Customer Success Manager

Who we are:

At NewsWhip, our mission is to crack open the black box of news, social media and virality to reveal the stories shaping the world in real-time. By combining the world’s fastest media monitoring with cutting-edge AI, we help our customers predict and measure the impact of news and social content. This innovative approach has earned us the trust of global brands like Amazon, Google, and top publishers like the BBC, the New York Times and Bloomberg.

Who we're looking for:

NewsWhip seeks a Customer Success Manager (CSM) to join our friendly team in New York in a hybrid role. This is a unique opportunity to shape and change how the world’s leading brands, agencies, and publishers communicate and interact with information.

The CSM is an integral part of the NewsWhip team, utilizing a combination of strong leadership, strategic thinking, and in-depth product expertise to serve as a trusted advisor to our customers. In this role, you will use your knowledge of NewsWhip to guide customers post-sale through renewal as their primary contact and subject matter expert. CSMs are responsible for meeting the customer’s objectives, developing strategic plans, and sharing best practices to position the customer for further revenue growth and expansion. 

The CSM plays a crucial role in contributing to the overall growth and success of NewsWhip. The primary objective is to foster strong, long-lasting relationships with customers and secure recurring revenue.

Key Responsibilities:

• Relationship Management: Build a deep understanding of your customer’s business and media challenges; serve as a thought partner on strategy development and the role NewsWhip can play. Maintain relationships and credibility with key contacts at all levels; proactively identify contact gaps and work cross-functionally to foster those new relationships.
• Retention and Expansion: Drive customer satisfaction through impeccable execution & strategic value add, guaranteeing customer renewal. Own the continued growth of your customer base by identifying opportunities for growing recurring revenue within existing customer accounts.
• Training and Support: Customize your customer outreach and training for specific use cases. Evangelize NewsWhip products with our customers and ensure customers maximize product value.
• Product Adoption: Analyze customer usage data to track engagement, identify opportunities for improved usage & impact, and see those opportunities through with your customer.
• Feedback Loop: Influence NewsWhip’s strategic direction by understanding your customer’s business and clearly communicating their challenges, desired outcomes, and requested product features. 
• Industry Knowledge: Stay abreast of NewsWhip product releases, roadmap, and the broader Media Tech landscape.

What we are looking for:

• SaaS Experience: You have 2 years of Account / Relationship Manager experience in a fast-moving SaaS start-up environment and understand the complexities of supporting customers with sophisticated SaaS solutions. You have proven success of owning a book of business including revenue targets for renewals and expansions. 
• Self-Starter: You’re proactive, resourceful, confident, and willing to jump in with both feet with little supervision when engaging with customers. 
• Exceptional Communicator: You have brilliant, expedient communication skills. You present complex ideas competently and concisely, hold attendees' attention during meetings, and share key information with all stakeholders.
• Problem solver: You resolve queries from beginning to end. You are persistent, able to think through obstacles quickly and work cross-functionally with our teams to come up with smart solutions.
• Team Player: You enjoy and thrive in a collaborative startup environment. 
• Industry Knowledge: You have a genuine interest and knowledge of news, internet culture, and social media.

Benefits:

• Competitive salary
• Strong commission plan
• Health coverage and 401k
• Great working environment: NYC and Virtual
• An opportunity to help define an entire new industry category
• Excellent opportunity to grow in one of New York’s most exciting companies

How to Apply: 

If this is you, please apply here through the link. Submit your resume and a cover letter detailing your experience and why you’re excited about this role. We are looking forward to hearing from you!

Our Ethos:

We believe in maintaining a friendly work environment, a healthy work-life balance, and compensating our employees fairly for their input. You’ll be part of a team that believes in mutual support and education, and for a company where a work week isn’t just the gap between weekends, but an opportunity to do work that is impactful and innovative. We also love eating and socializing together, annual and seasonal company and team retreats, healthy and unhealthy snacks and other perks.

NewsWhip is an equal-opportunity employer. We will not discriminate and will take affirmative action measures to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the basis of race, color, gender, national origin, age, religion, creed, disability, veteran's status, sexual orientation, gender identity or gender expression.