Job Details

JOB TITLE: Sr. Customer Success Manager
LOCATION: Remote
PAY RANGE: $44 - $54/hr.
DURATION: 8 Months

TOP 3 SKILLS:

• 10+ years in the tech industry (SaaS, digital marketing, or related), with proven ability to drive measurable business outcomes and customer adoption.
• Ability to lead C-level discussions, facilitate account planning, mediate conflict, and provide strategic guidance across large organizations.
• Knowledge of digital marketing software, content management, data platforms, and customer journey solutions, with experience applying insights to improve customer success.

Company:
Our client is a global leader in creative software, offering innovative tools for digital media creation, design, and marketing.

The Challenge:
The company is reinventing how brands succeed by changing the world through digital experiences. Join us and work with digital marketing leaders and innovators as a trusted executive advisor on how to create scalable, useful, personalized customer experiences. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

We are hiring a Senior Customer Success Manager to join our Digital Experience Cloud team. To achieve the significant opportunity ahead, Customer Success needs to lead the post-sales customer experience, driving adoption and value for our customers. In this role, you will serve as an industry-specialized Customer Success Manager passionate about helping your accounts achieve their goals for personalization at scale, unifying voices across the company for a cohesive plan of action, and quantifying impact along the way.

Industry Customer Success Managers deliver an outstanding experience for top customers, including responsibilities for strategic account planning, use case adoption, advocacy, and value realization. We hire dynamic, passionate, and creative individuals, adept at storytelling, who thrive in fast-paced environments.

What You'll Do:
The Senior Customer Success Manager will be responsible for customer-facing leadership to evangelize mutual success plans, engagement strategies, and frameworks for measurable impact. You will use strong executive presence and have a deep understanding of digital marketing, applying diverse sources of information, especially business trends and metrics, towards innovative customer experiences.

Responsibilities include:

• Accountable for customer's overall success, including planning, customer health, multi-solution adoption, and measurable impact through the lens of industry specialization.
• Act as the central point of contact throughout the customer's lifecycle, define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels.
• Network within accounts to achieve successful execution of client's strategy and roadmap.
• Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align, track, and evolve customer business goals.
• Drive adoption of Experience Cloud products - using data to provide insights and progress from baseline through the maturity curve.
• Champion innovation by sharing industry thought leadership and new ways your customers can use solutions to advance their digital maturity.
• Identify customer risk, and collaborate with the extended team to build and activate "get well" plans.
• Be the voice of the customer internally - sharing strategic use-cases, process improvements, and asks back into the internal ecosystem.
• Participate in ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers' success.

What You Need to Succeed:

• 10+ years of Customer Success experience in the Tech Industry (Software as a Service, Digital Marketing, etc.)
• Passion for driving customer success and measurable outcomes, with demonstrated success advising customers to deliver business value
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnership
• Strong consulting skills
• Ability to prioritize, multi-task, and perform under pressure
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Existing knowledge of software in digital marketing and/or digital media space, including data platforms, content management, and customer journeys
• Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
• Validated experience with account planning & customer success plans, including leading and facilitating executive meetings and workshops
• Effective at leading executive C-level discussions and presentations
• Flexibility to travel (approx. 20%)

Education/Experience:

• Bachelor's Degree and/or relevant work experience
• 2-4 years of customer success or technology consulting experience, with a preferred experience in digital marketing/digital experience
• Passion for partnering with customers to drive success and measurable outcomes
• Resourceful problem-solving capabilities and the skill to analyze data for detecting customer risk
• Highly motivated and proactive, with a passion for developing new skills and expertise
• Ability to prioritize, multitask, and perform effectively under situations with multiple competing priorities
• Effective member of a team and ability to collaborate across the ecosystem
• Exceptional organizational, presentation, and communication skills, both verbal and written

BENEFITS SUMMARY: Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate or annual salary only, unless otherwise stated. In addition to base compensation, full-time roles are eligible for Medical, Dental, Vision, Commuter and 401K benefits with company matching.

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