We are seeking a driven candidate to join our Customer Success organization as a Manager of our Enterprise East Customer Success Team. In this role, you will manage and support a team of individual contributors as they expand their books of business and refine their Customer Success skills. You will work directly with your team on a daily basis to be strategic thought partners for their customers to deliver against their email & SMS marketing goals.
Your responsibilities will include leading a team accountable for three primary functions: (1) building and executing a world-class strategic customer success program; (2) utilizing a exceptional proactive CSM motion to drive revenue and retention attainment and portfolio growth, NDR; and (3) collaborating with Sales, Product, and Professional Service Teams to ensure an exceptional customer journey.
Why Attentive needs you
- Establish, nurture, and lead a high-impact Customer Success team that operates with urgency, strategy, and delivers measurable results for our Enterprise customer base
- Execute a proactive CSM motion including Account Prioritization, regular QBRs, Annual Planning, and Success Plans with a focus on driving net dollar retention
- Partner closely with sales and account management to drive product expansion across our existing customer base
- Analyze customer data and market trends to inform strategic decisions and enhance the customer experience
- Drive the adoption of performance marketing best practices within the team to enhance customer outcomes
- Own outcome of renewals including pricing, packaging, value-selling, and commercial negotiation
- Actively support members of the Enterprise CS team by providing feedback on calls and written communication, presenting and developing relationships with Customer Leadership, and addressing real-time inquiries
- Collaborate on identifying and executing strategies for team growth and development, emphasizing skill enhancement, performance improvement, and alignment with Attentive’s business objectives
About you
- Minimum of 2 years of management experience in a high-growth software SaaS organization
- 5-10 years of combined experience in sales, customer success, or renewal sales, with a preference for experience in the Enterprise customer success segment
- Possess deep knowledge of go-to-market strategies and strong process management skills
- Personable and enthusiastic about coaching and developing employees internally while fostering strong customer relationships externally
- Committed to continuous learning and adept at receiving and implementing feedback
- Strong entrepreneurial mindset, self-motivated to work independently within tight timelines to achieve ambitious goals
- Exceptionally detail-oriented and organized
- Experience in recruiting, developing, and managing teams
You’ll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.
For US based applicants:
– The US base salary range for this full-time position is $115,000 – 140,000 annually + bonus/commission + equity + benefits
– Our salary ranges are determined by role, level and location
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