Senior Strategic Customer Success Manager

Iterable

1d•$124,000 - $180,000

About The Position

As a member of Iterable’s Strategic Customer Success team, you will be responsible for the relationship with high-value ($800k+ ARR) customers. You will be tasked with making sure they are happy and getting as much value as possible from the product. You will build relationships with stakeholders across the company with the goal of expanding the use of Iterable as appropriate. The role is ideal for an individual with very strong executive communication skills and experience navigating large organizations to identify key stakeholders. This is a key position for the company. We have had very few customer losses and we intend to keep it that way. Keeping customers happy and productive is core to our mission. In addition, as a member of the customer success team, you will relay product feedback from our most important clients back to the engineering team. One of our core values is a 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

Exceptional communication and interpersonal skills
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
Significant experience with email marketing, push or SMS software
Familiarity with technologies like APIs, HTML, CSS, and Javascript

Responsibilities

Proactively manage a book of strategic-level ($800k+ ARR) Iterable customers
Ensure customers have a smooth onboarding and implementation phase
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 the product and find ways for them to use it more effectively to increase ROI
Lead regularly scheduled check-ins, produce EBRs (may require onsite travel), and drive client satisfaction
Serve as the voice of the customer to prioritize feature requests and platform improvements during product discussions
Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
Maintain a trusted advisor relationship with each assigned client