OverviewThe
Customer Success Manager II manages a portfolio of small to medium-sized media customers, acting as a trusted advisor and strategic partner. This role drives customer adoption, retention, and expansion while proactively identifying opportunities to deliver value and influence product strategy. The CSM II collaborates closely with cross-functional teams to resolve issues, implement solutions, and ensure a seamless customer experience.
What You'll Do- Act as the primary point of contact for a portfolio of small to medium-sized media customers, building long-term, strategic relationships
- Guide customers through onboarding, adoption, renewal, and expansion, ensuring alignment with their goals and objectives
- Conduct business reviews, health checks, and strategic discussions to monitor satisfaction, product utilization, and adoption trends
- Serve as a customer advocate internally, collaborating with Product, Support, Onboarding, and other teams to address feedback and implement solutions
- Monitor customer health metrics and proactively identify risks, designing retention strategies and interventions
- Identify opportunities for account growth, including upselling, cross-selling, and driving expansion initiatives
- Deliver advanced product training, thought leadership, and best practices to help customers achieve outcomes and maximize ROI
- Analyze trends, adoption patterns, and feedback to provide insights and recommendations to leadership and product teams
- Maintain accurate records of interactions, updates, and outcomes in CRM and customer success platforms
Who You Are:- Excellent communication, interpersonal, and relationship-building skills with a customer-first mindset
- Strong strategic thinking, problem-solving, and analytical skills
- Proficiency in CRM and customer success platforms (e.g., Gainsight) and familiarity with success metrics
- Experience managing multiple accounts and priorities in a fast-paced environment
- Minimum 3-5 years of experience in customer success, account management, or a related field
- Ability to influence internal teams and drive cross-functional alignment to deliver customer value
- Enthusiasm for technology and commitment to continuous learning about products and solutions
*Fully granted from beginning of year, pro-rated if hired mid-year
**Must be full-time for at least 3 months
***Must be full-time for at least one year
