Customer Success Manager - East Coast
Greenfly, United States
Job Description
As Greenfly continues to grow across industry verticals, we are seeking a relationship-driven individual to help retain and expand our growing portfolio of global customers. Our enterprise SaaS platform empowers organizations to collect, automatically organize, and distribute digital media to hundreds or thousands of advocates and partners to increase social media reach and engagement, and drive revenue growth.
Reporting to the VP of Customer Success within the Customer Success (CS) department, the ideal person for this role will be a critical part of Greenfly’s CS team. As an expert at both customer onboarding and building long-term relationships, you will support some of our most iconic sports, entertainment, and consumer brand customers. This role will focus primarily on large sports leagues and enterprises in Europe and on the East Coast.
Building a deep understanding of how Greenfly’s customers should utilize Greenfly to best support and optimize their organizations, you’ll be pivotal in ensuring customer satisfaction, retention and expansion. The Customer Success team will look to you as an expert of your customers and their respective industries.
Greenfly is a digital media collaboration platform that enables - and inspires - brands to request, manage and share user- and creator-generated content with influencers, talent, advocates, athletes, brand ambassadors, employees, fans, and more. Co-founded by MLB all-star Shawn Green, the company began in 2015 and has quickly established a significant foothold in the sports, media, and brand sectors.
Job Responsibilities
- Establish customer relationships to build trust and advocates
- Understand the Greenfly platform and app to ensure customers are leveraging the functionality to its fullest
- Work cross-functionally with Sales, Marketing, Product and Engineering to advocate on behalf of customers and deliver value at every touchpoint
- Guide a customer through on-boarding, including initial setup and training to ensure maximum usage, value, retention and expansion
- Create unique on-boarding plans for customers’ advocates with attention to detail
- Lead strategic conversations with key stakeholders to ensure the customer is successful in meeting business and Greenfly specific objectives
- Support on certain strategic accounts, co-owning both customer-facing and internal execution and communication
- Monitor customer usage and metrics to track adoption, opportunities for expansion and at-risk signs
- Work proactively to eliminate risk for churn, escalating customer issues as needed
- Deliver reports to showcase value, opportunities for improvement and growth, and overall trends
- Build out best practices and processes related to your segment of customers
Requirements
- Proven results in meeting customer retention and expansion goals
- Excellent presentation skills - verbal and written
- Clear understanding of the social media landscape and current trends
- A proactive, intentional approach handling customer relationships
- Exceptional written and verbal communication skills
- Proven ability to succeed in a fast-paced, startup environment
- Strong project management skills
- Problem solver
- Ability to ramp quickly
- Experience with Salesforce.com
- Willingness to travel based on customer needs
- Experience working in a startup environment
- Comfort with presenting to and communicating with a range of stakeholders, including executive teams
- Experience navigating large, complex business structures
- 4+ years of working at or directly with sports and/or entertainment amp; media organizations
- 3+ years of overall account management, customer success or Saas B2B experience
- Travel to Europe up to 30% of the time required
Benefits
- For the right candidate, we offer top compensation
- Stock options (every employee has skin in the game)
- Great benefits package: unlimited vacation, health, dental and vision benefits
- This position is fully remote in the US. Eastern Time required.
- You'll visit our Santa Monica, California HQ and/or New York sales office occasionally.
- Must be legally eligible to work in the USA.
- Greenfly is an equal opportunity employer and we have a culture of diversity and inclusion.
At Greenfly, we celebrate different opinions and points of view and we believe that our diversity drives innovation. Together, we are building an inclusive culture that encourages, supports and appreciates the diverse voices of our employees. We want every one of our employees to feel valued, appreciated, and free to be who they are at work. Our hiring and management programs are designed to foster inclusiveness. Diversity f