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Customer Job

Sr. Customer Success Manager

Job ID: 25-09060
Job Title: Customer Success Manager
Location: Remote
Duration: 5 months
Contract Type: W2 only
Pay Rate: $54.37/Hour
 
The Challenge:
  • We are hiring a Customer Success Manager to join our team. To achieve the significant opportunity ahead, Client’s Customer Success needs to lead the post-sales customer experience, driving adoption and value for our customers.
  • In this role, you will serve as an industry-specialized Customer Success manager passionate about helping your accounts achieve their goals for personalization at scale, unifying voices across Client for a cohesive plan of action, and quantifying impact along the way.
  • CSMs deliver an outstanding experience for Client’s top customers, including responsibilities for strategic planning, use case adoption, advocacy and value realization.
     
What You'll Do:
  • The Senior Customer Success Manager will be responsible for customer-facing leadership to evangelize mutual success plans, engagement strategies, and frameworks for measurable impact.
  • You will use strong executive presence and have a deep understanding of digital marketing, applying diverse sources of information, especially business trends and metrics, towards innovative customer experiences.
 
Responsibilities include:
  • Accountable for Customer’s overall success with Client, including vision planning, customer health, multi-solution adoption, and measurable impact through the lens of industry specialization
  • Act as the central point of contact throughout the Customer’s lifecycle, define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels.
  • Network within accounts to achieve successful execution of client's strategy and roadmap
  • Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align, track and evolve customer business goals
  • Drive adoption of Client’s products – using data to provide insights and progress from baseline through the maturity curve
  • Champion innovation by sharing industry trends and new ways your customers can use Client’s solutions to advance their digital maturity
  • Identify Customer risk, and collaborate with the extended Client team to build and activate “get well” plans
  • Be the voice of the customer internally at Client – sharing strategic use-cases, process improvements, and asks back into the internal ecosystem
  • Contribute to Customer Success thought leadership and share out best practices and feedback across the organization to continuously improve our approach
 
What you need to succeed:
  • Bachelor’s Degree and/or relevant work experience
  • 10+ years of Customer Success experience in Software as a Service, Digital Marketing
  • Passion for driving customer success and measurable outcomes with proven success guiding customers to deliver business value
  • Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnerships
  • Strong consulting skills
  • Ability to prioritize, multi-task, and perform in a fast-paced environment
  • Exceptional organizational, presentation, and communication skills, both verbal and written
  • Existing knowledge of software in digital marketing and/or digital media space, including data platforms, content management and customer journeys
  • Skilled at Program Management within large organizations, helping to inspire change across groups by engaging key partners
  • Effective at leading executive C-level discussions and presentations
  • Flexibility to travel (approx. 30%)
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