Customer Success Manager

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Act as the primary liaison for clients within designated named accounts.

• Establish and nurture robust, enduring relationships with customers to foster satisfaction and loyalty.

• Comprehend customer goals and align our offerings to fulfill those objectives.

• Manage and supervise the onboarding process for new clients, ensuring a seamless and prompt integration of products.

• Work in partnership with internal teams to accelerate service delivery and adhere to onboarding deadlines.

• Track client engagement and product adoption metrics.

• Conduct routine check-ins and provide training sessions to help clients maximize the use of the platform.

• Tackle any adoption obstacles with customized solutions.

• Formulate strategies to maintain high retention rates and oversee the contract renewal process.

• Anticipate and address potential churn risks, applying mitigation strategies as necessary.

• Identify and present opportunities for clients to broaden their service portfolio in response to changing needs.

• Collaborate with the Account Sales Director to facilitate smooth transitions for upselling or cross-selling initiatives.

• Collect client feedback and relay it to the product and service delivery teams for ongoing enhancement.

• Serve as the client's representative within the organization, ensuring their needs and concerns are prioritized.

• Utilize CRM and Gainsight to keep client records current, track interactions, and evaluate success metrics.

• Provide regular updates to management regarding client health, renewal forecasts, and potential risks.

⛳️ Requirements

• Bachelor’s degree in Business, Marketing, Communications, or a related discipline.

• A minimum of 3-5 years of experience in customer success, account management, or a comparable role, ideally within the digital marketing sector.

• An AI-first attitude, with the capability to consistently utilize AI tools to simplify processes, enhance workflows, improve efficiency, and drive measurable business results.

• Proven ability to cultivate strong relationships and manage key customer accounts effectively.

• Solid understanding of digital marketing services such as social media and content marketing.

• Strong problem-solving abilities and the competence to address challenging client situations with professionalism.

• Familiarity with CRM and customer success tools like Salesforce, Gainsight, or similar platforms.

• Exceptional verbal and written communication skills.

🏝️ Benefits

• Dynamic and international work environment.

• Opportunity to collaborate with some of the world’s leading brands at a top CX tech firm.

• Agile and open-minded organizational culture, characterized by high levels of trust and flexibility.

• Potential for professional growth and advancement.

• Chance to engage with new and innovative technologies in a setting that promotes fresh ideas.

• AI-first workplace, featuring access to advanced AI tools (ChatGPT, Claude, Gemini, and more), enabling you to work more intelligently, innovate more rapidly, and develop AI skills for future use.

• Flexible working conditions.

• Unlimited Paid Time Off.

• Sick Days & Community Service Days.