Customer Success Manager

Introduction

The Digital Customer Success Manager (CSM) is the key person helping customers extract maximum value from their investment in our products. The Digital CSMs drive adoption, retention and expansion of our products and services by being a trusted advisor to our customers. They are experts on our products and technology, digital strategy and on growing a culture of harmonizing, understanding, and acting on digital data. CSMs accomplish this by being empathetic and seeking to understand our customers' challenges and needs and respond with a problem-solving mindset. By relying on past experience, business acumen, and technical aptitude, CSMs are the driving force that enable our customers to unlock their digital potential. Additionally, the CSM serves as the liaison between us and the customer – facilitating collaboration with Product, Engineering, Sales, Professional Services and others to be the voice of the customer within our company. 

Job Responsibilities

• ​​​​In partnership with Sales, own the overall relationship with teh Digital BoB containing 300 - 400 customers, focusing on: growing adoption and ensuring retention, expansion and satisfaction.
• Work with internal teams for customers to build and execute on a success plan that establishes critical goals and key performance indicators. 
• Ensure customers adopt best practices in using our platform. 
• Aid customer teams in exposing program value to their organization Support the development of the Digital team by mentoring and inspiring fellow team members through example and professional and personal experiences.  
• Drive accountability for deliverables internally and among customer and partner teams.  
• Assess and provide perspective on customer challenges related to technical implementation, marketing strategy and building a culture of harmonizing, understanding, and acting on digital data.  
• Through responding to customer requests through Zendesk, establish a trusted relationship with customers and drive continued value of our solution and services.  
• Coordinate appropriate resources for each request to obtain the desired outcome.  
• Identify and develop opportunities for new usage of our product across organizational functions and business units.  
• In close collaboration with interbal teams, educate and advise on potential use cases for new or unused features of our platform.  
• Manage account issues and escalations.  
• Maintain your own current functional knowledge and technical knowledge of our platform.  
• Collaborate with services to produce and implement solutions to customer challenges.  
• Collect product feedback and advocate for customer needs within the company.  
• Stay on top of industry news, technology products, platforms and partners to provide and maintain a deep industry and ecosystem expertise. 

Knowledge and Experience

• 3+ years of experience in a related function with direct customer contact and engagement experience, ina post-sale or professional services function, preferably at a SaaS-based company. 
• Prior experience in a Customer Success Manager Role or equivalent with a history of increasing satisfaction, adoption, and retention.  
• Familiarity working with clients of all sizes, especially B2C mid-market. 
• Experience working with web or mobile app product and development teams. 
• Experience with customer data platforms, CMS, digital marketing platforms, e-commerce platforms, and a real passion for new technologies.  
• Project and stakeholder management experience & skills. 

Education

Bachelors degree and preferably further professional training in direct marketing a plus

Competencies