Success Manager

Click Dimensions•Atlanta, GA

About The Position

The Customer Success Manager will be responsible for the retention, adoption, expansion and ongoing usage of ClickDimensions products throughout the customer lifecycle and into renewal. Additionally, this role is responsible for the proactive monitoring of assigned accounts, success of the relationship, and charged with reducing churn for the business. The CSM will seek to understand and align client goals with the ClickDimensions solution creating client advocates and helping drive business outcomes through continually unlocking the value of our product offering. ClickDimensions CSMs are the our clients strategic advisors, who think about alternative outcomes to help solve problems and advise on solutions to deliver value. It’s an exciting time for the Customer Success organization as we enter a new chapter of our company’s evolution. The opportunity for career growth, genuine personal impact and being a master of your own professional destiny awaits the right candidate. If you’re hungry for a role and organization that allows you to bring your whole self to work, rewards initiative and has a bias for action – we may be for you. The Customer Success Manager will be responsible for the retention, adoption, expansion and ongoing usage of ClickDimensions products throughout the customer lifecycle and into renewal. Additionally, this role is responsible for the proactive monitoring of assigned accounts, success of the relationship, and charged with reducing churn for the business. The CSM will seek to understand and align client goals with the ClickDimensions solution creating client advocates and helping drive business outcomes through continually unlocking the value of our product offering. ClickDimensions CSMs are the our clients strategic advisors, who think about alternative outcomes to help solve problems and advise on solutions to deliver value.

Requirements

2+ years marketing automation experience AND/OR 2+ years account management or other client-facing experience
Clear understanding of marketing, sales processes and best practices (or equivalent)
Ability to lead, own, and manage processes as well as client relationships
Comfortable presenting and running online customer meetings to all levels of an organization
Strong aptitude for self-directed work
Able to analyze, interpret, and leverage data in business recommendations
Excellent written and verbal communication skills
Ability to build trusted relationships
Bachelor’s Degree in a relevant field of study strongly preferred.

Nice To Haves

Client-side marketing experience a plus

Responsibilities

Responsible for helping define the content and processes for Customer Success now and through future growth
Partner with an Onboarding Specialist to ensure a smooth handoff of the client through the initial setup of ClickDimensions
Serve as the marketing automation and best practices consultant for new customers by guiding them through ClickDimensions Success Planning with the goal of understanding their goals and helping them successfully align ClickDimensions with their goals
Define and agree upon customer success with customer
Proactively monitor client accounts based on their defined success plans and provide guidance/advice based on marketing best-practices as needed
Prepare and conduct regular success checkpoints and QBRs (quarterly business reviews) with key client contacts to ensure adoption of and success with ClickDimensions, provide recommendations for improvement, as well as continued re-alignment of customer goals
Actively manage a book of customers efficiently, remaining organized and prioritizing customer escalations appropriately
Responsible for identifying at-risk accounts and implementing effective response actions to ensure customer success, satisfaction retention with ClickDimensions
Communicate with account management throughout the customer lifecycle to identify areas of cross-“tell” and upsell and with the objective of minimizing customer churn
Serve as a strategic advisor to ClickDimensions clients