Customer Success Manager

Introduction

The Customer Success Manager (CSM) is the key partner helping customers achieve their strategic

objectives and extract maximum value from their investment in our products. CSMs drive adoption, retention

and expansion of our products and services by being a trusted advisor to our customers. They are experts

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.

• Provide consultative guidance to our customers around how to best leverage our content marketing and

• Advocate customer needs to cross-functional teams
• Maintain existing and develop new relationships with executive sponsors, champions, and users

• Identify, monitor and assess customer health signals
• Design and drive internal and customer-facing plans to proactively encourage customer success
• Measure and communicate business value to executives, champions, and key stakeholders at business

• Partner with Account Executives on customer renewals and identify cross-sell/upsell opportunities
• Work closely with implementation managers, professional services consultants, and program managers on

• Work closely with Product teams to maintain an in-depth understanding of the technology and its

• Communicate value of new functionality as it relates to unique customer goals, use cases, and

• Channel product feedback, both defects and enhancement requests, to the Product, Engineering and R&D

Teams

• At least 3 years experience in a customer-facing, SaaS setting
• At least 2 years experience as the customer-facing lead, account manager, or relationship owner of SaaS

• A foundational understanding of the channels and technologies that support content marketing (social,

• Quick learner capable of handling concurrent tasks in a fast-paced environment with enthusiasm and

• Motivated self-starter who is comfortable bringing creative solutions to peers and leadership internally and

• Proficiency in leading change within complex organizations with little or no formal processes• Active listener who is able to influence and gain buy-in from multiple stakeholders, often with competing

• Ability to drive multiple projects simultaneously and independently
• Experience leading and facilitating in-person business reviews with executive presence
• Excellent presentation and communication skills

Education

Bachelors degree