Senior Customer Success Manager

Salary Range: $120,000.00 - $135,000.00 per year base salary (depends on experience, location, business needs, and market demand).

Who We Are

Persado is an innovative Marketing AI platform that integrates high-performance creative generation with automated review of compliance risks. Used by 8 out of the top 10 US banks today, the Persado platform orchestrates and facilitates interactions between a bank's marketing team and its compliance team as they generate collateral that balances performance and compliance risk. Persado is at the forefront of helping marketing teams in highly regulated industries—such as banking, insurance, and financial services—manage content with speed, compliance, and confidence. Our platform empowers enterprise marketing departments to generate and deliver personalised timely, compliant content across channels with unparalleled efficiency and oversight. 

As an employer, Persado is committed to creating a place where everyone’s unique perspective is valued. We understand that our team members and our inclusive culture are what make Persado special. Persado is proud to be named on Fast Company’s World’s Most Innovative Companies list in 2020 and Built In’s Best Places To Work in 2021, 2022 & 2024.

What We Are Looking For

As a Senior Customer Success Manager, you will partner with customers to drive value through adoption of Persado’s platform, collaborate daily, build relationships, track success metrics, and identify growth opportunities.

What You Will Work On

• Drive customer engagement and adoption of Persado, serving as the lead day to day contact for Fourtune 500 Enterprise accounts in the Financial Services, Media and Technology industry
• Apply a results-oriented, methodical approach to collaboratively develop and execute an account plan and operating playbook that moves customers along a maturity path 

• Deliver against customer’s strategic organizational objectives on a quarterly, semiannual and / or annual basis

• Build and expand core relationships throughout the organization 

• Partner with CS and Sales leadership to identify and expand account opportunities

• Be an advisor, expert and evangelist of Persado products and testing methodologies: educate and onboard customers, develop users and supporters, build a story of program success, and advocate for customer needs
• Collaborate with marketing managers, analysts and deployment specialists at your customer account to identify and plan campaign opportunities
• Lead bi-weekly or monthly status calls and other ad hoc working sessions (planning, support, results review)
• Play a leading role in business reviews and program governance meetings and serve as the primary point of escalation
• Use creative problem-solving to manage multiple work streams simultaneously and deliver results in a fast-paced environment. 
• Build and advance skills including:
• Identify opportunities for process or product improvements to improve customer experience and outcomes
• Platform analytics (ex: Google Analytics, Adobe Analytics, Bluecore) and testing and delivery platforms (i.e. Salesforce, Adobe, Optimizely)
• Build a strong understanding of cross-channel digital marketing (email, web, search, social and other paid media, mobile, etc.)
• Travel to clients as needed (estimated 1-2 times per quarter)
  

What You Bring

The ideal candidate will be bright, ambitious, self-driven, hard-working, team player and flexible.

• 6-8 years of relevant experience in Customer Success, Program Management, or Account Management at a high growth Enterprise SaaS company, or equivalent experience in digital agencies working with Enterprise customers.
• Consultative mindset in assessing business and strategic customer priorities
• Prioritization skills and methodical approach to creating/completing to-do lists
• Ability to deliver results in a demanding and fast-paced environment that requires creative problem-solving skills
• Strong foundational understanding of the digital marketing ecosystem, including email marketing, display advertising, social, mobile commerce, etc.
• Analytical and data-driven mindset and makes decisions with data including having a strong grasp of financial business value / ROI cases
• Experience in leading customer interactions including status calls, building program presentation decks, and key communications across several cross-functional groups
• Good at managing multiple work streams including all aspects of customer engagements and communicating clearly the implications to key customer team stakeholders
• Strong ability to manage cross functional teams delivering to Enterprise Customers as well as managing upwards
  
• Obsessed with customer outcomes
• A fast learner, eager to learn about new solutions, technologies and processes
• Solid analytical thinking and problem solving capability
• Collaborative team player with the ability to shift gears quickly and efficiently
• Dependable, reliable with strong attention to detail
• Self-driven, professional, and proactive to take ownership of projects
• Strong communication skills, ability to own meetings and keep everyone on track
  
  What We Offer

Achieve your life goals and work goals at Persado!

• Persado’s hybrid working model empowers both remote and in-office work equitably.
• Competitive and equitable compensation with generous benefits packages globally.
• 401k matching (USA); Pension Scheme (Certain EU locations) to prepare for your future.
• We encourage professional growth through our dedicated enablement and training, as well as on demand tools and resources.
• Employee Enrichment Fund to pursue a passion or upgrade your home office.
• Structured onboarding program to ensure a confident start and long-term success for new hires.
• Strong emphasis on career development and mobility, continuous feedback loops and performance management.
• Flexible time off to support work-life harmony (including Summer Fridays and a one week Winter Holiday Break).
• #PersadoCares: two paid Volunteer days per year and charitable donation match.
• Robust Diversity, Inclusion and Belonging initiatives; culture month celebrations, monthly diverse speaker series, commitment to bias-free recruitment, ERGs (#culture, #mindsmatter, #parents, #women, #green, #pride - and more).
  

Valuing diversity at Persado means recognizing and respecting human differences and similarities. Persado is committed to diversity with respect to all aspects of employment. All decisions regarding recruitment, hiring, promotion, compensation, employee training and development, and all other terms and conditions of employment, will be made without regard to race, religious beliefs, color, gender identity, sexual orientation, marital status, physical and mental disability, age, ancestry or place of origin.

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