Customer Success Manager - CRM (Remote)

Location: This position is remote within the United States. About Managed Services. Our managed service practice is a virtual operations team that provides end-to-end support for our clients so that they can achieve their business outcomes 24/7. Our support capabilities span platforms, including Salesforce, Adobe, and many others, from technical development perspectives as well as integrated marketing. ​ ​Our team make-up is diverse including customer successmanagers, technical leads, developers, analysts acrossbusiness, technology and testing as well as integratedmarketing specialists. Our team members work across multipleclient projects at once requiring them to have strongorganization and communication skills. Every problem thatcomes our way is unique, requiring our team members to havean analytical mind, a passion for problem solving, andawillingness to jump in to support fellow team members. As a Customer Success Manager, you’ll play a pivotal role in ensuring our clients achieve their business goals through seamless, end-to-end support. You’ll serve as a trusted partner, managing multiple client accounts, leading cross-functional teams, and proactively solving challenges to drive both satisfaction and growth. Manage daily client communications via email and virtual meetings Manage day-to-day operations of the support team including: Overseeing support ticket lifecycle from client submission to completion Management of release calendar per client account Led monthly backlog grooming sessions to confirm scope/priority per client account Manage all communications during Severity 1 and 2 after hours support situations Monitor monthly hours burned per client account including: Flagging when support team is nearing monthly hour max Contribute to contract renewal process including drafting initial document, management of key dates, and understanding of scope of required client support Understand client business goals, objectives, challenges, and unmet support needs to provide sound recommendations on cross-sell and upsell opportunities Ability to manage multiple workstreams in parallel required Strong understanding of agile development process, preferred Experience in a client-facing role such as Customer Success Manager, Account Manager, Project Manager, or Operations Manager Experience supporting or working with digital platforms such as Adobe Experience Cloud, Salesforce, or Drupal A background in digital marketing, web development, or technical support environments Familiarity with agile methodologies and working in cross-functional teams Proven ability to manage multiple workstreams and client accounts simultaneously A proactive, solution-oriented mindset with a passion for helping clients succeed This role is currently not available for hire or work in New Mexico, and Hawaii, USA. We create products and experiences that grow the world’s most ambitious brands. We do this by designing experiences for people, not users, and uncovering new sources of growth by leveraging our creative talent, our proprietary platform LIVE and unlocking the advantages brought to us by emerging technologies. We believe all experiences should be intelligent, shoppable and unique to every brand. Regardless of race, gender, religion, sexual orientation, age, disability, or if you’re parenting the next generation of innovators, we firmly believe that our work is at its best when everyone feels free to be their most authentic self. We strongly support diversity in the workforce. LI-POST #LI-Remote the market demand for that role and the local market conditions that exist where the employee will be based.