Customer Success Senior Manager (JN -062022-4912)

As our client continues to grow across industry verticals, we are seeking a relationship-driven individual to help retain and expand their growing portfolio of customers globally.

You will join a digital media collaboration platform that enables – and inspires – brands to request, manage and share user – and creator -generated content with influencers, talent, advocates, athletes, brand ambassadors, employees, fans, and more.

As a Customer Success Manager, you will support some of their most iconic sports, entertainment, and consumer brand customers.

This position is fully remote in the US. Eastern Time preferred.

 

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Qualifications / Requirements

  • 3+ years of SaaS B2b account management or customer success required.
  • 5+ years of working at or directly with sports and/or entertainment & media organizations.
  • Experience with Salesforce.com
  • Proven results in meeting customer retention and expansion goals.
  • Excellent presentation skills – verbal and written.
  • Clear understanding of the social media landscape and current trends.
  • A proactive, intentional approach handling customer relationships.
  • Willingness to travel based on customer needs.

Responsibilities

  • Establish customer relationships to build trust and advocates.
  • Work cross-functionally with Sales, Marketing, Product and Engineering to advocate on behalf of customers and deliver value at every touchpoint.
  • Guide a customer through on-boarding, including initial setup and training to ensure maximum usage, value, retention and expansion.
  • Support Director of Strategic Accounts with overall portfolio, co-owning both customer-facing and internal execution and communication.
  • Monitor customer usage and metrics to track adoption, opportunities for expansion and at-risk signs.
  • Work proactively to eliminate risk for churn, escalating customer issues as needed
  • Deliver reports to showcase value, opportunities for improvement and growth, and overall trends.

Other

Benefits

  • Stock options
  • Great benefits package: unlimited vacation, health, dental and vision benefits
  • This position is fully remote in the US. Eastern Time preferred.