Sr. Customer Success Manager

Ursus; Chicago (IL); Remote; USD 150,000 - 200,000; Full time

Job summary

An innovative Fortune 500 software organization is seeking a Senior Customer Success Manager to enhance customer experiences and drive adoption of cutting-edge digital marketing solutions. In this pivotal role, you will work closely with top clients, develop industry-specific strategies, and ensure alignment with their business goals. Your expertise will help foster partnerships and deliver measurable outcomes, making you an integral part of a mission focused on personalization at scale. This is a fantastic opportunity to join a dynamic team dedicated to customer success and innovation in a fully remote setting.

Qualifications

• 10+ years of experience in Customer Success in SaaS and Digital Marketing.
• Proven track record in driving measurable outcomes and customer value.

Responsibilities

• Lead post-sales customer experience to drive adoption and value.
• Develop strategic account planning and advocacy for top customers.

Skills

Customer Success Management

Digital Marketing

Communication Skills

Consulting Skills

Program Management

Organizational Skills

Tools

Data Platforms

Content Management Systems

Job description

Advantages of working for employer:
Join an innovative Fortune 500 software organization that values creativity and passion. As a Senior Customer Success Manager, you will have the opportunity to work with top customers, develop industry-specialized strategies, and drive adoption of cutting-edge digital marketing solutions. With a focus on measurable outcomes and exceptional customer experience, you will be an integral part of the company's mission to deliver personalization at scale.

Responsibilities:

1. Lead post-sales customer experience to drive adoption and value for customers
2. Serve as an industry-specialized Customer Success Manager to deliver outstanding experience for top customers
3. Develop strategic account planning, use case adoption, advocacy, and value realization plans
4. Network within accounts to achieve successful execution of client's strategy and roadmap
5. Deliver exceptional customer experience with proactive communication, resource orchestration, and alignment of customer business goals
6. Drive adoption of employer Experience Cloud products using data insights to progress towards maturity curve
7. Champion innovation by sharing industry thought leadership and new ways customers can use employer solutions
8. Identify customer risk and collaborate with extended employer team to build and activate "get well" plans
9. Be the voice of the customer internally at employer by sharing strategic use-cases, process improvements, and feedback
10. Participate in ongoing initiatives to continuously improve approach to secure customers' success

Requirements:

1. 10+ years of Customer Success experience in Software as a Service, Digital Marketing
2. Passion for driving customer success and measurable outcomes with demonstrated success advising customers to deliver business value
3. Strong communication and interpersonal skills to navigate conflict and cultivate joint partnership
4. Strong consulting skills
5. Ability to prioritize, multi-task, and perform under pressure
6. Exceptional organizational, presentation, and communication skills, both verbal and written
7. Existing knowledge of software in digital marketing and/or digital media space, including data platforms, content management, and customer journeys
8. Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
9. Validated experience with account planning and customer success plans, including leading and facilitating executive meetings and workshops
10. Effective at leading executive C-level discussions and presentations
11. Flexibility to travel (approx. 20%)

Additional Information:

Pay range: $44-54/hour
Location: 100% remote
Duration: 7 months+

About the company

Ursus is a minority owned business designed and built to deliver a better staffing experience to Global 1000 and startup companies alike. We pride ourselves in seeking to understand the needs of our clients first; responding with relentless attention to detail.