Customer Success Manager (Remote)

Aprimo Career•Chicago, IL

1d•Remote

About The Position

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.

Requirements

Four-year degree required.
Minimum of 4 years’ experience demonstrable experience in a CSM role in a B2B SaaS Company.
Solid understanding of marketing technology and SaaS products.
Excellent communication and interpersonal skills to build strong relationships with customers.
Proven experience working with US based customers is highly desired.
Analytical mindset to interpret data and provide actionable insights.
Proven ability to foster internal/external relationships, overcome objections and motivate clients.
Willingness to be on Camera.
Excellent organization, planning and project management skills.
Ability to schedule, manage and liaise daily touchpoints with Customer and Internal resources on a US/EMEA work schedule
Must be an independent self-starter possessing excellent time management skills and be able to manage multiple clients simultaneously
Ability to operate with minimal guidance; must be able to exercise sound judgment and decision making in challenging situations
Prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment
Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative
Able to build collaborative relationships with supervisors and peers; able to delegate responsibilities with ease; able to provide constructive feedback and praise; able to understand and educate others

Responsibilities

Develop an intimate understanding of your customers’ businesses, conduct health checks
Represent to our customers as a trusted advisor, advocate and marketing thought leader/subject-matter-expert, conduct regular executive business reviews
Enlighten our customers with insights gleaned from their own data and industry trends
Ensure customers get maximum value from Aprimo by leveraging full platform functionality
Liaison between your customers and all the internal teams
Handle customer concerns with confidence, putting them at ease
Develop a network of champions within each account through education, coaching, and strong influencing skills
Own the customer journey through various stages: 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.
Leverage AI tools in day-to-day work including account research, call prep, renewal analysis, and customer communications to operate with greater speed and precision across your portfolio
Deliver Premier Success engagements, partnering with customers to scope, plan, and execute high-value advisory sessions that drive measurable adoption and ROI outcomes
Additional responsibilities and duties as required

Benefits

Medical, dental, vision, HSA, FSA, 401(K), life insurance, parental leave, and mental health resources all beginning on first day of employment.
Medical benefits with low premiums and choice of two programs (PPO or High Deductible)
Dental benefits with choice of two programs (PPO or HMO)
Vision benefits program
Health savings account (HSA)
Flexible spending accounts (FSA) for medical care, dependent care, and commuter/transit benefits
401(K) savings plan that matches the first 4% of compensation at 100%, and the next 2% at 50%
Basic life insurance covered at 100% and twice the base salary, with additional voluntary/optional coverage available
Disability insurance covered at 100% for 10 weeks for short term disability and covered at 50% for long term disability
For both biological and adoptive parents, maternity leave is paid at 100% for up to twelve weeks and paternity leave is paid at 100% for six weeks
Employee Assistance Program (EAP) that provides employees with mental health resources and therapy consulting