Customer Success Manager - Remote

Overview

The Customer Success Manager is the trusted advisor to our customers. You will focus on relationship building, proactive outreaching and driving value and strategy conversations with our customers. These activities will in turn promote overall customer satisfaction, product adoption, retention, renewals, and spend through the platform. The ideal candidate has a history of success driving value based conversations and consulting with customers on strategic approaches to leveraging SaaS products.

In Short

• Provide industry and platform expertise to help customers derive valuable insights from our product
• Advise customers on best practices in order to drive maximum value and ROI from the platform
• Partner with Account Managers to build growth strategies for your book of business and work with them to secure successful renewals and expansions
• Empower customers to connect their goals and challenges with Sendoso’s offerings
• Build trusted relationships with key stakeholders within customer organizations to drive adoption, ensure renewals, and create new revenue opportunities
• Develop customized success plans that both accelerate adoption and provide the customer with a path to achieve their desired outcomes with Sendoso
• Take ownership of new accounts and manage their onboarding in conjunction with the Onboarding Team
• Leverage data to develop communication strategies driving the greatest impact at scale
• Lead online webinars, consultations, and one-on-one demos to educate customers on the features of our product
• Project manage the customer journey using internal and external resources as needed
• Run a high-touch process with customers to ensure that they're realizing the full potential of Sendoso’s platform
• Build, own, and execute client success and engagement plans
• Leverage Customer Success technology tools (Catalyst, Salesforce, Tableau, etc.) to understand customer health and run plays to mitigate risk and churn.

Requirements

• 3-5 years working in a B2B SaaS environment, Martech industry experience a must
• Proven ability to navigate sophisticated Enterprise organizations to accelerate product adoption, influence collaboration, and promote opportunities for growth.
• Ability to interact and collaborate with key stakeholders within customer organizations at the Executive and decision-making level
• Excellent interpersonal skills, with the ability to communicate efficiently with individuals at all seniority levels
• Proven track record of meeting or exceeding performance and retention goals
• Experience with Salesforce
• Project management experience is a plus

Benefits

• We work sustainable working hours
• We offer “take what you need” PTO, and have a genuine, supportive culture around work life balance and boundaries.
• We are consistently building, refining and automating processes to aid our work; we encourage each team member to propose and adopt new technologies, frameworks, and processes that make us more effective as an organization
• Some of us work near or in corporate offices (pandemic permitting) but many of us work remotely full time. You are empowered to choose the environment that maximizes your happiness, engagement and ability to reach our shared goals
• We provide comprehensive benefits to reward and support our employees