Senior Customer Success Manager

Persado • New York, NY

138d • $120,000 - $135,000

About The Position

As a Senior Customer Success Manager, you will partner with customers to drive value through adoption of Persado’s platform, collaborate daily, build relationships, track success metrics, and identify growth opportunities. You will serve as the lead day to day contact for Fortune 500 Enterprise accounts in the Financial Services, Media and Technology industry, applying a results-oriented, methodical approach to collaboratively develop and execute an account plan and operating playbook that moves customers along a maturity path. You will deliver against customer’s strategic organizational objectives on a quarterly, semiannual and/or annual basis, build and expand core relationships throughout the organization, and partner with CS and Sales leadership to identify and expand account opportunities.

Requirements

• 6-8 years of relevant experience in Customer Success, Program Management, or Account Management at a high growth Enterprise SaaS company, or equivalent experience in digital agencies working with Enterprise customers.
• Consultative mindset in assessing business and strategic customer priorities.
• Prioritization skills and methodical approach to creating/completing to-do lists.
• Ability to deliver results in a demanding and fast-paced environment that requires creative problem-solving skills.
• Strong foundational understanding of the digital marketing ecosystem, including email marketing, display advertising, social, mobile commerce, etc.
• Analytical and data-driven mindset and makes decisions with data including having a strong grasp of financial business value / ROI cases.
• Experience in leading customer interactions including status calls, building program presentation decks, and key communications across several cross-functional groups.
• Good at managing multiple work streams including all aspects of customer engagements and communicating clearly the implications to key customer team stakeholders.
• Strong ability to manage cross functional teams delivering to Enterprise Customers as well as managing upwards.
• Obsessed with customer outcomes.
• A fast learner, eager to learn about new solutions, technologies and processes.
• Solid analytical thinking and problem solving capability.
• Collaborative team player with the ability to shift gears quickly and efficiently.
• Dependable, reliable with strong attention to detail.
• Self-driven, professional, and proactive to take ownership of projects.
• Strong communication skills, ability to own meetings and keep everyone on track.

Responsibilities

• Drive customer engagement and adoption of Persado.
• Apply a results-oriented, methodical approach to collaboratively develop and execute an account plan and operating playbook.
• Deliver against customer’s strategic organizational objectives on a quarterly, semiannual and/or annual basis.
• Build and expand core relationships throughout the organization.
• Partner with CS and Sales leadership to identify and expand account opportunities.
• Educate and onboard customers, develop users and supporters, build a story of program success, and advocate for customer needs.
• Collaborate with marketing managers, analysts and deployment specialists at your customer account to identify and plan campaign opportunities.
• Lead bi-weekly or monthly status calls and other ad hoc working sessions.
• Play a leading role in business reviews and program governance meetings.
• Use creative problem-solving to manage multiple work streams simultaneously and deliver results in a fast-paced environment.

Benefits

• Competitive and equitable compensation with generous benefits packages globally.
• 401k matching (USA); Pension Scheme (Certain EU locations).
• Professional growth through dedicated enablement and training, as well as on demand tools and resources.
• Employee Enrichment Fund to pursue a passion or upgrade your home office.
• Structured onboarding program to ensure a confident start and long-term success for new hires.
• Strong emphasis on career development and mobility, continuous feedback loops and performance management.
• Flexible time off to support work-life harmony (including Summer Fridays and a one week Winter Holiday Break).
• #PersadoCares: two paid Volunteer days per year and charitable donation match.
• Robust Diversity, Inclusion and Belonging initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees