Customer Success Manager (Remote)

Customer Success Manager

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.

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

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