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
Job Overview
Job alerts

Subscribe to our weekly job alerts below and never miss the latest jobs

Sign in

Sign Up

Forgotten Password

Job Quick Search

Cart

Basket

Share