Duties :
The 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 Customer's overall success with , 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 Customer's 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 client's 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 Experience Cloud products using data to provide insights and progress from baseline through the maturity curve
- Champion innovation by sharing industry thought leadership and new ways your customers can use solutions to advance their digital maturity
- Identify Customer risk, and collaborate with the extended team to build and activate "get well plans
- Be the voice of the customer internally at sharing strategic use-cases, process improvements and asks back into the internal ecosystem
- Participate in ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers' success
What you need to succeed :
- 10+ years of Customer Success experience in Software as a Service, Digital Marketing
- Experience working at or with Agencies
- 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
Bachelor's Degree and / or relevant work experience
IND123
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