Sr. Client Success Manager

Sr. Customer Success Manager

Our client is seeking a talented Sr. Customer Success Manager, passionate about engaging their customers and expanding their use cases.

They are a high growth Software-as-a-Service (SaaS) with offices in Boston and New York. Their team is fast and agile and the successful candidate must have impeccable relational and communication skills, creating win/win environments for all parties that you work with.

The successful candidate will be the owner of multiple client relationships and is wholly responsible for defining, measuring, and ensuring not just customer satisfaction, but RAVING happiness. You will oversee customer on boards, upgrades, and projects and will be accountable for on-going service delivery, client satisfaction and increase in customer’s engagement with us.

Our client has a collaborative, innovative culture, and you’ll work closely with sales, on boarding, sales development, and marketing. This role reports directly into the Sr. Director of Customer Success for North America and will be based in Boston or New York.

Performance Objectives

• DELIGHT customers with best-in-class customer service.
• Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction.
• Identify, develop, and close upsell opportunities.
• Work with each customer to define measurable success metrics. Ensure that all integrations are fully utilized to meet customer goals. Measure progress on an ongoing basis, identify any improvement areas, and lead efforts to achieve total customer satisfaction.
• Become a product expert so you can speak intelligently on the value and usage of each part of the platform’s system and offer suggestions that will improve customer integration, utilization, and satisfaction.
• Be clairvoyant – identify and neutralize potential problems before they arise.
• Rapidly respond to customer questions and concerns.
• Work with cross-functional teams to deliver completed projects that meet customer expectations.
• Develop, prepare, and nurture customers for advocacy.
• Advocate customer needs/issues cross-departmentally.
• Program manage account escalations.
• Thrive in a high-growth, rapid pace environment, managing through ambiguity and rapidly changing conditions.

Qualifications

• Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
• Experience from the digital / online-industry, and experience from the software sales business with a demonstrated track record of success, self-discipline, and high-level of motivation.
• Good understanding of revenue models that support the online media business, online advertisers and/or e-commerce players.
• Creative, solution-oriented and passionate for fast-growing SaaS business
• Proven ability to drive continuous value of our product(s).
• Familiarity working with clients of all sizes.
• Impeccable written and verbal communication skills.
• Detail oriented and analytical.
• Strong team player but still a self-starter.
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly.

Requirements:

• 3+ years of relevant experience.
• Prior experience in closing sales deals at the executive level is a plus.
• You’re driven: No one needs to push you to excel; it’s just who you are.
• Eager to learn, adapt and perfect your work; you seek out help and put it to good use.
• You want to help and serve our customers: They win, so you win.