Customer Success Manager

📋 Description

• Strategic Client Management & Growth: Actively oversee and cultivate a portfolio of high-value clients, consistently providing strategic and tactical recommendations that foster their business expansion and enhance their competitive edge.

• Persuasive Client Engagement: Organize and conduct quarterly business reviews (QBRs) and monthly strategic performance discussions, proactively addressing potential issues before they arise. You must confidently present key insights, resolve client concerns with data-driven solutions, handle objections with impactful communication, and guide clients in adopting industry-leading marketing and data practices that accelerate their business outcomes.

• Retention & Advocacy: Design and implement customer retention strategies, executing initiatives that significantly improve the overall customer experience and encourage the adoption of new features and services.

• Team Leadership & Service Operations: Plan and lead quarterly business reviews (QBRs) and monthly strategic performance discussions, proactively identifying issues. Confidently present key insights, navigate objections with persuasive communication, and direct clients to embrace industry-leading best practices. Supervise a small team of analysts to efficiently address client requests while collaborating with product teams to enhance platform functionality.

• Performance Monitoring & Reporting: Direct quarterly business reviews (QBRs) and monthly strategic performance calls, proactively spotting issues and averting low engagement. Present insights confidently, handle objections, and steer clients toward adopting best practices. Manage an analyst team while working with the product team on enhancements. Monitor key metrics (retention, churn) and alert senior management to any concerns.

⛳️ Requirements

• Proven CSM Experience: At least 4 years of direct experience as a Customer Success Manager or Key Account Manager, specifically handling a portfolio of high-value or enterprise-level clients.

• Retention-Focused KPI: A demonstrated track record in enhancing customer retention rates and NPS, with retention being a primary KPI in past roles.

• Persuasive Communication: Outstanding interpersonal, written, and verbal communication skills. Must display a high degree of persuasiveness, confidence, and presence when engaging with senior-level clients to effectively manage objections and drive decision-making.

• Strategic & Tactical Acumen: The intellectual capability and business insight to deliver both high-level strategic and actionable tactical recommendations that align with client business goals.

• Execution and Adaptability: A proactive attitude, creative problem-solving capabilities, and the ability to excel in a demanding, fast-paced environment by managing a team, effectively multitasking, and demonstrating meticulous attention to critical details.

• Bilingual: Proficiency in both Spanish and English is highly regarded.

• Consulting Background (Strong Plus, not mandatory): Experience in consulting — or a blend of CSM and consulting roles — is greatly valued.

🏝️ Benefits

• Competitive Base Compensation

• Profit Share Bonus

• Flex PTO (up to 26 days per year)

• Home Office Upgrade Bonus

• HMO Bonus

• Full-time Remote Work Opportunity for growth and team-building potential

• Ongoing support and budget to develop new skills