paid Volunteer Days
    • $100/month Work from Home stipend
    • Legal & Financial Services Benefits
    • Company Outings, Social & Charity Events, Sponsored Healthy Hours & Happy Hours
    • Wellness initiatives
    • Global Mobility Program
    • An innovative, energetic culture and a fantastic team!
Expected Salary (Dependent upon Experience & Location)
Base Salary: $95,000 – $105,000/year
Additional Compensation: Commission Based
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