Senior Mid-Market Customer Success Manager

Iterable•Boston, MA

8h•$101,000 - $147,000

About The Position

As a member of Iterable's Customer Success team, you manage relationships with high-value Mid-Market ($70K - 250k+ ARR) customers. You will build long-standing partnerships by making sure our customers see as much value as possible from the product. You will develop relationships with both daily users and executive stakeholders, to grow their use of Iterable and expand the ARR of the customer. The role is ideal for a solutions-oriented, customer-first problem solver who can own the customer experience and navigate large organizations to identify key stakeholders. As a member of the Mid-Market Customer Success team, you will work in partnership with our Product Team to provide feedback from our clients to ensure the Iterable platform aligns with the needs of sophisticated brand marketers. One of our core values is growth mindset, and Iterable is a company where everyone can grow. If this is a role that excites you, please do apply as we value applicants for the skills they bring beyond a job description.

Requirements

Ability to proactively own the entire customer experience, from onboarding through expansion
Exceptional communication and interpersonal skills
Comfort with presenting complex information to executives
Strong ability to understand technical concepts and problem-solve
Desire to teach new customers about the platform
Passion for startups, software, and SaaS products
Willingness to travel up to 25% of the time
Experience with email marketing, push or SMS software
Familiarity with technologies like APIs, HTML, CSS, and Javascript

Responsibilities

Proactively manage a book of Mid Market level ($70K - 250K+ ARR) Iterable customers
Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
Maintain a trusted advisor relationship with each assigned client
Lead regularly scheduled check-ins, produce Executive Business Reviews (may require onsite travel), and drive client satisfaction
Forecast retention and growth across your book of business, working closely with your Customer Account Manager (CAM) partner on expansion opportunities
Work with the Support team and other cross functional teams to triage any issues faced by your customers
Understand how customers are using Iterable and provide recommendations for product adoption to increase customer ROI realized with Iterable
Serve as the voice of the customer to prioritize feature requests and platform improvements during product discussions