Senior Customer Success Partner, Enterprise

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

📋 Description

• Act as the main strategic partner for enterprise clients, facilitating value realization discussions and aligning with long-term success objectives.

• Foster robust, multi-faceted relationships with key stakeholders through regular communication.

• Enhance platform adoption and usage by analyzing customer engagement metrics, identifying risks, and uncovering opportunities.

• Conduct regular strategic business reviews, success planning sessions, and roadmap discussions that align with the customer’s marketing and business goals.

• Collaborate with Implementation and Services teams to ensure successful onboarding, accelerated adoption, and extensive education.

• Work with Product Support to direct technical inquiries and product-related matters for timely resolution.

• Team up with the Strategic Insights Team to provide tailored insights when customers need data analysis beyond platform capabilities.

• Partner closely with Account Executives to create and update joint account plans that highlight customer objectives, risk areas, and opportunities for expansion.

• Serve as the internal advocate for customers, relaying product feedback and trends to the organization to guide roadmap decisions and enhance customer experiences.

• Keep account documentation updated, including success plans, meeting summaries, risk indicators, and adoption metrics to support proactive management.

⛳️ Requirements

• Over 5 years of experience in a strategic customer-facing role, preferably within influencer marketing for an agency, brand, or technology.

• Proven experience managing and supporting Fortune 500 brands, with a comprehensive understanding of enterprise-level needs and expectations.

• Demonstrated success in managing towards business KPIs and customer advocacy metrics.

• Proficient in navigating complex organizations and establishing relationships at multiple levels.

• Passionate about problem-solving and delivering thoughtful, customer-focused solutions.

• Approaches tasks with curiosity and a desire for continuous learning, particularly regarding new tools, trends, and marketing strategies.

• Experienced in leveraging customer data to craft compelling narratives, identify risks, and suggest strategies for success.

• Confident in leading structured engagements such as success planning sessions, business reviews, and roadmap discussions.

• Collaborative and comfortable working across functions with Implementation, Support, Product, Insights, and Sales teams.

• Proficient in Salesforce, GSuite, Zoom, Slack, and tools such as Notion or Jira.

🏝️ Benefits

• Health insurance

• 401k (USA) plan to assist with future planning

• 15 days of vacation

• Floating and designated holidays

• Wellness allowance

• Paid parental leave

• Surprise meal stipends

• Work from home stipend