Senior Customer Success Manager, Industry

At the company, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute:
Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.

Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If the company sounds like a place where you can thrive, we can’t wait to meet you.

As a Senior Customer Success Manager, you will work closely with high-profile established brands to help them realize value from their investment in the company.

• Partner with Account Executives to ensure commercial alignment & drive client renewals, retention & net retention targets for your customers

• Be your customers’ main point of contact and trusted advisor at the company

• Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their objectives with the company

• Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and the company

• Proactively analyze your customer product usage to identify opportunities and risks to account health

• Maintain ongoing contact with your customers through ad hoc communications, regular check-ins, events, and Executive Business Reviews

• Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development

• Provide continuing education for customers to maximize product usage, identifying new or unused the company features that could provide value for your customer and represent an upsell opportunity for the company

• In addition to being a dedicated contact for strategy, product training inquiries, and non-technical support, you will coordinate with other the company teams including Technical Support, Industry Solutions, and Deliverability Services to ensure your customers receive the support they need simply and seamlessly

• Work with Onboarding Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity

• Act as a point of escalation for customers

• Provide mentorship to junior colleagues

• You will likely spend time onsite with customers and may travel [internationally]

Please note this job description cannot cover every duty you may need to undertake; your line manager may ask you to handle other reasonable responsibilities commensurate with the role.

You are an established customer success professional who finds satisfaction in helping your customers achieve great things and in helping your colleagues grow. You have an excellent track record in customer success or a related role and are seeking to progress your career with one of the industry’s most advanced customer success teams by working with established, household-name, enterprise customers with over 1,000 employees.

• You are an excellent communicator with exemplary written and verbal communication skills coupled with unparalleled follow-up skills. Clients and colleagues have the impression that you listen and understand the strategic problems they are trying to solve

• You’re excited by working with medium and large technology companies who move fast, and want to build new customer experiences quickly

• You’re known for being a “team player.” We just can’t emphasize this enough

• You build great relationships with colleagues and customers

• You have a high level of intellectual curiosity. You see opportunity…