Customer Success Manager

4 weeks ago

Bethesda, United States Collage Group Full time
Job DescriptionJob Description

Customer Success Manager

Location: Hybrid, 2 days/week in Bethesda, MD office

Overview:

Collage Group is the leading Cultural Intelligence Platform supporting 250+ iconic US brands. We empower brands to engage effectively in today’s diverse marketplace by providing cultural insights and best practices, helping organizations unleash the power of culture to drive brand growth. 

Are you an expert in consumer insights, market research and data analytics? Do you have commercial experience driving retention and expansion for a SaaS platform in the consumer marketing space? As a Customer Success Manager (CSM), you'll partner with iconic brands, ensuring they maximize our cultural research, SaaS platform, and professional services. Join our driven, diverse team and be part of transforming the industry while fostering diversity, inclusion, and collaboration.

Responsibilities:

  • Lead client onboarding, training, and day to day engagement strategies, supporting Account Directors (ADs) to achieve key success milestones monthly and quarterly.
  • Drive adoption of our research, data, and analytics by aligning offerings with client goals.
  • Train users to maximize value from the Insights Hub, SaaS platform, and data tools.
  • Report key performance metrics to internal and external stakeholders, ensuring customer satisfaction.
  • Track customer engagement with professional service offerings and provide relevant insights.
  • Offer proactive outreach to share updates on new content, webinars, and product enhancements.
  • Coordinate with internal resources to deliver exceptional customer experiences.
  • Scope and translate customer needs for the Cultural-Strategy Team to deliver premium servicing requests.
  • Communicate product changes, gather customer feedback, and drive product improvements.
  • Provide basic user support and technical troubleshooting.

Qualifications:

  • 2+ years in Customer Success, preferably in MarTech or AdTech SaaS.
  • Strong interpersonal skills and the ability to engage with clients across various platforms.
  • Attention to detail, organization and project timelines.
  • Enterprising mindset with the ability to take initiative and drive action.
  • Client-centric orientation with a passion for problem-solving.
  • Strong technical aptitude and willingness to learn new technology.
  • Bachelor’s Degree, preferably in marketing, advertising, sales, or business.

Collage Group is an equal opportunity employer, fostering diversity and inclusion in the workplace. All employees must be authorized to work in the United States

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