Iterable · 8 hours ago

Senior Manager, Customer Success

United States

Full-time

Remote

Mid, Senior Level

$116K/yr - $175K/yr

5+ years exp

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Responsibilities

Understand how customers are using the product and find ways for them to use it more effectively and increase ROI

Drive regularly scheduled check-ins, QBRs with customers while monitoring client satisfaction

Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion

Maintain a trusted advisor relationship with each assigned client

Be on the front lines of solving any issues our customers may face

Build, manage and motivate a highly effective Customer Success team

Identify, track and report metrics that measure your team’s effectiveness at solving customer problems and contributing to the company’s mission

Proactively identify changes we can make to our application to make our customers' lives easier

Work with Engineering, Product, Marketing and Sales teams to effectively communicate product functionality and messaging to customers and prospects

You'll have the responsibility of developing a Customer Success strategy which can be scaled for the company's growth

Responsible for department management including staffing, training, performance management and career development of associates

Create training materials and workshops to facilitate knowledge sharing and best practices

Work with the Support team to resolve any tickets or issues faced by your customers

Qualification

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B2B customer successEmail marketingAPIsHTMLCSSJavascript