Senior Manager - Customer Success

2 days ago

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Iterable

WebsiteLinkedInAll Job Openings

Marketing Automation • SaaS • Growth Marketing • Email Marketing • Mobile Marketing

501 - 1000 employees

Founded 2013

🤖 Artificial Intelligence

🤝 B2B

💰 $200M Series E on 2021-06

Description

• Understand how customers are using the product and find ways for them to use it more effectively and increase ROI • Drive regularly scheduled check-ins, QBRs with customers while monitoring client satisfaction • Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion • Maintain a trusted advisor relationship with each assigned client • Be on the front lines of solving any issues our customers may face • Build, manage and motivate a highly effective Customer Success team • Identify, track and report metrics that measure your team’s effectiveness at solving customer problems and contributing to the company’s mission • Proactively identify changes we can make to our application to make our customers' lives easier • Work with Engineering, Product, Marketing and Sales teams to effectively communicate product functionality and messaging to customers and prospects • You'll have the responsibility of developing a Customer Success strategy which can be scaled for the company's growth • Responsible for department management including staffing, training, performance management and career development of associates • Create training materials and workshops to facilitate knowledge sharing and best practices • Work with the Support team to resolve any tickets or issues faced by your customers

Requirements

• Bachelor’s degree or equivalent experience • 5+ years of experience in a B2B customer success role with a fast-paced SaaS startup • 3+ years of team building and management experience • Demonstrated history of hiring and managing phenomenal talent • You are a leader with deep experience in delivering complex solutions at the enterprise level • Demonstrated ability to manage ambiguity and apply problem-solving skills • Exceptional communication and interpersonal skills • Desire to teach new customers about the platform • Strong ability to understand technical concepts and problem solve • Very strong empathy for the customer and drive to solve the problems they may face • Willingness to travel up to 25% of the time

Benefits

• Paid parental leave • Competitive salaries, meaningful equity, & 401(k) plan • Medical, dental, vision, & life insurance • Balance Days (additional paid holidays) • Fertility & Adoption Assistance • Paid Sabbatical • Flexible PTO • Monthly Employee Wellness allowance • Monthly Professional Development allowance • Pre-tax commuter benefits • Complete laptop workstation