Our client is a Customer Lifecycle Marketing platform leading the Customer-led Growth (CLG) movement. By providing journey tracking, automation, insights, and predictions, their platform empowers companies to concentrate on their customer base, attributing growth to strategic customer activations. Trusted by top marketing teams globally, the client helps them shift from simply driving demand to directly impacting growth.
Position Overview: We are looking for a highly skilled Senior Customer Success Manager with 5+ years of experience in a SaaS B2B environment. This role is ideal for those with a background in customer success or for seasoned Customer Marketers aiming to transition into a customer success position. The ideal candidate will act as a consultant and trusted advisor, nurturing client relationships and ensuring customer satisfaction and retention.
Responsibilities:
- Develop and maintain strong relationships with customers, acting as their trusted advisor.
- Guide customers in leveraging their platform to achieve their customer marketing goals and objectives.
- Collaborate with clients to create tailored marketing strategies and campaigns, delivering best practices and innovative solutions.
- Conduct regular check-ins to review progress, identify areas for improvement, and ensure maximum platform value.
- Offer continuous support, training, and problem-solving assistance to customers facing technical or strategic challenges.
- Collect customer feedback and advocate for client needs internally, collaborating with product teams for improvements.
- Monitor customer health metrics, proactively addressing issues to ensure high satisfaction and retention.
- Partner with sales and marketing teams to identify opportunities for expansion, cross-selling, and upselling to drive growth.
Minimum Requirements:
- Minimum 5+ years of experience in a SaaS B2B environment in customer success or a related role.
- Exceptional consulting and relationship-building skills, with the ability to engage effectively and provide strategic advice.
- Excellent written and spoken communication skills, capable of conveying complex ideas clearly.
- Strong analytical skills, problem-solving abilities, and a data-driven mindset.
- Experience managing multiple client relationships and multitasking in a dynamic environment.
- Familiarity with customer marketing technologies, methodologies and best practices is a plus.
- Independent, proactive work ethic with a collaborative approach.
- Bachelor's degree in marketing, business, or a related field.
- Proficiency with MS Office; familiarity with CRM software (e.g., HubSpot) is a bonus.
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