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Sr. Customer Success Manager

Job ID: 25-10466
Job Title: Customer Success Manager
Location: Remote
Duration: 6 months.
Contract Type: W2 only
Pay Rate: $54.37/Hour
 
Role Mandate
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 the Client, including 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 in order 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 Experience Cloud products using data to provide insights and progress from baseline through the maturity curve.
  • Champion innovation by sharing industry thought leadership 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.
  • Participate in ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers' success.

Required Skills:
  • 10+ years of Customer Success experience in the Tech Industry (Software as a Service, Digital Marketing, etc.)
  • Passion for driving customer success and measurable outcomes with and demonstrated success advising customers to deliver business value
  • Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnership
  • Strong consulting skills
  • Ability to prioritize, multi-task, and perform under pressure
  • 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 effectively inspire change across groups by engaging key partners
  • Validated experience with account planning & customer success plans, including leading and facilitating executive meetings and workshops
  • Effective at leading executive C-level discussions and presentations
  • Flexibility to travel (approx. 20%)
 
Education: Bachelor’s Degree and/or relevant work experience
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