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Customer Success Manager

Job ID: 25-07080
Job Title: Customer Success Manager
Location: New York, NY 10012
Duration: 6 months
Contract Type: W2 only
Pay Rate: $94.01/Hour
 
The Opportunity:          
  • We are seeking a Customer Success Manager to work in our Digital Media team to service large Advertising Agency and SI customers.
  • In this role, you will work with our customers to build strong partnerships, drive adoption of our emerging solutions and ultimately ensure they realize value from their investment.
  • In addition, you can expect to work closely with a cross-functional client ecosystem including Account Executives and product specialists to develop new value propositions, build awareness, and reveal new growth opportunities.
 
What You'll Do:
  • Be accountable for Customer’s overall success with client, including utilization of client’s solutions, customer health and satisfaction and renewal readiness.
  • Act as the main point of contact throughout the Customer post-sales lifecycle, define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels.
  • Collaborate with senior level account collaborators to efficiently implement the customer's strategy and roadmap.
  • Deliver an exceptional customer experience through proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to meet customer business goals.
  • Inspire innovation and thought leadership by sharing resources and new ways your customers can use client’s solutions to accelerate and advance their creative process.
  • Identify customer risk, and partner with the client’s ecosystem team to establish and carry out risk mitigation and improvement strategies.
  • Relay the voice of the customer internally at client – sharing strategic use-cases, process improvements and asks back into the internal ecosystem.
  • Lead ongoing initiatives that help continuously improve our approach and effectively secure our customer’s success.
 
Required Skills:
  • Bachelor’s Degree and/or relevant work experience 
  • 10+ years of related experience in the advertising agency space and/or technology services (Customer Success, Consulting, Business Development, client-side experience, etc.) 
  • Knowledge of the Advertising and/or Professional Services industries
  • Passion for driving customer success and measurable outcomes 
  • Shown effectiveness handling a portfolio of large, complex, and strategic enterprise customer accounts at a senior level
  • Exceptional interpersonal, presentation, and communication skills, both verbal and written 
  • Ability to prioritize, multi-task, and perform under pressure 
  • Strong communication and social skills, with the ability to navigate and mediate conflict and cultivate joint partnerships 
  • Existing knowledge of software in digital marketing and/or digital media space 
  • Expert at Program Management within large organizations, helping to inspire change across groups by engaging key partners 
  • Validated experience with account planning & customer success plans 
  • Effective at leading executive C-level discussions, presentations, meetings, and workshops
  • Flexibility to travel (approx. 20%) 
  • Familiarity with Adobe Creative Cloud tools like Photoshop, Illustrator, InDesign, as well as Adobe Firefly and Adobe Express a big plus.   
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