Due to an internal move we are looking for a new Senior Customer Success Manager (CSM) to join our North American Customer Success team. Reporting to the VP Customer Success North America, the Senior CSM is responsible for building strong relationships, driving adoption & value realization, and ensuring retention and growth across a portfolio of IntelligenceBank customers. Your performance is measured by customer retention rate, net revenue retention, revenue expansion and NPS scores.
This hybrid role is based in El Segundo with 1-2 days per week in the office.
As Senior Customer Success Manager, you will:
Develop an in-depth understanding of the IntelligenceBank platform and its capabilities
Build and maintain a pipeline of upsell and expansion opportunities within your customer portfolio
Achieve a set target with core performance KPIs that support growth and retention
Become the trusted advisor to a portfolio of IntelligenceBank’s customers
Work with customers to define success, ensure adoption, retention, and expansion
Continuously and repeatedly provide value to customers by being a source of best practices and ensuring they get the most value out of the IntelligenceBank platform
Develop and execute on Account/Customer Success plans in keeping with account tier expectations
Regularly engage with each customer on strategic and operations reviews
Keep customers up to date with new and soon to be released features and enhancements most relevant to them
Oversee customer’s Helpdesk/Support tickets and support if escalation is required
Maintain accurate and up to date notes, contacts, opportunities, and activities against all assigned accounts in Salesforce
Act as a liaison between the customer and the IntelligenceBank product team to represent the customer’s feedback accurately and advocate for their needs
Identify new ways to improve our internal processes
This role will ideally suit a strong account manager with extensive enterprise SaaS sales experience. We have a few key requirements so please read on and see if you've got what it takes to be a part of our team:
Demonstrated history of increasing account share of wallet across a diverse customer base
Ability to develop strong customer relationships, manage expectations, and problem-solve
Ability to present, communicate, and work effectively with others
Outstanding discovery and listening skills
Strong analytical skills and use of data to help drive adoption, uncover opportunities and risk.
Experience with Digital Asset Management (DAM) or Marketing Operations (MOPs) / Project Management software a plus
Experience with Salesforce and other SaaS tools a plus
Understanding of the Marketing process a plus
Next Steps:
Once you’ve applied, your application will be reviewed by one of our team and you’ll be updated by phone or email regarding its status.
Our application process includes phone screening, face to face interviews covering behavioural and technical questions that address our values as well as the requirements of the role you’ve applied for and, finally, references and criminal history checks.
So apply now and we look forward to getting to learn more about you!
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