Customer Success Manager
About The Position
At EMARKETER, we are passionate about our customers’ experience and their ability to use our research and insights to make confident, strategic decisions. As a Customer Success Manager, you will partner with Fortune 100 brands and leading technology clients to drive engagement, adoption, and long-term value from their EMARKETER subscription. These roles sit at the intersection of customer experience, revenue, and product adoption. You will bridge sales activity and ongoing support, contribute to renewals and upsell opportunities, and play a key role in improving customer engagement, CSAT, and NPS outcomes. You will report to a senior leader within our Account Management organization and collaborate closely with Account Directors, Sales Operations, and Support teams. These are hybrid roles based out of our New York City office, with regular in office expectations. Applicants must be authorized to work in the United States without the need for visa sponsorship, now or in the future. Candidates must be within commuting distance of our New York City office. Relocation assistance is not available. The Ideal Candidate Is: Customer-focused: You take pride in customer satisfaction, engagement, and long-term success, and you use metrics to guide your approach. Curious and proactive: You research your accounts, understand user needs, and are comfortable reaching out to drive engagement and adoption. A confident communicator: You tailor your messaging to different stakeholders and can clearly articulate value in conversations, presentations, and written communication. Revenue and results-oriented: You understand that engaged customers renew, expand, and advocate, and you take ownership of outcomes that support growth. Professionally energetic: You bring a positive, proactive approach to your work and operate in alignment with EMARKETER’s values. Inclusive by nature: You are committed to fostering an inclusive culture and value diverse perspectives and experiences.
Requirements
- Experience in a client-facing role such as customer success, account management, sales support, or consulting.
- Interest in or experience working with SaaS products, media, research, marketing, advertising, or retail organizations.
- Strong written and verbal communication skills, with comfort delivering presentations or training.
- Experience supporting value-based conversations with customers.
- Familiarity with CRM and customer engagement tools (Salesforce preferred), and comfort leveraging AI-powered outreach, audience segmentation, or workflow automation tools to drive scalable, data-informed customer engagement.
Responsibilities
- Drive customer engagement and awareness across an assigned portfolio of accounts to ensure full utilization of licenses, content, and product features.
- Execute and support new customer onboarding, including license management, platform training, and guiding customers through ways our data can be actionable
- Create and monitor outreach to clients at scale or 1:1 to support their business needs and use cases
- Proactively share growth triggers with Account Directors and leadership to surface expansion opportunities to assess account health, growth potential, and risk, and partner with Account Directors and leadership to address opportunities and challenges.
- Leverage AI and automation tools to increase efficiency and scale, while preserving high-touch personalized experience for clients.
- Contribute to recurring customer relationship meetings and provide insights on engagement trends and customer needs, ensuring key notes, actions, and outcomes are documented in Salesforce.
- Build and maintain relationships with customers, with regular touchpoints and conversations, to further advocacy, referrals and account engagement.
- Gather customer feedback, survey responses, and testimonials to support CSAT and NPS measurement.
- Partner with Sales Operations and Support teams to field, track, and resolve customer requests.
- Stay informed on industry trends and EMARKETER product updates to add value in customer conversations.
Benefits
- Unlimited PTO, 10 paid holidays, and 16 weeks of parental leave.
- Comprehensive medical, dental, and vision insurance plans.
- Matched and vested 401k plan.
- Access to resources for financial planning guidance, family planning services, mental health support, and Employee Assistance Programs (EAP).
- Additional benefits include commuter benefits, phone reimbursement, gym membership discounts, and more.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
