Senior Customer Success Manager

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

📋 Description

• Take charge of the complete customer relationship: Manage the customer lifecycle with a focus on enhancing adoption, usage, product engagement, best practices, and overall satisfaction with Guideline solutions.

• Account Management: Foster and maintain robust, long-lasting relationships with customers to ensure they derive maximum value from our solutions.

• Alliance & Channel Partner Development: Cultivate and oversee relationships with alliance and channel partners. Support business development initiatives by collaborating with leaders and senior individual contributors. Act as the primary relationship owner for these partners, ensuring mutual value and sustainable growth.

• Renewal and Expansion: Manage the customer renewal process, proactively overseeing timelines and engaging with customers throughout the year to deliver exceptional service and facilitate seamless contract renewals. Introduce both new and existing products to enhance customer benefits and expand accounts.

• Customer Retention: Enhance customer satisfaction by regularly interacting with clients to comprehend their business objectives and identify upselling or service expansion opportunities.

• Success Planning: Create and execute customized success plans for each customer, aligning solutions with their changing needs to boost the likelihood of renewal and long-term growth.

• Data-Driven Engagement: Monitor customer health metrics and usage patterns, leveraging this data to tackle risks or challenges that might affect renewal success.

• Collaboration: Partner closely with sales, product, and support teams to overcome any renewal obstacles and ensure customer expectations are met or surpassed.

• Identify opportunities for product expansion: Collaborate across functions with product and sales teams to uncover opportunities where alliance and channel partners can enhance Guideline's value proposition—whether through data contributions that strengthen our platform or derivative products that address our customers' evolving needs.

• Provide guidance on product functionality: Advise on product features and workflows tailored to the specific business needs and goals of each client. Understand client objectives and guide them on leveraging Guideline solutions (software) to meet these goals.

• Conduct consultations, demos, training, and QBRs: Engage clients through consultations, demos, trainings, and Quarterly Business Reviews (QBRs). Educate users on product features and utilization to drive value realization.

• Stay abreast of product and market changes: Keep updated on product and market developments to ensure clients can effectively leverage new offerings and stay ahead of industry trends.

⛳️ Requirements

• A minimum of 5-8 years of experience in a customer-facing role, ideally in B2B SaaS customer success, account management, or consulting.

• Proven record of success in managing alliance or channel partnerships is highly preferred.

• Prior experience in the media, advertising, media intelligence, DaaS/SaaS, or ad measurement sectors.

• Understanding of how brands, agencies, or media owners assess and act on media intelligence data is advantageous.

• A growth-oriented mindset.

• Critical thinking skills coupled with a solution-oriented approach.

• Ability to identify and act upon opportunities for process improvement, product usage, customer engagement, and cross-functional collaboration, along with comfort in technical solutions.

• Excellent written and oral communication abilities, with a genuine desire to see clients succeed.

• Highly organized and responsive to both customer needs and internal teams.

• A curious mindset with a willingness to learn, explore, and educate others.

• Outstanding relationship-building capabilities, with empathy for customer challenges and a commitment to effectively resolving issues.

• Proven ability to manage competing priorities with urgency while maintaining professionalism and accuracy.

• Proficiency in Excel, PowerPoint, and Salesforce; familiarity with Jira, Gong, Pendo, and advertising data or media intelligence platforms is preferred.

• Bachelor’s degree in communications, advertising, business, information technology, or a related field is preferred.

🏝️ Benefits

• Medical, Dental, Vision, Health Savings Account, Flexible Spending Account.

• Short-Term Disability (STD), Life, Long-Term Disability (LTD), and Accidental Death & Dismemberment (AD&D).

• 401(k) plan with a company matching program.

• Unlimited Paid Time Off (PTO).

• Paid Parental Leave.

• Commuter Benefits.

• Employee Recognition Program.

• Referral Bonus Program.