Senior Customer Success Manager

1 month ago

New York, United States Simon Data Full time
About Us

Simon Data was founded in 2015 by a team of successful serial entrepreneurs. We are an enterprise customer data platform that empowers marketers to create personalized data-driven experiences for the customers. We're scrappy problem solvers who believe in tackling big challenges with disruptive thinking and giving our customers the support they need to deliver great next-generation experiences at scale.

Simon Data is a data-first customer experience orchestration platform, designed to disrupt the marketing technology and marketing cloud category. Simon's platform empowers businesses to use enterprise-scale data and machine learning to power customer communications across every channel. Our unique approach allows brands to develop one-to-one relationships with their customers without building a bespoke in-house data infrastructure.

At Simon, we firmly believe that business success starts and ends with people. We all do our best work when we are surrounded by other friendly top performers who want to succeed together. This attitude is core to our values. When you trust your team, invest in their development, and give them ownership, great things happen.
The Role

We are seeking a Senior Customer Success Manager to lead strategic client engagements, drive technical solutions, and manage renewals and upsells. Simon's CSMs serve as the primary point person for our clients - high growth venture backed companies and leading enterprise brands In this role you will lead every phase of the post-sale relationship, from integration to campaign development and launch to renewal. Simon CSMs are responsible for maximizing client value on our platform, helping to develop strategies driving millions in incremental revenue for clients and enabling clients to implement these strategies within our platform. You will be responsible for client engagement across the platform and ensuring overall client happiness and renewals.

This position is ideal for you if you are someone who is analytically-minded and interested in learning tech from the ground up, but also communicates clearly and is passionate about building relationships. This is a great opportunity for someone who wants to work for a scrappy start-up and learn a plethora of skills by wearing a lot of hats

What You'll Do
  • Engage with business and marketing leaders to understand their strategy in using our platform and the marketing and data teams to implement that strategy. This includes leading data driven and product discussions with business leaders
  • Work with Simon Data's customers on data integration and analysis to help drive their retention marketing and customer lifecycle goals
  • Lead integration efforts with clients, working closely with our integration engineering team to provision client accounts, get data pipelines configured and ensure the client is setup for success on the Simon platform
  • Build client relationships
  • Educate customers on new product offerings and drive adoption
  • Increase the services and the value that Simon provides our customers
  • Negotiate renewals by ensuring platform value is realized to the fullest extent
  • Generate referrals through introductions from current happy clients
  • Champion processes and product improvements
  • Drive and improve our efficiency and effectiveness by developing materials, tools, and processes for efficient and effective integrations with our clients' systems
  • Work closely with technical and product teams to determine the short and long term product roadmap - be the voice of the customer to drive product initiatives
  • Develop systems to streamline the engineering support we offer clients post-integration
  • Compile training materials to keep clients well versed in the nuances of our complex product offerings
  • Collaboration and Influence: Work closely with cross-functional teams, including Sales, Customer Success, Product & Engineering, to drive successful outcomes for customers and for TAM
  • 20% travel to client meetings and trade shows expected.
Qualifications
  • 5+ years of experience in consulting, customer success, or client facing roles
  • Analytical skill set, with experience in Excel or BI platform
  • Have used CRM tools (i.e. Salesforce) and Project Management tools (i.e. Taskray)
  • Experience with CDWs (Snowflake, Google BigQuery and Redshift are a plus)
  • Operate independently / autonomously / minimal supervision
  • Strong eye for business, ability to strategically partner with clients
  • Strong project management and individual organizational skills
  • Results-driven strategic problem solver who is able to thrive in an unstructured and fast-paced environment
  • Experience managing enterprise or large SMB customers ranging various adoption of the platform and customer health (10-15 customers)
  • Query language experience a plus (e.g. SQL)
  • Experience managing technical experience in complex customer environments with strong product command and technical knowledge
  • Thoughtful, curious and a problem solver
  • Bachelor's degree in Engineering, Mathematics, Economics or other quantitative field
This position is remote, however, candidates must live in Eastern Time.
What We Offer
  • 100% coverage of medical premiums for employee AND family
  • Flexible PTO
  • Generous Maternity and Paternity Leave
  • Remote work, quarterly wellness, and client support stipends
  • Professional Development Stipend

In compliance with the state and city salary transparency requirements, the potential salary for this position is from $95,000 to $120,000 which represents a range commensurate with experience.

Visa sponsorship for this role is currently not available.
Diversity

We're proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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