Sr. Customer Success Manager

Found in: Appcast Linkedin GBL C2 - 2 weeks ago

Chicago, United States Russell Tobin Full time

Sr. Customer Success Manager

Pay Rate: $47-52 / hour

Hybrid: Chicago, IL

Contract: 3-6 months (multiple positions available)


We are reinventing how brands succeed by changing the world through digital experiences. Join us and work with digital marketing leaders and innovators as a trusted executive advisor on how to create scalable, useful personalized customer experiences. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours


We are hiring a Senior Customer Success Manager to join our team focused on digital experiences. To achieve the significant opportunity ahead, our Customer Success team needs to lead the post-sales customer experience, driving adoption and value for our customers. In this role, you will serve as an industry-specialized Customer Success manager passionate about helping your accounts achieve their goals for personalization at scale, unifying voices for a cohesive plan of action and quantifying impact along the way. Industry Customer Success Managers deliver an outstanding experience for our top customers, including responsibilities for strategic account planning, use case adoption, advocacy, and value realization. We hire dynamic, passionate, and creative individuals, adept at storytelling who thrive in fast-paced environments.


What You'll Do:

The Senior Customer Success Manager will be responsible for customer-facing leadership to evangelize mutual success plans, engagement strategies, and frameworks for measurable impact. You will use strong executive presence and have a deep understanding of digital marketing, applying diverse sources of information, especially business trends and metrics, towards innovative customer experiences.


Responsibilities:

  • Accountable for Customer’s overall success, including planning, customer health, multi-solution adoption, and measurable impact through the lens of industry specialization
  • Act as the central point of contact throughout the Customer’s lifecycle, define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels.
  • Network within accounts in order to achieve successful execution of the client's strategy and roadmap
  • Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align, track, and evolve customer business goals
  • Drive adoption of digital experience products – using data to provide insights and progress from baseline through the maturity curve
  • Champion innovation by sharing industry thought leadership and new ways your customers can advance their digital maturity
  • Identify Customer risk and collaborate with the extended team to build and activate “get well” plans
  • Be the voice of the customer internally – sharing strategic use-cases, process improvements, and asks back into the internal ecosystem
  • Participate in ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers' success


Requirements:

  • 10+ years of Customer Success experience in Software as a Service, Digital Marketing
  • Passion for driving customer success and measurable outcomes with demonstrated success advising customers to deliver business value
  • Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnerships
  • Strong consulting skills
  • Ability to prioritize, multi-task, and perform under pressure
  • Exceptional organizational, presentation, and communication skills, both verbal and written
  • Existing knowledge of software in the digital experience space, including data platforms, content management, and customer journeys
  • Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
  • Validated experience with account planning & customer success plans, including leading and facilitating executive meetings and workshops
  • Effective at leading executive C-level discussions and presentations
  • Flexibility to travel (approx. 20%)

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