Sr. Customer Success Manager

Conductor LLC•New York, NY

28d•$80,000 - $108,000

About The Position

A Sr. Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are achieving their key business outcomes related to organic marketing by providing platform enablement and organic marketing strategic solutions. The CSM is the key partner helping our customers achieve their strategic objectives and maximum value from their investment in Conductor. Additionally, the CSM serves as the liaison between the customer and the Conductor team, helping the customer coordinate cross-functional team initiatives that are required for successful organic marketing results.

Requirements

Minimum of 5 years of relevant experience working in Customer Success at a B2B SaaS company
At least two years of prior experience managing a book of business and driving success with your clients
Prior experience partnering with customers on how to use technology/software
Knowledge of organic search and how SEO activities influence search engine ranking algorithms
Strong analytical and problem-solving skills
Strong customer service skills with proven ability to build and maintain relationships via zoom, telephone and email
Have an ear for discovery and a deep desire to understand the customer’s needs and business.
Thrive in high-speed environments and see challenges as opportunities for our customers.
Be comfortable being responsible for the orchestration of a portfolio of enterprise customers with the goal of driving renewals to successful completion and identifying expansion opportunities.
Have the proven ability to manage projects to successful completion, multi-task, and work within tight deadlines.
Possesses the ability to manage tough conversations in a professional and solution-oriented manner.
4-year College degree preferred or equivalent work experience
Ability to travel by plane, train, car to customers

Nice To Haves

Experience working with digital or organic marketing teams including SEO, content, web/IT, etc. highly preferred

Responsibilities

Orchestrate the overall relationship with assigned customers, which will include: helping customers achieve their organic marketing objectives, growing adoption and ensuring retention.
Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards, and program status.
Cement yourself as a trusted/strategic advisor with customers and drive continued value of our products and services.
Advocate customer needs/issues cross-departmentally and program-manage customer concerns through a well-defined remediation process through early identification of risks to achieving customers strategic objectives.
Work with customers to build Customer Success Strategy Plans, establishing critical goals, to aid the customer in achieving their objectives.
Measure and monitor customer’s achievement of critical and key performance indicators, reporting both internally to Conductor’s account team and externally to Customer Sponsors and Executives.
Maintaining current functional and technical knowledge of the Conductor platform
Acting as the Conductor liaison for technical inquiries, issues or escalations and answering product questions to increase adoption of the platform
Assist and provide expert deployment, operational standard methodologies to train and enable users in the product to support growth in user base and in customer campaigns.
Provide insight with respect to the availability and applicability of new products and features.
Helping customers create and setup reporting dashboards to help drive growth and value for Conductor customers
Serve as the escalation point for issues relating to client satisfaction & platform engagement.
Work collaboratively with internal teams in Sales, Marketing, and Research & Development to ensure the best possible experience for our customers.
Create compelling reports and find the “story” in the data to tie SEO impact to business impact.
Drive engagement with executive sponsors to facilitate enablement and adoption across organizations.
Maintain strong documentation within the Gainsight system related to customer issues, proactive tasks and general account information.
Consistently ensures that business is conducted with integrity at all times and that behavior aligns with Conductor policies, procedures, and core competencies