Position Title: Customer Success Manager
Location: Virtual, United States
Employment Type: Full-Time
Onsite, Remote/Flexible, or Hybrid: Remote
Department: Customer Success
Hiring Manager: Director, Customer Success
Travel: Minimal (Up to 5%)
Benefits: Medical, dental, vision, HSA, FSA, 401(K), life insurance, parental leave, and mental health resources all beginning on first day of employment. See Benefits section below for more details.
POSITION SUMMARY:As a Customer Success Manager (CSM) at our SaaS company, you will play a vital role in ensuring our customers succeed and derive maximum value from our product. You will guide customers through their entire journey, from onboarding to adoption and value realization phases. By understanding their needs, you will act as a trusted advisor, ensuring they fully leverage our platform's capabilities to meet their marketing objectives.
WHAT YOU WILL BE RESPONSIBLE FOR:- Develop an intimate understanding of your customers' businesses, conduct health checks
- Represent to our customers as a trusted advisor, advocate and marketing thought leader/subject-matter-expert, conduct regular executive business reviews
- Enlighten our customers with insights gleaned from their own data and industry trends
- Ensure customers get maximum value from Aprimo by leveraging full platform functionality
- Liaison between your customers and all the internal teams
- Handle customer concerns with confidence, putting them at ease
- Develop a network of champions within each account through education, coaching, and strong influencing skills
- Own the customer journey through various stages:
- Onboarding Phase:
- Work closely with the Onboarding Specialist and lead the onboarding process for new customers, ensuring our platform's smooth and efficient implementation into their marketing ecosystem.
- Work closely with the Account Executive (AE) to ensure a seamless handoff from the sales process to post-sales onboarding.
- Adoption Phase:
- Monitor and analyze customer usage patterns and behavior to identify increased adoption and engagement opportunities with our product.
- Proactively provide guidance and support to customers to drive adoption and help them integrate our solution into their marketing strategies.
- Value Realization Phase:
- Collaborate with customers to understand their business goals and provide strategic insights to help them achieve measurable results using our product.
- Conduct regular business reviews with key stakeholders, highlighting the value and ROI delivered by our solution.
- Leverage AI tools in day-to-day work including account research, call prep, renewal analysis, and customer communications to operate with greater speed and precision across your portfolio
- Deliver Premier Success engagements, partnering with customers to scope, plan, and execute high-value advisory sessions that drive measurable adoption and ROI outcomes
- Additional responsibilities and duties as required
CANDIDATE QUALIFICATIONS & WHY YOU'RE A GREAT FIT FOR THE ROLE:- The Essentials
- Four-year degree required.
- Minimum of 4 years' experience demonstrable experience in a CSM role in a B2B SaaS Company.
- Solid understanding of marketing technology and SaaS products.
- Excellent communication and interpersonal skills to build strong relationships with customers.
- Proven experience working with US based customers is highly desired.
- Analytical mindset to interpret data and provide actionable insights.
- Proven ability to foster internal/external relationships, overcome objections and motivate clients.
- Additional Successful Qualities
- Willingness to be on Camera.
- Excellent organization, planning and project management skills.
- Ability to schedule, manage and liaise daily touchpoints with Customer and Internal resources on a US/EMEA work schedule
- Must be an independent self-starter possessing excellent time management skills and be able to manage multiple clients simultaneously
- Ability to operate with minimal guidance; must be able to exercise sound judgment and decision making in challenging situations
- Prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment
- Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients' needs is imperative
- Able to build collaborative relationships with supervisors and peers; able to delegate responsibilities with ease; able to provide constructive feedback and praise; able to understand and educate others
APRIMO BENEFITS WE OFFER:- Target Compensation: Annual base salary target of $105,000 to $140,000 depending on job related knowledge, skills, and level of experience. This is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills and abilities, as well as internal equity, alignment with market data, or other law.
- Bonus program that pays out quarterly
- Competitive benefits coverage that begins on the first day of employment, and includes:
- Medical benefits with low premiums and choice of two programs (PPO or High Deductible)
- Dental benefits with choice of two programs (PPO or HMO)
- Vision benefits program
- Health savings account (HSA)
- Flexible spending accounts (FSA) for medical care, dependent care, and commuter/transit benefits
- 401(K) savings plan that matches the first 4% of compensation at 100%, and the next 2% at 50%
- Basic life insurance covered at 100% and twice the base salary, with additional voluntary/optional coverage available
- Disability insurance covered at 100% for 10 weeks for short term disability and covered at 50% for long term disability
- For both biological and adoptive parents, maternity leave is paid at 100% for up to twelve weeks and paternity leave is paid at 100% for six weeks
- Employee Assistance Program (EAP) that provides employees with mental health resources and therapy consulting
PHYSICAL REQUIREMENTS:- Must be able to remain in stationary position, often standing or sitting for prolonged periods and performing sedentary work that primarily involves sitting/standing
- Must be able to move about to accomplish tasks or moving from one worksite to another
- Must be able to perform light physical work that includes lifting or moving objects up to 20 lbs. or medium work that includes moving objects up to 50 pounds on occasion
- Must be able to communicate with others to exchange information, including conveying detailed or important spoken instructions to others accurately, loudly, or quickly
- Must possess the ability to receive detailed information through oral communication at normal speaking levels
- Must be able to repeat motions that may include the wrists, hands and/or fingers (i.e., repeated typing, etc.)
- The worker is required to have close visual awareness to perform an activity and to assess the accuracy, neatness and thoroughness of the work assigned, such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
- This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, etc.
