Customer Success Manager

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Customer Success Manager

Location: Boston, MA Hybrid Benefits Offered: Medical, Dental Employment Type: Full-Time Hybrid Apply on LinkedIn

Customer Success Manager Job Description

Customers.ai is seeking an enthusiastic and dedicated Customer Success Manager (CSM) to join our team. The CSM will play a vital role in ensuring the success and satisfaction of our valued customers. This Customer Success Manager is responsible for building and maintaining strong relationships with customers, understanding their needs, and helping them derive maximum value from our products and services.

The ideal candidate will become an expert in understanding customer requirements, providing proactive support, and identifying opportunities to enhance customer satisfaction and loyalty. This role is an excellent opportunity to showcase your skills in a fast-paced customer success environment within a rapidly expanding SaaS company, offering significant potential for professional development and growth.

Customers.ai has been recognized in the Iconiq Capital + G2 Essential Tech Stack of 2023! Customers.ai is helping clients increase their website conversion rate by 7.5x! Customers.ai is based out of Boston and was founded by Larry Kim, one of the most recognized and influential marketers in the world.

At Customers.ai you will wear multiple hats and be constantly learning and improving your skill sets. You will be highly encouraged to take initiative and you will learn and accomplish more in your first 6 months than most people do in years. Are you ready for takeoff?

\*\*This is a Boston based hybrid opportunity. The Customers.ai office is located in the Back Bay area of Boston and is easily accessible by public transportation and public parking is also readily available in the area.\*\*

What you’ll do:

Customer Success Managers are responsible for strengthening the client’s relationship health post-sale by deeply embedding in the accounts to drive high engagement, serve as a client advocate, and drive strong renewal rates.

• Drive customer success: Your primary responsibility will be to understand client’s business needs and map to Customers.ai portfolio of products. You will actively engage with customers, understand their business goals, and provide strategic guidance to help them achieve their objectives through the best use of our tools.

• Onboard new clients: You will play a crucial role in the onboarding process of new customers. You will guide them through the software implementation and training, ensuring a smooth transition and a positive initial experience. By understanding their specific needs, you will tailor the onboarding process to help them quickly realize the value of the software.

• Develop and maintain relationships: Building strong relationships with clients is vital. You will proactively engage with customers, regularly communicating with them to understand their evolving needs and challenges. By fostering a deep understanding of their businesses, you will become a trusted advisor, providing ongoing support and identifying opportunities for growth.

• Provide strategic digital marketing guidance: Leveraging your expertise in both account management and digital marketing, you will collaborate with clients to develop effective strategies that leverage the software’s capabilities. You will analyze their digital marketing performance, identify areas for improvement, and deliver actionable insights and recommendations to optimize their campaigns.

• Deliver exceptional customer service: Exceptional customer service is at the core of your role. You will actively listen to customers, address their inquiries, and resolve any concerns promptly and effectively. Through clear and concise communication, both written and verbal, you will ensure that customers feel supported, valued, and confident in their use of the software.

What you’ll bring:

• Account management experience: The ideal candidate should have prior experience in account management or customer success roles. You should have a proven track record of managing client accounts, meeting targets, and ensuring customer satisfaction. Experience in the software industry or with SaaS products is a plus.

• Digital marketing expertise is a strong plus: The ideal candidate will have a solid background in digital marketing, with a strong understanding of various digital marketing channels and strategies. You should be familiar with tools and platforms used in digital marketing campaigns, such as social media advertising, email marketing, content marketing, and analytics.

• Technical proficiency and learning mindset: You should have a good ability to quickly learn, and then be able to teach, new tools. Proficiency in related tools and technologies, such as marketing automation platforms or CRM systems, is advantageous.

• Analytical skills: Strong analytical skills are helpful for this role. You are comfortable working with data, analyzing performance metrics, and deriving actionable insights on client success and ROI. Proficiency in using analytics tools to monitor and optimize digital marketing campaigns is highly desirable.

• Team player: You are a collaborative team player, capable of working effectively in cross-functional teams. They should be able to coordinate with internal stakeholders, such as sales, marketing, and product teams, to deliver a seamless customer experience. Strong problem-solving and conflict resolution skills are valuable in addressing any challenges that may arise during the customer engagement process.