Customer Success Manager (Remote) ($95000.00 - $135000.00 / year)

Position Title : Customer Success Manager

Location : Virtual, United States

Employment Type : Full-Time

Onsite, Remote or Hybrid : Remote

Department : Customer Experience

Hiring Manager : VP Global Customer Success

Travel : Up to 10%

Company Summary

The following information aims to provide potential candidates with a better understanding of the requirements for this role.

Here at Aprimo, our mission is to empower the marketing organizations of today to build the brands of tomorrow. Aprimo is a pioneer of the marketing resource and digital asset management space, delivering an innovative, industry-leading SaaS solution that changes the way companies like AT&T, National Park Foundation, Laborie, and Bank of America work, create, collaborate, and learn to deliver exceptional brand experiences at scale.

Aprimo helps enterprises unleash the power of their content by providing marketing automation and digital asset management software that manages the behind-the-scenes activities involved in marketing.

Our product allows companies to manage content planning, creation, and distribution all in one place, store content and media in a shared repository, and receive in-depth insights into how content performs.

Founded in 1998, Aprimo has five offices internationally, including Chicago headquarters, and offers a flexible work-from-home / remote-work policy.

Named a Leader in Digital Asset Management (DAM) and Marketing Resource Management by Forrester and winner of the 2021 Tech Cares Award for our work with Aprimo HELPS, we build on the power of our people to make an impact both in our industry and in our communities.

Position Summary

As a Customer Success Manager (CSM) at our SaaS company, you will play a vital role in ensuring our customers succeed and derive maximum value from our product.

You will guide customers through their entire journey, from onboarding to adoption and value realization phases. By understanding their needs, you will act as a trusted advisor, ensuring they fully leverage our platform's capabilities to meet their marketing objectives.

What You Will Be Responsible For

• Onboarding Phase :
• Work closely with the Onboarding Specialist and lead the onboarding process for new customers, ensuring our platform's smooth and efficient implementation into their marketing ecosystem.
• Work closely with the Account Executive (AE) to ensure a seamless handoff from the sales process to post-sales onboarding.
• Adoption Phase :
• Monitor and analyze customer usage patterns and behavior to identify increased adoption and engagement opportunities with our product.
• Proactively provide guidance and support to customers to drive adoption and help them integrate our solution into their marketing strategies.
• Value Realization Phase :
• Collaborate with customers to understand their business goals and provide strategic insights to help them achieve measurable results using our product.
• Conduct regular business reviews with key stakeholders, highlighting the value and ROI delivered by our solution.
• Additional responsibilities and duties as required.

CANDIDATE QUALIFICATIONS & WHY YOU'RE A GREAT FIT FOR THE ROLE :

• Bachelor's Degree
• Minimum of 3-5 years' demonstrable experience in a CSM role in a B2B SaaS Company.
• Excellent communication and interpersonal skills to build strong relationships with customers.
• Solid understanding of marketing technology and SaaS products.
• Analytical mindset to interpret data and provide actionable insights.
• Customer-focused approach with the ability to empathize and address customer concerns.
• Project management skills to handle multiple customer accounts efficiently.

Aprimo Culture & Why You'll Love Working Here

• Aprimo offers a forward-thinking, progressive and employee-first culture that is based in both collaboration and flexibility with team members who are friendly, intelligent and enthusiastic people that are committed to the product and mission here at Aprimo.
• With 5 offices worldwide and teams spread throughout the US, EMEA and Philippines, our multicultural teams work cross-departmentally and across continents and cultures towards a shared goal.
• We offer a diverse environment that promotes DEI efforts, values multiple perspectives and fresh thinking and which includes Aprimo HELPS, an employee resource group (ERG) that is dedicated to giving back to our local communities.
• Through its relaxed environment, Aprimo embodies a more casual "Silicon Valley" atmosphere.
• We have a casual dress code that allows employees to express themselves as individuals and which fosters a creative and free-thinking approach to problem solving.

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Remote working / work at home options are available for this role.