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Connecticut Innovations · 16 hours ago

Senior Customer Success Manager

New York, NY

Full-time

Hybrid

Senior Level

$125K/yr - $145K/yr

5+ years exp

Connecticut Innovations is Connecticut’s strategic venture capital arm, passionate about serving its portfolio of over 220 companies across various industries. The Senior Customer Success Manager will partner with marketers and business leaders to leverage media content that drives demand and revenue, while managing strategic relationships and analyzing performance data to optimize customer success.

BiotechnologyEnergyInformation TechnologyMedia and Entertainment

Hiring Manager

Bo Bradstreet

Responsibilities

Own strategic relationships for a portfolio of high-value accounts, developing deep understanding of each customer's business model, competitive positioning, and growth objectives

Analyze multi-layered performance data like engagement metrics, attribution, and market trends to identify optimization opportunities and deliver actionable recommendations

Lead quarterly business reviews that connect platform performance to broader business objectives, using data to tell compelling stories about impact

Partner with internal teams (Product, Operations, & Partnerships) to advocate for customer needs, refine strategies, and ensure seamless technical implementations

Design and execute testing strategies to continuously improve campaign performance across channels, content types, and audience segments

Identify expansion opportunities based on demonstrated ROI and build champions within customer organizations

Proactively monitor account health and intervene before issues escalate - investigating data discrepancies, diagnosing performance drops, anticipating seasonal challenges

Qualification

Customer Success ManagementPerformance AnalyticsMarketing StrategyB2B ExperienceData AnalysisHospitality ExperienceStrategic CommunicationCustomer-Centric ApproachIntellectual CuriosityProblem Solving

Required

5+ years in Customer Success, Account Management, or consulting with enterprise/mid-market accounts

Bachelor's degree from an accredited university or college required, with a focus/concentration of hospitality, business, and/or marketing strongly preferred

Business fluent: You understand your customers' business models, competitive dynamics, and economic drivers; can discuss marketing performance and ROI intelligently

Analytically sharp: Comfortable with performance data, attribution models, and spotting patterns without drowning in spreadsheets

Strategic communicator: Seamlessly shift between casual troubleshooting and executive presentations; explain technical concepts without jargon

Intellectually curious: Approach ambiguous problems as puzzles to solve; energized by complexity; have strong opinions loosely held

Customer-centric operator: Balance empathy with accountability; build trust through reliability and actually knowing customers' business; view criticism as valuable data