Client Introduction

Our client delivers an all-in-one online marketing solution that integrates email marketing with search, social, and mobile channels, as well as embedded Deliverability and Web analytics.

This unique solution grows with the needs of online marketers and provides actionable insights to help make intelligent decisions and improve results.

Job Description

Simply put: The Manager of Customer Success will be responsible for managing a team of Premier Customer Success Representatives to deliver and demonstrate value to our Premier customers. The role will be focused on ensuring the highest levels of customer success and end-user adoption as measured by performance against customer retention, renewals and up-sell revenue objectives.

Job Responsibilities

Define and manage the relationship "touch points" and success metrics for our largest customer relationships

Ensure that the team is enabled to deliver value to customers by understanding customer marketing requirements, analyzing their campaign metrics, establishing goals for improvement and implementing tactics to achieve those goals.

Mentor Customer Success Reps and provide guidance on individual account strategy, especially in complex scenarios

Meet and exceed customer retention objectives

Meet and exceed assigned renewal and upsell revenue objectives.

Collaborate with other departments, including support, professional services, marketing, product management, and sales to ensure customers are receiving the best possible experience and getting support from appropriate areas of the organization

Job Experience

In this role we expect the manager to Lead by Example and be a player/ mentor / coach to a group of 3-4 customer care reps that are eager to please our customers.

Required Experience

1-3 years minimum experience managing an Account Management / Customer Relationship Management team for a SaaS company

Experience managing SMB and top-tier enterprise customers

Prior responsibility managing a team with a book of $30M annual revenue

Ability to multi-task and work independently in a fast-paced and rapidly-growing company

Excellent presentation, verbal & written communication skills

Ability to problem-solve independently, while knowing when to escalate appropriately and in a timely fashion

Strong quantitative skills to understand customer data and recommend appropriate relationship actions based on that data

Demonstrated leadership ability

Highly organized with exceptional follow up skills

A relentless dedication to customer success

Required Education

BA/BS degree or equivalent

Compensation for this role is Base (listed above) plus Bonus & Equity.