Salary Range
\(100,000.00 - \)130,000.00 per year base salary (dependent on relevant experience, geographic location, business needs, and market demand)
About Us
We are a dynamic technology company that provides a Motivation AI platform generating personalized communications at scale. Our platform inspires individuals to engage and act, driving significant business value for many of the world's largest brands. We foster an inclusive culture where every team member’s unique perspective is valued, and we are committed to creating a diverse and supportive work environment.
What We Are Looking For
We are seeking a dedicated Customer Success Manager to partner with both internal teams and customers to drive value through the adoption of our platform. You will collaborate with customers daily to build relationships, establish success metrics, track results, drive utilization, and uncover growth opportunities.
Responsibilities
- Customer Engagement: Serve as the primary day-to-day client contact, driving customer engagement and adoption of our platform.
- Strategic Planning: Apply a results-oriented, methodical approach to collaboratively develop and execute an account plan and operating playbook that moves customers along a maturity path.
- Objective Delivery: Deliver against customer's strategic organizational objectives on a quarterly, semi-annual, and/or annual basis.
- Relationship Building: Build and expand core relationships throughout the organization.
- Opportunity Identification: Partner with CS and Sales leadership to identify and expand account opportunities.
- Advisory Role: Act as an advisor, expert, and evangelist of our products and testing methodologies: educate and onboard customers, develop users and supporters, build a story of program success, and advocate for customer needs.
- Collaboration: Work with marketing managers, analysts, and deployment specialists at your customer account to identify and plan campaign opportunities.
- Meeting Leadership: Lead bi-weekly or monthly status calls and other ad hoc working sessions (planning, support, results review).
- Governance: Play a leading role in business reviews and program governance meetings and serve as the primary point of escalation.
- Problem-Solving: Use creative problem-solving to manage multiple work streams simultaneously and deliver results in a fast-paced environment.
- Skill Development: Identify opportunities for process or product improvements to enhance customer experience and outcomes.
- Analytics and Marketing: Build a strong understanding of platform analytics (e.g., Google Analytics, Adobe Analytics, Bluecore) and cross-channel digital marketing (email, web, search, social and other paid media, mobile, etc.).
- Travel: Travel to clients as needed (estimated 1-2 times per quarter).
Qualifications
- Experience: 3-6 years of relevant experience as a Customer Success Manager, Account Manager, or similar role at a high-growth SaaS, technology, or digital marketing company or consultancy with large Enterprise customers.
- Tech-Savvy: Comfortable in a role that combines elements of multiple disciplines (customer success, technology, account management, project management, etc.).
- Analytical Mindset: Comfortable with data and basic business math to support results processing, and business value/ROI and impact reporting. Able to navigate simple calculations and pivot tables in Excel and/or Google Sheets.
What We Offer
- Hybrid Working Model: Empowers both remote and in-office work equitably.
- Competitive Compensation: Including generous benefits packages globally and 401k matching (USA); Pension Scheme (Certain EU locations).
- Professional Growth: Dedicated enablement and training teams, on-demand tools and resources.
- Employee Enrichment Fund: To pursue a passion or upgrade your home office.
- Structured Onboarding Program: To ensure a confident start and long-term success for new hires.
- Career Development: Strong emphasis on career development and mobility, continuous feedback loops, and performance management.
- Flexible Time Off: To support work-life harmony (including Summer Fridays and a one-week Winter Holiday Break).
- Volunteer Days: 2 paid Volunteer days per year and charitable donation match.
- Diversity and Inclusion: Robust initiatives; culture month celebrations, monthly diverse speaker series, commitment to bias-free recruitment, ERGs (#culture, #mindsmatter, #parents, #women, #green, #pride and growing)!
Diversity Statement
Valuing diversity at our company means recognizing and respecting human differences and similarities. We are committed to diversity with respect to all aspects of employment. All decisions regarding recruitment, hiring, promotion, compensation, employee training and development, and all other terms and conditions of employment, will be made without regard to race, religious beliefs, color, gender identity, sexual orientation, marital status, physical and mental disability, age, ancestry, or place of origin.
Employment Type: Full-Time