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Customer Success Manager

4 months ago

Austin, United States Varite Full time
Pay Range: $50-52/hr

Duties:
  • The 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 include:
  • Accountable for Customer's overall success with Client, 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 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 Client Experience Cloud 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 use Client solutions to advance their digital maturity
  • Identify Customer risk, and collaborate with the extended Client team to build and activate "get well" plans
  • Be the voice of the customer internally at Client - 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
Skills:
What you need to succeed:
  • 10+ years of Customer Success experience in Software as a Service, Digital Marketing
  • Experience working at or with Agencies
  • Passion for driving customer success and measurable outcomes with and 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 partnership
  • 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 digital marketing and/or digital media 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%)
Education:
  • Bachelor's Degree and/or relevant work experience