Customer Success Manager II, Scale - job 1 of 5
Skills
- Excellent verbal and written communication skills
- Strong relationship-building and teamwork abilities
- Proven account or project management capabilities with complex clients
- High intellectual curiosity and strategic problem understanding
- Domain knowledge in SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Programming
Responsibilities
- Own client renewals, retention, and net retention targets for assigned customers
- Serve as the primary point of contact and trusted advisor to customers
- Collaborate with Account Executives to ensure commercial alignment and excellent customer experience
- Develop and execute shared Success Plans to drive feature adoption and customer objectives
- Build strong customer relationships to promote advocacy and mutual value
- Analyze customer product usage to identify risks and opportunities
- Maintain regular communication including check-ins, events, and Executive Business Reviews
- Advocate for customer feedback to inform product development
- Provide ongoing education to maximize product utilization and identify upsell opportunities
- Coordinate with internal teams such as Technical Support and Onboarding for seamless customer experience
- Travel onsite and internationally as needed
Education
- Relevant degree or equivalent experience in a related field
Benefits
- Competitive compensation including equity grants of restricted stock (RSUs)
- Retirement and Employee Stock Purchase Plans
- Flexible paid time off
- Comprehensive medical, dental, vision, life, and disability insurance
- Family services including fertility benefits and equal paid parental leave
- Professional development support with formal career pathing and learning stipend
- Curated in-office experience fostering community and innovation
- Company-wide volunteer and donation matching programs
- Employee Resource Groups for supportive communities
- Recognized as a Great Place to Work® with various workplace accolades
Average salary estimate
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