Head of Customer Success (Ronkonkoma)

Compensation

: $122,420.00 - $94,120.00 /year *

Employment Type

: Full-Time

Industry

: Advertising/Marketing/Public Relations



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Seasoned CRM professionals seeking an opportunity to build and scale a high-performing CSM team in the MarTech space: our client wants to meet you.

This client works with enterprise brands covering all verticals, offering competitive intelligence in real time via their proprietary, top tier solution that spans both digital and social channels. The companys Customer Success team plays a crucial role in establishing, growing and maintaining customer relationships, and fostering long term partnerships with existing customers. Customer Success owns every facet of the relationship post-sale, from the initial onboard through renewals and expansion.

In this role you will directly manage the entire Customer Success team while shaping product strategic vision to anticipate and meet changing needs in the industry. You will promote feature adoption, develop strategic insights, and communicate best practices to support customer success while collaborating closely with the heads of other functional departments (e.g., operations, marketing, sales, product) as well as C-suite leadership, taking responsibility for growth and revenue retention.

The ideal candidate has comprehensive experience working with marketing and media tech, as well as building out a CSM team.

Primary Responsibilities:

Manage all aspects of the co-located Customer Success team (e.g., recruitment, hiring, training, supervision)

Act as primary point of contact and advocate for key accounts for purposes of business reviews and stakeholder status checks, offering strategic guidance to both customers and company leadership

Keep lines of communication open with existing staff in order to proactively identify and resolve any process issues; coach Success team members to gain a deep understanding of their customers businesses in order to map company solutions to customer needs and pain points; continuously refine Customer Success operations to maximize customer satisfaction

Develop, foster and lead company projects intended to bolster customer success and product adoption

Take full charge of implementation from start to finish (e.g., onboarding, training, support/maintenance)

Partner with the sales team to offer customer experience insights and use cases for sharing with prospects

Act as primary point of contact for product development staff; assist in development and prioritization of new features to meet customer needs and industry standards

Required Experience, Skills and Traits:

8+ years experience in an account manager / customer success role, including 3+ years in a supervisory position

Demonstrable expertise in digital marketing, with an emphasis on display and social media; solid technical expertise in SaaS platform operations and management geared toward client retention and growth

Superior verbal, written, interpersonal and presentation communication skills; ability to establish rapport and trust with messaging tailored to the needs of internal and external stakeholders at all levels, from operational staff through the C-suite

Bachelor's degree is required; MBA or Masters degree is a plus

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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