83 applicants

Company

Propensity · 4 hours ago

Customer Success Manager

United States

Full-time

Remote

Mid Level

3+ years exp

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Responsibilities

Support assigned book of business with onboarding and training of Propensity products and services and act as an “Onboarding Specialist” to ensure the prompt and successful onboarding of Propensity.

Build and communicate a customer success plan for each account (key goals/objectives, define success, requirements gathering, stakeholder engagement).

Communicate and meet with clients regularly to review, plan, and analyze current and future campaigns.

Develop a trusted ABM advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they achieve full business value.

Be responsible for executive relationships, forecasting, managing escalations, and driving business value.

Assist with defining, educating, and monitoring KPIs to assess customer value, health, and potential churn risks.

Drive continuous improvement across all of the Propensity processes and CS deliverables.

Build customer advocates who will speak on behalf of Propensity as a reference and share success stories through events and content.

Provide customer feedback to Product Management and propose opportunities to improve product features/capabilities.

Command credibility with senior executives through strong presentation, verbal, and written communication skills.

Qualification

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Customer Success ManagementSaaS ExperienceAccount-Based MarketingAnalytics SkillsB2B Relationship BuildingCRM Navigation

Required

3+ years managing a book of business within Customer Success with responsibility for renewal, forecasting, and customer expansion

Client-facing experience within a SaaS software company is required, with a preference for marketing technologies

Experience building relationships and driving value in B2B environments

Strong analytics capabilities – building, analyzing, and interpreting customer data to present ROI

Proven ability to manage multiple accounts simultaneously while maintaining attention to detail

Demonstrated experience interacting with B2B enterprise customer teams at all levels and building coalitions within complex large organizations

Experience quantifying business objectives, educating customers on performance, and evangelizing results to achieve customer renewal and expansion

A growth mindset, viewing setbacks as learning opportunities, and a need to optimize

Highly adaptable, comfortable with ambiguity, and easily acclimating to a rapidly changing environment

Must be tech savvy and able to navigate a CRM and tech stack

Self-motivated with the ability to work independently as well as part of a team

Preferred

Expertise in Account-Based Marketing and previous experience working closely with marketing teams

You are a motivated team player, comfortable working at a high-growth company still defining certain customer success processes, and will actively contribute to filling in gaps and building out processes as needed

You ask the right questions to uncover customer issues and clearly articulate how Propensity will address them

You partner well across the organization, regularly interfacing with Product, Marketing, and Sales to maintain alignment and refine best-of-class processes

You are a highly organized individual who can manage moving schedules and the needs of customers