Customer Success Manager

Contentsquare • Tampa, FL

1d • $55 - $62 • Hybrid

About The Position

Contentsquare is seeking a highly motivated Senior Customer Success Manager (CSM) to join the Enterprise Success team in the Southeast. This role involves developing long-term client relationships and helping companies achieve their business goals through more human digital experiences. The CSM will manage a portfolio of enterprise customers, serving as a central point of contact throughout their usage of Contentsquare solutions. As a trusted advisor, facilitator, advocate, and coach, the CSM ensures customers achieve strategic business goals and realize value from their partnership, leading to retention and upsell. Responsibilities include building and maintaining positive relationships with various contacts, including executives, driving product adoption and utilization in collaboration with professional services, and working with sales teams to secure renewals and identify upsell opportunities. Ultimately, the CSM owns the customer's post-sales experience and acts as a central partner for success-impacting issues, collaborating with internal teams like Product, Marketing, Support, and Engineering.

Requirements

• 5+ years experience in a high-touch enterprise customer success/account management/consulting position.
• You know how to build long-term client relationships (with both C-level and operational), with a passion to impact client business decisions and goals.
• Exceptional written and oral communication skills (structured, emotionally intelligent, and engaging).
• Diplomacy, assertiveness and influence skills, to drive issue resolution with cross-functional teams in a matrix organization (internally and externally).
• Experience with Digital Solutions and very good knowledge of Analytics (and ideally Product Analytics), A/B testing and Data businesses.
• Experience collaborating closely with sales organizations to achieve business goals and growth.
• Demonstrable ability to take ownership and be proactive. Very structured working approach, ability to deal with several priorities in parallel.
• Excited by technology, data/analytics, and being a part of a high growth and constantly evolving sector.
• Ability to adapt in a changing environment.

Nice To Haves

• Ideally, you have experience in subscription based/SaaS Solutions, or you understand the challenges related to SaaS business model.

Responsibilities

• Develop trusted relationships with both operational sponsors and Executive Level contacts, becoming a trusted advisor consulting on high impact digital business topics.
• Navigate large distributed organisations and employ change management strategies and principles to ensure successful adoption and leadership advocacy.
• Build a data-driven success plan for each step of the customer journey that aligns to your clients’ Key Business Objectives.
• Map strategic contacts and entities among each of your key accounts to ensure strong penetration for key use cases. Increase user adoption across the organisation and regularly (quarterly) articulate generated value and ROI Identify and collaborate with your clients’ tech partner and agency ecosystem to drive stickiness and drive meaningful joint value propositions.
• Drive renewals to a successful completion and help build upsell strategy in close collaboration with Sales.
• Identify upsell and cross-sell opportunities on your portfolio aligned with value proposition
• Pro-actively and constantly leverage data to measure your portfolio performance, and anticipate and manage all potential critical situations.
• Leverage critical thinking to challenge and help strengthen our processes.
• Maintain best in class adoption and usage of all Customer Success tools and reporting (Gainsight, Salesforce, Tableau, Customer health score,etc. ).
• Collaborate effectively with peers to ensure operational efficiency, regularly sharing best practices, successes, and challenges to continually improve our best in class customer success practice.
• Influence your clients into becoming Contentsquare advocates through encouraging speaking in events, product feedback sessions, case studies, referral calls, etc.
• Act as a liaison between your customers and our product teams to share product feedback and use cases to drive customer centricity of our product.
• Become a Contentsquare ambassador yourself leveraging knowledge of the market trends and tech ecosystem (AB Test, personalization, BI, competitors etc.) and the potential alignments with our solutions.
• Act as a public speaker, sharing your knowledge of Contentsquare and industry best practices internally in team meetings/workshops, with your clients, and at our customer and partner events.

Benefits

• Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year
• Work flexibility: hybrid and remote work policies
• Generous paid time-off policy (every location is different)
• Lifestyle allowance
• A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work
• Every full-time employee receives stock options, allowing them to share in the company’s success
• We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts
• And more benefits tailored to each country

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 1-10 employees