What are the responsibilities and job description for the Senior Customer Success Manager position at POLITICO?
POLITICO’s mission from the very beginning was to win the audience. We dedicate ourselves to providing accurate, non-partisan, impactful information to the right people at the right time so that they can act with confidence and speed. We experiment to avoid being disrupted and we have fun disrupting others. And we are not afraid to risk failure if it means being the best at what we do.
POLITICO is looking for a Senior Customer Success Manager to engage and partner with POLTICO Pro and E&E News customers to drive product adoption and retention.
Overall Mission: The Senior Customer Success Manager (CSM) acts as a strategic customer advisor, dedicated to ensuring customers achieve their desired outcomes and gain measurable value from the platform. The CSM works closely with key decision-makers to foster deep relationships, drive customer satisfaction, and secure long-term partnerships.
What You’ll Do:
- Engage with POLITICO customers, building high-value relationships centered around the adoption of POLITICO Pro and E&E News platform, news and tools to help customers stay one step ahead.
- Execute tailored and consultative meetings with senior leaders and their teams to diagnose customer priorities and recommend service plans that drive actionable value.
- Partnering with Pro Account Management team, continuously assess and segment customers based on health and key engagement metrics. Lead Pro teams in executing strategies to improve Pro adoption and product retention.
- Serve as Pro product liaison and customer-centric advocate by connecting customer feedback to product improvements. Collaborate with Product leaders to engage with customers to identify future needs and trends.
- Maintain a solid understanding of the competitive landscape in SaaS products, and distinguishing Pro’s advantages by serving as an expert of our product and a solution for our clients’ needs
What You’ll Need:
- 5-6 years working in client services/customer success team, preferably with a SaaS or subscription service product.
- A/B.S
- Excellent communication skills
- Proven ability to collaborate and confidently build strong relationships with customers especially at the executive level
- Proven track record of success fueled by critical thinking, analytical problem solving and a passion for delivering value to clients
- Strong technical skills or the ability to quickly learn technical tools and concepts
- Exposure to Salesforce or other CRMs
We are driven by our values. We are relentless contributors, disruptors, collaborators, and talent cultivators. Our culture is defined by grit, total integrity, and a prioritization on innovation.
We value our people. We offer a competitive compensation and comprehensive benefits package, including health and wellness benefits, commuter benefits, retirement plans, as well as work-life balance flexibility and opportunities for career development.
Let’s keep in touch. Follow us on Instagram and Twitter at @politicocareers and #meetPOLITICO for a deep dive into what makes us POLITICOs and our adventures. We’d love to hear from you!
