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Customer Success Manager

Job ID: 25-10241
Job Title: Customer Success Manager
Location: Remote – Must work in Pacific Time
Duration: 5-6 Months
Contract Type: W2 only
Pay Rate: $54.37/Hour
 
Role Mandate
  • We are hiring a Senior Customer Success Manager, to join our Client’s Experience Cloud team on our High Tech & Manufacturing team.
  • To seize the significant opportunities ahead, Customer Success must lead the post-sales customer experience by showcasing opportunities for solution adoption and consistently delivering value for our customers at every interaction.
  • In this industry-specialized capacity, you will serve as a trusted resource dedicated to assisting your accounts in achieving their goals for large-scale personalization and digital transformation by unifying various perspectives within Client for a cohesive strategy and measuring the impact throughout the process.
  • Industry CSMs provide an exceptional experience for Client’s top customers by planning strategy, identifying use cases for deeper adoption, providing advocacy, and realizing value along the way.
 
Responsibilities
  • The Senior Customer Success Manager will lead the charge in creating mutual success plans, engagement strategies, and frameworks for measurable outcomes, ensuring our customers thrive.
  • With your dynamic executive presence and in-depth digital marketing expertise, you'll highlight business trends and key in on metrics to drive unparalleled customer experiences.
  • Accountability for the overall success of the customer with Client, including vision planning, customer health, multi-solution adoption, and measurable impact from an industry specialization perspective.
  • Serving as the central point of contact throughout the customer's lifecycle, defining measurable success plans with clear outcomes, and ensuring cohesive communication across internal and customer audiences at all levels.
  • Networking within accounts to ensure the successful execution of the customer’s strategy and roadmap.
  • Delivering an exceptional customer experience via proactive communication, coordinating the appropriate internal resources, and using the customer engagement model to align, track, and advance customer business goals.
  • Use data to drive Client’s product adoption and track progress from start to transformation.
  • Championing innovation by sharing industry trends and new methods your customers can use Client’s solutions to enhance their digital maturity.
  • Identifying customer risks and collaborating with the extended Client team to devise and implement “get well” plans.
 
Required Skills:
  • 10+ years of Customer Success experience in Software as a Service, Digital Marketing with an emphasis on B2B customers and use cases
  • Dedicated to achieving customer success outcomes by guiding customers in delivering business value
  • Strong communication skills, with the ability to mediate conflict and build partnerships
  • Strong consulting skills
  • Ability to prioritize, multi-task, and perform in a fast-paced environment
  • Exceptional organizational, presentation, and communication skills, both verbal and written
  • Existing knowledge of software in digital marketing and/or digital media space, including data platforms, content management and customer journeys
  • Skilled at Program Management within large organizations, helping to inspire change across groups by engaging key partners
  • Effective at leading executive C-level discussions and presentations
  • Flexibility to travel (approx. 30%)
 
Education:
  • Bachelor’s Degree and/or relevant work experience
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