Hybrid Senior Manager Customer Success | Remote WFH

Job Overview

We are currently seeking a dynamic and experienced Senior Customer Success Manager to join our team in a hybrid remote work environment. In this role, you will be instrumental in cultivating strong relationships with our clients, promoting platform adoption, and ensuring that customers achieve their strategic objectives through effective collaboration with internal teams.

Key Responsibilities

• Act as the primary point of contact for clients, fostering engagement and promoting platform utilization.
• Design and implement account strategies and playbooks to guide customers through their development journeys.
• Align initiatives with clients' organizational goals and monitor success metrics on a quarterly, semi-annual, and annual basis.
• Expand relationships across customer organizations, identifying and pursuing opportunities for heightened engagement.
• Collaborate closely with Customer Success and Sales leadership to pinpoint and drive account growth opportunities.
• Serve as a trusted advisor on platform capabilities, guiding customers on best practices and success stories.
• Work jointly with marketing managers, analysts, and deployment specialists to strategize and plan campaign initiatives.
• Facilitate regular status meetings and working sessions, including business reviews and governance discussions.
• Manage multiple projects simultaneously in a fast-paced setting, employing innovative problem-solving techniques to achieve results.
• Identify opportunities for process enhancements or product improvements that elevate customer experiences and outcomes.
• Develop proficiency in analytics platforms (e.g., Google Analytics, Adobe Analytics) as well as testing and delivery tools (e.g., Salesforce, Adobe, Optimizely).
• Acquire a comprehensive understanding of cross-channel digital marketing, including email, web, search, social media, and paid media.
• Travel to client locations as required (approximately 1-2 times per quarter).
  
  

Required Skills

• 3-6 years of experience in Customer Success, Account Management, or other relevant roles within a high-growth SaaS, technology, or digital marketing environment.
• Strong technical skills with an ability to bridge customer success, technology, and account management.
• Analytical proficiency with a comfort level in working with data, business metrics, and ROI assessments.
• Advanced knowledge of Excel and Google Sheets, including pivot tables and basic calculations.
  
  

Qualifications

• Bachelor’s degree in a relevant field is preferred but not explicitly required.
  
  

Career Growth Opportunities

We prioritize the professional development of our employees by offering access to ongoing training programs and on-demand learning resources. You will benefit from a structured onboarding program and continuous feedback mechanisms to support your career advancement.

Company Culture And Values

As a pioneering organization in AI-driven personalization, we pride ourselves on nurturing an inclusive and supportive workplace that values diverse perspectives. Our commitment to innovation, employee growth, and a balanced work-life experience has established us as a leading employer in the industry.

Compensation And Benefits

• Salary Range: \(100,000.00 - \)130,000.00 per year based on experience, geographic location, business needs, and market conditions.
• Competitive and equitable compensation packages.
• Comprehensive global benefits, including 401(k) matching (USA) and pension plans in select locations.
• Flexible hybrid work model facilitating both remote and in-office collaboration.
• Employee Enrichment Fund aimed at supporting personal interests or enhancing home office arrangements.
• Flexible time off initiatives, including Summer Fridays and a Winter Holiday Break.
• Paid volunteer days along with charitable donation matching.
  
  

We celebrate diverse perspectives and are committed to providing equal employment opportunities. All hiring decisions are made without regard to race, religion, gender identity, sexual orientation, disability, age, or any other protected characteristic.

Employment Type: Full-Time