Customer Success Manager- Diamond Program (North America)

BrandMaker GmbH; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Success Manager to enhance customer experiences within their elite program. This role is pivotal in driving customer satisfaction and success through strategic collaboration, insightful business reviews, and fostering strong relationships with top-tier clients. You will lead executive briefings, manage escalations, and advocate for customer-centric improvements while working closely with internal teams to ensure platform stability and efficiency. If you're passionate about customer success and have a consultative approach, this opportunity is perfect for you.

Qualifications

• 5+ years managing customer success for enterprise-level clients.
• Proficient in marketing technology and SaaS model.
• Strong communication and negotiation skills.

Responsibilities

• Lead discussions with customers and leadership to align strategies.
• Collaborate with consultants to ensure customer value.
• Analyze performance metrics to improve satisfaction.

Skills

Customer Success Management

SaaS Marketing Knowledge

Consultative Approach

Communication Skills

Negotiation Skills

Leadership in Customer Management

Opportunity Identification

Internal Collaboration

Job description

Uptempo is committed to enabling our customers' marketing success through our software. This dedication drives us to transform our users into enthusiastic advocates. The Diamond Program is key to our mission. It demonstrates our solid commitment and dedication to assisting our customers in reaching their goals and achieving success.

We are looking for a Customer Success Manager to become a key player in driving customer excellence within our elite Diamond Program. You'll be at the forefront, ensuring unparalleled service and maximized value for our top-tier customers.

What you'll do:

1. Lead Executive Briefings: Conduct discussions with customers and Uptempo leadership to align strategies and expectations.
2. Collaborate with Consultants: Work with global consulting firms to ensure deliverables lead to customer value.
3. Perform Business Reviews: Offer executive reviews and advice to optimize client operations.
4. Foster Interdepartmental Collaboration: Improve customer experiences through cross-department teamwork.
5. Initiate Design Sessions: Partner with Product Management to brainstorm feature ideas.
6. Drive Event Participation: Promote and increase attendance at Diamond Program events.
7. Enhance Application Performance: Collaborate with the Global Customer Optimization team to improve application efficiency.
8. Build Strategic Relationships: Develop strong bonds with Diamond customers to increase satisfaction and success.
9. Identify Expansion Opportunities: Work with sales to find upsell and cross-sell opportunities.
10. Manage Escalations: Address issues promptly and effectively.
11. Advocate for Customer-Centric Improvements: Push for process and product enhancements based on feedback.
12. Analyze Metrics: Use performance data to improve product usage, satisfaction, and loyalty.
13. Apply Satisfaction Practices: Use industry insights to refine customer satisfaction strategies.
14. Deepen Industry Knowledge: Enhance strategic consulting with a better understanding of client industries.
15. Oversee Customer Lifecycle Services: Occasionally manage projects that improve comprehensive customer services.
16. Ensure Platform Stability: Work with IT to maintain platform reliability and reduce downtime.
17. Client Engagement: Willing to travel up to 25% for client interactions, workshops, and success initiatives.

Skills & Experience:

• At least 5 years managing customer success for enterprise clients; experience with marketing SaaS preferred.
• Thorough understanding of SaaS, marketing workflows, technology, and data analysis.
• Skilled in identifying services and opportunities for recurring revenue.
• Comfortable discussing budgets, planning, and ROI with senior marketing executives.
• Proficient in a consultative advising style.
• Entrepreneurial mindset committed to growth.
• Backgrounds in marketing consulting, escalation management, customer advocacy, or customer experience roles at software companies.
• Proven experience engaging with senior management and technical customer levels.
• Deep understanding of customer support roles, missions, and value.
• Ability to build internal relationships and communicate effectively.
• Adept at navigating customer hierarchies for successful outcomes.
• Leadership in customer projects and process improvements.
• Strong negotiation skills.

Interview Process:

• Meeting with Talent Team (30 min)
• Meeting with 2 Customer Success Leaders (1 hr)
• Meeting with Team Peer (45 min)
• Meeting with SVP of Global Customer Success (45 min)