Sr. Customer Success Manager

Sr. Customer Success Manager

Customer Success Manager

NY or Chicago-based preferred. Open to remote, but need someone on EST or CST time zones.

7 months

W2 only

$54.37 / Hour

The Challenge :

We are hiring a Senior Customer Success Manager to join our Digital Experience Cloud team. To achieve the significant opportunity ahead, Customer Success needs to lead the post-sales customer experience, driving adoption and value for our customers.

In this role, you will serve as an industry-specialized Customer Success manager passionate about helping your accounts achieve their goals for personalization at scale, unifying voices across Client for a cohesive plan of action and quantifying impact along the way.

Industry Customer Success Managers deliver an outstanding experience for Clients top customers, including responsibilities for strategic account planning, use case adoption, advocacy and value realization.

What You'll Do :

The Senior Customer Success Manager will be responsible for customer-facing leadership to evangelize mutual success plans, engagement strategies and frameworks for measurable impact.

You will use strong executive presence and have a deep understanding of digital marketing, applying diverse sources of information, especially business trends and metrics, towards innovative customer experiences.

Responsibilities include :

Accountable for Customers overall success with Client, including planning, customer health, multi-solution adoption, and measurable impact through the lens of industry specialization

Act as the central point of contact throughout the Customers lifecycle, define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels.

Network within accounts in order to achieve successful execution of clients strategy and roadmap

Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align, track and evolve customer business goals

Drive adoption of Clients Cloud products using data to provide insights and progress from baseline through the maturity curve

Identify Customer risk, and collaborate with the extended client team to build and activate get well plans

Be the voice of the customer internally at Client sharing strategic use-cases, process improvements and asks back into the internal ecosystem

What You Need To Succeed :

10+ years of Customer Success experience in Software as a Service, Digital Marketing

Passion for driving customer success and measurable outcomes with and demonstrated success advising customers to deliver business value

Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnership

Strong consulting skills

Ability to prioritize, multi-task, and perform under pressure

Exceptional organizational, presentation, and communication skills, both verbal and written

Existing knowledge of software in digital marketing and / or digital media space, including data platforms, content management and customer journeys

Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners

Validated experience with account planning & customer success plans, including leading and facilitating executive meetings and workshops

Effective at leading executive C-level discussions and presentations

Flexibility to travel (approx. 20%)

Education :

Bachelors Degree and / or relevant work experience