Client Success Manager

Client Success Manager

About Drips

Drips helps big brands drive 1:1 conversations with large audiences at the most critical moments in the customer journey. We use an AI-powered conversational outreach strategy that includes human-like two-way texting, scheduled calling, and voicemails. Backed by a proprietary natural language processing model, our platform has handled over half a billion conversations to date, enabling us to deliver automation at a scale that no competitor in the messaging industry has been able to match. That’s why we’re the platform of choice for some of the world’s most recognizable enterprises.

Drips’ focus on empowering enterprises to drive real, meaningful conversations with consumers has sparked rapid growth since the company was founded in 2016. We are well funded and looking to accelerate the next era of growth and expansion of our team.

However, we’re more than just a high-growth company. We’re a community. Even though we work remotely, we’ve fostered a one-of-a-kind work environment by embracing our core values: Happiness, Team, Lean, Passion, and Improve. If you want to love the product you work on, solve hard problems, and grow your career, we want to talk with you!

Job Overview

The Client Success Manager (CSM) works with mid-to-large enterprise accounts across various industries. The CSM’s role is to establish themselves as a trusted advisor to drive successful client experience and support renewal and growth. The ideal candidate for this role is determined to lead Drips clients to achieve the success metrics laid out for each campaign and address various business challenges through use of Drips campaigns. They are primarily responsible for leading the day-to-day client communication across their portfolio and delivering insightful performance reporting and analysis. They will engage in some performance troubleshooting, while appropriately delegating deeper investigations. In addition, the CSM must execute these job responsibilities within the framework of Drips Core Values. Additional duties and responsibilities as assigned.

Duties/Responsibilities

The Client Success Manager role can be broken down into three key areas. Those key areas and the related responsibilities include:

Campaign Performance Strategy & Insights

• Become an expert at the strategy and best practices for a Drips campaign, how to guide clients towards high-level campaigns, and the key pieces of the campaign to analyze for performance and strategic insights. Utilize internal tools such as Salesforce and Tableau to thoroughly understand campaign performance trends.
• Gather required information and strategy for new campaigns (Projects). Guide your clients to establish realistic goals and success measures for Drips campaigns.
• Utilize Salesforce cases to communicate design requirements to the production team for setup.
• Lead campaign design, planning, and review with clients for approval.
• Own delivery of recurring performance reporting for client campaigns. Determine meaningful performance trend insights and optimization recommendations, partnering with a Client Success Associate to provide you with supplemental performance details.

Client Communication

• Own the day-to-day client-facing communication for Accounts in your portfolio, and build relationships across the client organization (business and IT/technical stakeholders). Adhere to Response Time SLAs in-line with Client Account Tier. Manage delegation of client requests and investigations as appropriate to Client Insights, Production, or Product/QA teams.
• Lead recurring client performance calls (weekly, biweekly, monthly depending on Client Tier).
• Participate in & lead prep with Account Manager for recurring Monthly Strategic Calls & QBRs.
  Client Health & Risk Management
• Act as the voice of the client internally to advocate customer’s needs.
• Current-Month Revenue Forecasting – Own the updates to current-month forecast projections, based on a solid understanding of expected growth or contraction of your account’s current campaigns.
• Client Health – review Client Health scoring on a weekly basis for all Accounts. Lead adjusting or escalating changes. Partner with Account Manager for alignment on scoring.
• Be aware of the client’s business goals, objectives, and changes within the client organization to identify expansion opportunities and to proactively address any challenges that might impact the use of our solution.

Profile for Success in this Role

• Friendly, flexible, and comfortable working with a variety of internal teams across Sales, Operations, and Product Development.
• Detail-oriented and committed to solving client problems.
• An articulate communicator who doesn’t shy away from a challenge.
• Comfortable working in a fast-paced and ever-changing startup software company environment in which process is constantly developing.
• A positive can-do attitude in a culture that prides itself on the belief that we are stronger together.
• A team player with patience for ambiguity.
• Eager to contribute & not afraid to ask questions.

Required Skills

• At least 4 years of experience as an Enterprise CSM or Enterprise Project Manager (client-facing), delivering managed service strongly preferred.
• Adept with Microsoft Office suite. Fast learner of software (Salesforce, Tableau). Experience or comfort with using Microsoft Teams and other messenger services to communicate.
• Comfortable translating complex ideas and issues to an uninformed audience. Must be able to translate data into actionable business insights related to clients’ business goals and strategy.
• Ability to manage and support tasks and due dates for multiple clients at once.
• Strong organizational skills. Keen ability to pay attention to the details.
• Exceptional verbal and written skills. Must be able to build comfortable and positive relationships with customer team members at varying levels, up to Executive level.
• Must be a self-starter able to work with limited supervision.
• Ability to work independently as well as part of a team in a remote environment. Drips is a fully remote work environment.

Preferred Skills

• Experience in affiliate marketing or lead generation space, marketing campaign management.
• Working knowledge of web-based SaaS products.
• Experience working in a growing tech company.
• Experience in a performance marketing environment.