Customer Success Manager

3 weeks ago

New York, United States ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time

The Company:

  • Globally established, best-in-class solution, providing a social & email management platform.
  • AI-powered to optimise everything the user does. It can even run campaigns completely autonomously.
  • A recognised SaaS platform with a positive social and economic impact


The Opportunity:

Reporting directly to the COO, you’ll be joining a small, but globally spread CSM team, where you will take ownership of c.60 clients with a book value of $1.7M ARR.


This is a total accountability Customer Success role where you will be involved in everything from onboarding, through to renewal, adoption and account growth. You will own your accounts entirely and work closely with support, sales, product and engineering to drive maximum client satisfaction and retention.


Success is measured by retaining and growing your account base with bonus linked to: GRR, CSQL creation and the reduction of cancellations.


Although a scale-up business, these guys are used by leading brands across the globe and they have recently launched two additional products that are changing the way their clients operate digitally. Their product range is fantastic and really gives you a chance to bring value to your client base – Like any scale-up, you’ll need to be strategic and forward-thinking, but happy to truly get stuck in


The ideal candidate:

  • 4+ years of Customer Success Experience, managing mid-market to Enterprise level accounts.
  • Commercially aware and confident of growing account value through upsell and adoption. (A background in sales or account management would be beneficial)
  • Confidence to work with a book of 40+ client accounts and able to manage their time accordingly.
  • Social media savvy and experience in the publishing, media or agency world (Not essential).
  • A well-versed approach to high touch, customer management. You will regularly engage with your clients and provide value with every interaction.
  • Self-motivated and able to work autonomously.
  • The desire to learn and improve. No ego’s here
  • A team player Support the team, learn from the team, be part of the team
  • Experience of working with decision makers in the social media / digital space.


Whilst this role is remote (US), you MUST be based on the East Coast.

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