Job Description

And we believe that relationships matter, so we’re on a mission to create more human connections in a digital world. If you’re ready to seize tremendous opportunity, take ownership, and do meaningful work that moves the needle, you’re in the right place.

About Your Role:

The Customer Success Manager is the trusted advisor to our customers. As a Tech Touch Customer Success Manager at Sendoso you will be responsible for utilizing technology to drive customer adoption and value at scale through the development and execution of the Tech Touch program for our SMB Essential customer segment. Your strategies to assist the customer will help them gain value from the Sendoso platform and drive adoption.

What You'll Do:

This is a player coach role and a critical position for Sendoso in order to help scale the company for high growth. Specifically, you will:
Help to build out the tech touch program across the customer journey.
Work collaboratively with cross functional teams (marketing, enablement, product, support) to ensure we have the right content and customer enablement in place to support this segment at scale.
Identify repeatable strategies and playbooks designed to drive adoption and mitigate risk.
Utilize 1:many communication strategies to drive end user engagement, maximize product adoption and deliver proactive renewal reminders.
Proactively communicate with customers and work to build out-reach programs that drive value across this segment.
Develop cadences of “tech touches” aligned to the customer journey including: new customer welcome, implementation, adoption, impact, expansion/renewal
Monitor at-risk customers through usage, reporting and analytics. Take appropriate actions to manage and/or escalate to an efficient resolution working closely with Support to address and resolve.
Forecast outcomes, mitigate risk, and drive renewal growth strategies.
Leverage data insights to manage progress, performance, and priorities.

Experience:

5+ years of experience in customer enablement, customer success, customer operations, or program management
Experience building or executing one-to-many programs through scalable technology
Knowledge of and experience with B2B, digital marketing technologies
Deep commitment to Customer success – we want to drive Customer Happiness!
Someone analytical by nature with a knack for solving real-world business challenges
Strong communication, enablement, and program management skills
A creative executor who is skilled at working cross-functionally
A self-starter with ability to manage time and prioritize competing demands
Passion about building a great company and a customer-centric culture
Experience with Salesforce and Gainsight or other customer success tool (a huge plus)