Sr. Customer Success Manager

Superpath

3d•Remote

About The Position

Superpath Marketing is looking for a Senior Customer Success Manager to join the team to drive and build customer loyalty with a book of our home service clients by creating an exceptional, world class experience; focused on expanding customer accounts, increasing customer retention, and driving customer satisfaction. You will be responsible for developing and maintaining long-term relationships with a portfolio of Superpath home service clients, connecting regularly with key business executives and stakeholders. As the primary point of contact for your clients, you will work closely with Digital Consultants, Project Managers and Production to ensure the timely and successful delivery of our solutions. You will be responsible for anticipating the clients’ needs and proactively recommending strategies in order to meet the client’s desired outcomes. This position requires a detailed working knowledge of digital advertising and the motivation to push the future of online marketing for the small to medium business community.

Requirements

Bachelor's Degree (B.S./B.A.) Business, Marketing, or Management, or related field.
Three to five years of experience in a customer service role, required.
Having supported clients for SEM, SEO, email marketing, website creation or social network products, required.
Demonstrated ability to communicate, present and influence credibly and effectively at all levels of a home service organization.
Proven knowledge of and experience working within the home services industry
Knowledge of all Digital Marketing channels including SEO, SEM, Facebook, Instagram, Display, email marketing and web design
Ability to deliver client-focused solutions based on customer needs
Strong interpersonal skills and the ability to problem solve with customers and internal stakeholders
Excellent listening, negotiation, and presentation skills
Excellent verbal and written communications skills
Great attitude, and remarkable ability to build rapport in the initial conversation and throughout client lifecycle
High competency to move between software platforms to complete tasks
Proven knowledge of digital marketing solutions
Ability to analyze and report on marketing data
Ability to work in a fast paced environment

Nice To Haves

3-5 years of experience in Digital Marketing, Customer Success, Account Management or a related field, agency or sales experience a plus
3-5 years of experience working within the home service industry
Experience collaborating with sales teams to advance opportunities
Experience in project management software systems
Experience with home service CRM tools and scheduling platforms; Service Titan, Housecall Pro
Experience with GA4

Responsibilities

Own and build strong relationships with your clients as a trusted business partner
Drive digital marketing strategies and campaigns for your clients that achieve measurable results
Own and deliver regular monthly business reviews, presenting performance insights and strategic recommendations to client stakeholders
Ensure the timely and successful delivery of our solutions according to the client's desired outcomes
Track and report on key marketing metrics
Proactively communicate internally and externally
Collaborate with sales on renewals, expansions, and upsell opportunities in pursuit of a monthly revenue goal
Maintain accurate and up-to-date client records across internal platforms and CRM tools
Assist with high-priority requests or issue escalations as needed